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SalarySummary: This position ensures that the highest quality of guest service and satisfaction is provided to our guests. Supervisor is responsible to act as a team leader, provide structure for the shift, provide information and support and be capable of making informed decisions.
Essential Functions:
- Direct interaction to ensure the highest quality of guest service is being provided.
- Watching over the retail goals and provide training for staff not reaching their goals
- Enforcing all rules of spa in the absence of the Complex Spa Manager
- Answer all guests questions and concerns and ensuring that all communication is professional and friendly
- Remain calm and alert, especially during emergency and /or heavy hotel activity.
- File guest complaints, conducting thorough research to develop the most effective solutions and negotiate results by using good judgment and discretion.
- Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, address the guest by name, and listen carefully to understand requests, respond with appropriate action and provide accurate information.
- Communicate effectively to provide clear direction to other associates and Guests.
- This position is not limited to only the spa duties, assistance in other areas will be based on request by upper management.
- Regular attendance in conformance with the standards is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.
- Due to the cyclical nature of the hospitality industry and report deadlines, employee may be required to work varying schedules to meet the business needs of the hotel and report deadlines. This may include weekends and holidays.
- Upon employment, all employees are required to fully comply with hotel rules and regulations for the safe and efficient operation of hotel facilities.
- Report all suspicious persons or actions, hazardous conditions, etc. to Security or management immediately.
- Maintain knowledge of all spa services, products, treatment menus and fitness facilities
- To be the initial and complete source of information regarding everything that is available and all procedures to ensure a guest comfort.
- Communicate with Spa Manager daily about weekly goals and training needed
- Assist with training of staff in Z-certification for new hires within first 30 days and recertification
- Attends monthly departmental meetings and workshops as directed.
- Ability to read, listen and communicate effectively in English
- Maintains good records for groups. Handle all the billing for group spa services and retail.
- Act as a spa coordinator and take overflow reservations and check-in guests when needed.
- Know front desk operations including reservations systems, filing systems, sales systems and guest check-in procedures.
- Monitor the appointment bookings to insure proper staffing for Spa services.
- Responsible for making sure all checklists are complete in spa and surrounding areas.
Working conditions:
- Interior of hotel, normal office conditions.
Physical Demands:
- Stand; ability to stand for long periods of time
- Walk;
- Use hands to handle, or feel;
- Reach with hands and arms;
- Climb or balance; stoop, kneel, crouch, or crawl;
- Lift, carry and/or move up to 25 pounds or more. Ability to push and pull objects
Qualifications:
- Education: Requires a high school diploma or equivalent
- Experience: Must have previous Spa experience.
- Licenses or certificates: CPR Certification and/or First Aid Training preferred.
No Job Description for a position can possibly include all duties, which may be requested by guests or required by the hotel. The objective of all positions is to effectively provide the services personally, or to immediately refer requests to the appropriate department management.
Note: While not required, COVID-19 vaccines are recommended for current Hotel Zaza employees, as well as all newly hired employees
