Supervisor, Spa

Our Culture:
At Resorts World Las Vegas, our culture is "YOU". We believe that every member on our team is an ambassador and is essential to the success of our company. We expect all Team Members to take personal ownership in ensuring everything they do is in the best interest of the company, and we do that through our three measurables of Show Up; Step Up; and Lift Up.
Summary Statement:
The Spa Supervisor provides support to the Spa Manager and Spa Director while overseeing daily operations of the Spa and Fitness Center. This role upholds property safety and service standards while ensuring that all operation standards are maintained. This role will lead the team to provide uncompromising levels of guest service while displaying an upbeat and positive demeanor. This role will also be responsible for exceeding guest expectations and proactively seek opportunities to enhance guest satisfaction through positive interactive skills.
Core Job Responsibilities:
At Resorts World Las Vegas, we believe that every member of our team is an ambassador and is essential to the success of our company. We expect all Team Members to take personal ownership in ensuring everything they do is in the best interest of the company and that all will adhere to our five core non-negotiable responsibilities.

• Everyone is an Ambassador-No matter where you work at Resorts World Las Vegas, it is your responsibility to treat this property like you would your own home. No one gets hurt, everyone feels secure, the environment is clean, and every guest gets what they need.
• Everyone works in Safety-If you have a safety concern, it is your responsibility to address it by correcting it or notifying the appropriate department or individual.
• Everyone works in Security-If you See Something, it is your responsibility to Say Something. You must notify the appropriate department or individual if you feel there is a security concern.
• Everyone works in EVS-If there is trash on the floor, it is your responsibility to pick it up. If it is a mess that needs more attention, it is your responsibility to notify the appropriate department or individual.
• Everyone works in Guest Experience-If a guest needs assistance, it is your responsibility to assist that guest and do so with a smile. If the guest needs more assistance than you can provide, it is your responsibility to notify the appropriate department or individual.

Primary Job Duties: - Includes but is not limited to:

• Lead by example and manage the team in delivering uncompromising levels of guest service.
• Ensure all policies and procedures are adhered to and the operation is running efficiently.
• Maintain up-to-date knowledge of facility products, features and amenities.
• Ensure all dealings with guests at the spa and fitness center meet or exceed property operating standards.
• Ensure proper inventories of all operating spa equipment are conducted in line with audit standards in order to effectively manage operational cost.
• Assist in holding team members accountable to all hotel and company operational service standards and policies and procedures.
• Inspect all equipment to make certain it is always maintained and in good working order, following up with facilities department when necessary.
• Responsible for spa and fitness center team members' weekly schedules, ensuring proper coverage of all areas.
• Monitor and review spa and fitness center team members' performance regularly and provide required guidance.
• Manage spa inventory effectively and follow property purchasing standards to ensure audit compliance.
• Ensure all areas of the spa and fitness center are always kept clean and well maintained.
• Obtain and maintain position-specific licensing.
• Ensure all Resorts World core values and property and department standards are implemented and applied.
• Obtain and maintain position-specific licensing.
• Use personal device/cellular phone for job related operational tasks, job duties, review of company documents, etc.
• Perform other job-related duties as requested.

Competencies: Includes but is not limited to:

• Interact with all guests in a luxury setting, using elegant language and behavior.
• Ability to multi-task, to engage with guests and also operate the spa booking system and phone lines.
• Ability to work in a standing position for over 50% of the scheduled shift.
• Attention to detail to ensure all information is confirmed for guest reservations.
• Knowledge of spa services and amenities to assist with any guest questions or requests.
• Ability to utilize guest service satisfaction performance metrics to generate action plans to address service opportunities.
• Ability to effectively communicate in English.
• Polished appearance and demeanor.
• Excellent customer service skills.
• Ability to obtain & maintain full knowledge and understanding of company and department rules and regulations, policies and procedures.
• Ability to successfully mentor a team.

Minimum Education and Experience:

• Must be 21 years of age.
• At least three years of experience in hotel operations in a similar or related field.
• At least two years of previous supervisor/manager experience in a resort spa or similar or related field.
• Working knowledge of spa booking systems.
• Strong working knowledge of Microsoft Office applications, Point of Sale systems, Property Management systems and Casino Player Tracking systems.

Preferred:

• Forbes or AAA knowledge.
• CPR/AED certified.
• Previous work experience within a sales environment.
• Previous experience working in a large, luxury resort setting.

Certificates, Licenses, Regulations:

• Proof of eligibility to work in the United States.
• Food Handlers Card.
• TAM (Alcohol Awareness) Card.

Standing
50-75%
Bending
Yes
Climbing
Yes
Carrying/Lifting
11-20 lbs
Walking
Yes
Crawling
Yes
Sitting
26-50%
Reaching
Yes
Squatting
Yes
Kneeling
Yes
Twisting
Yes
Pushing/Pulling
12 lbs or less
Running
Yes
Typing
Yes
Communication
Yes
Confined Space
Yes
Contacts
Works Alone, with and around others
Weather Conditions
Extreme Heat and Extreme Cold
Hazardous Conditions
Yes
Noise Levels
High
Smoke
Yes
Shifts
Yes