SPA SUPERVISOR

Inn of the Mountain Gods Resort and Casino•Mescalero, NM

13h•Onsite

About The Position

The Spa supervisor will oversee the spa and salon Team members and will lend support when needed. The Supervisor will also assist the Spa Manager in the day to day operation of the department and oversee all spa, salon, pool and Fitness center operations in the Spa manager's absence.

Requirements

2+ years' experience in a supervisory role
2+ years' experience customer service- preferably in the hospitality industry
May be required to perform S&S license services when need and if needed
Excellent communication and customer services skills
Friendly and Professional demeanor
Able and willing to work flexible schedule
Must obtain an Alcohol license
Current CPR & First Aid is an asset
High School Diploma or General Education Diploma (GED)
Proven record of dependability of performance
Knowledge of Spa software
Proficient with computer software and Point Of Sale system

Nice To Haves

Current CPR & First Aid

Responsibilities

Oversee the spa and salon Team members and lend support when needed.
Assist the Spa Manager in the day-to-day operation of the department.
Oversee all spa, salon, pool, and Fitness center operations in the Spa Manager's absence.
Explain and demonstrate Hospitality Behaviors and Performance Standards.
Understand where to get the information needed to complete tasks to standard.
Explain and demonstrate technical skills used to complete tasks to standard.
Explain or demonstrate the behavioral values or standards needed to complete tasks to standard.
Understand how to take ownership of problems and solve them when solutions may not be available.
Explain how to request help from others when needed to complete task or goal.
Have complete knowledge and can tell others of IMGR&C products and services.
Provide guests with directions or other venue information.
Act upon all comments/complaints in a prompt, professional and friendly manner.
Respond to obstacles; find new ways to reach desired end results.
In absence of guidance, act and take charge to respond to guest or internal customer needs.
Respond to change by quickly applying talent and skills in a positive way to succeed.
Support achievement of Quality Goal; “Do it right the first time.”
Act to protect and preserve property of IMGR&C. All areas, equipment and furnishings are kept exceptionally neat, clean and in good repair.
Make suggestions to improve performance.
Meet IMGR&C standards (Mission, Values, Hospitality Behaviors, Customer Recovery Skills).
Approach all activities with enthusiasm and encourage enthusiasm from others.
Choose a positive approach in all situations.
Respect individuality of others; continue to communicate in order to work together.
Speak positively about guests, other team members and our business in all situations on and off property.
Treat others with respect in all situations.
Serve others.
Identify and communicate needs of guests and others.
Take quick action to serve others in a way that meets/exceeds their needs.
Identify ways to improve individual or team’s service to others.
Provide service outside job responsibilities if needed to help resort succeed.
Take ownership of guest problem(s) until it is solved.
Meet IMGR&C Appearance standards.
Professionally support IMGR&C reputation and image in all situations, on and off property.
Meet IMG&C policy for attendance.
Inform supervisor of future absence as far in advance as possible.
Required to work all Marketing Special Events and Concerts.
Provide information others need to succeed, in time for them to use it.
Share with next shift the information needed for them to succeed.
Listen to others without interruption; act on their feedback when possible.
Ask questions to better understand expectations of others.
Report all guest complaints and compliments to Supervisor or Manager.
Report all situations to Supervisor or Manager where resort grounds or equipment do not meet IMGR&C standards.
Put success of team ahead of personal success.
Help other team members succeed without being asked.
Take action to resolve conflict between individuals.
Help other departments achieve success.
Report ideas to increase team success and guest satisfaction to Supervisor or Manager.
Do whatever is necessary to help department and resort success.
Contribute ideas that support progress and success at shift, team and departmental meetings.
Adhere to company policies and procedures; ensure uniforms and personal appearances are clean and professional.
Responsible for training all new front desk Team members and Spa attendants and enduring all job requirements and standards are met directed by the Spa manager.
Effectively resolve guest complaints and communicate with the Spa Manager regarding issues and resolutions.
Assist the Spa Manager in Coaching and Evaluating of S&S team performance.
Assist with monthly inventory.
Maintain all guest supplies and assist in ordering as needed.
Maintain retail area and check retail stock daily.
Answer questions about available services, general resort property information and amenities.
Ensure cleanliness of all guest areas.
Handle any guest issues with professional and confidence.