Spa - Spa Front Desk Supervisor

Ojai Valley Inn•Ojai, CA

About The Position

The Spa Front Desk Supervisor is involved in all aspects of spa operations and provides courteous, efficient guest service from arrival through departure, exemplifying the “Welcome and Well Cared For” philosophy and Forbes 5 Star standards. The supervisor leads by example, supports team members and spa leaders, fosters positive team morale, monitors the spa’s physical condition, and responds to guest and associate inquiries and challenges. The role is highly visible to guests and associates and supports the Spa MODs; some opening and closing MOD shifts are necessary. The supervisor oversees the Spa Front Desk and Spa Housekeeping teams, quality-controls the guest arrival, departure, tours, and overall experience, and supports scheduling, training, inventory, and service standards. The role includes regular facility inspections, maintenance reporting, guest recovery, locker assignment oversight, and maintaining a clean, safe, and well-stocked environment. The position requires previous supervisory and spa experience, strong communication and organizational skills, and the ability to lead and develop front desk staff. A college degree in health or a related field and a minimum of three years of management experience in integrated health or a related industry are specified. The supervisor must be proficient with relevant computer systems and office equipment, including Macintosh and PC formats.

Requirements

Previous supervisory experience.
Previous spa experience.
College degree in health or a related field.
Minimum three years of management experience in integrated health or a related industry.
Articulate, open, and effective communication skills; good judgment and the ability to direct and manage people.
Strong organizational and detail-oriented skills, including the ability to prioritize and organize work assignments.
Ability to establish and maintain a team environment and encourage teamwork in others.
Ability to follow through on assignments and tasks in a timely manner.
Ability to analyze and resolve problems using good judgment and to remain calm and courteous in challenging situations.
Ability to maintain discretion and confidentiality of guest and spa information.
Positive attitude, outgoing personality, and professional customer-service presentation.
Hands-on leadership skills to support the development of front desk staff.
Ability to add, subtract, multiply, and divide using whole numbers, fractions, and decimals; compute rates, ratios, and percentages; and interpret bar graphs.
Ability to follow detailed written or oral instructions and address problems involving a few concrete variables in standardized situations.
Knowledge of internet software, Excel spreadsheet software, and Microsoft Word processing software.
Ability to operate a fax machine, printer, cell phone, palm pilot, photocopier, and miscellaneous electrical and wireless equipment.
Proficiency in Macintosh and PC formats.
Ability to adapt professionally to changing work conditions, manage competing demands, and commit to long hours when necessary to reach goals.

Responsibilities

Provide courteous and efficient guest service from arrival through departure and uphold Forbes 5 Star standards.
Lead by example, support spa leaders and associates, and foster positive team morale.
Oversee the Spa Front Desk and Spa Housekeeping teams.
Oversee guest arrival, departure, tours, and the overall guest experience through quality control.
Greet guests, answer telephone calls using proper etiquette, and provide tours and orientation to the facility.
Use spa computer systems and schedule or reschedule appointments effectively; identify appointment-book and scheduling errors.
Explain spa service features and benefits, and maintain knowledge of treatments, booking order, contraindications, policies, procedures, resort resources, and VIPs.
Coordinate guest check-in and check-out, manage spa billing and gratuities, complete point-of-sale and accounting functions, and help resolve accounting inquiries.
Maintain a cash bank for guest change when applicable.
Handle guest and associate inquiries and challenges, resolve conflicts, and support guest recoveries; document recoveries in Know GLitch.
Support the Spa MOD when responding to therapist call-outs, no-shows, incorrect appointment dates, and other scheduling errors.
Monitor guest satisfaction throughout the facility and forecast needs for locker-room supplies and food and beverage.
Assist Spa MODs with opening and closing the facility according to standard operating procedures.
Maintain clean, safe, orderly, and stocked front desk and spa areas; perform assigned cleaning duties.
Support spa projects and accept additional duties assigned by management.
Support the Spa Operations Manager with scheduling and monitor overtime and meal breaks, helping the team avoid issues where possible.
Conduct regular quality walks of the first- and second-floor front-of-house areas and oversee maintenance of the first floor.
Conduct weekly spa inspections and report maintenance issues to Engineering through Knowcross.
Coordinate monthly inventory and communicate needs to the coordinator.
Establish and maintain an effective training program, assist with staff training, and ensure Forbes 5 Star standards are trained and upheld.
Provide positive encouragement and constructive comments to improve front-of-house service.
Inform Spa Management of staff performance concerns or conflicts and enforce OVI policies and procedures.
Oversee daily locker assignments and setup.
Report lost items through the Lost and Found process.
Attend trainings and meetings.
Maintain confidentiality of guest and spa information and follow property grooming and attendance standards.