Spa - Spa Front Desk Supervisor

Ojai Valley Inn & Spa • Ojai, CA

1d

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, upholding the “Welcome and Well Cared For” philosophy and Forbes 5 Star standards. The supervisor leads by example, supports the team and spa leaders, fosters positive team morale, monitors the spa’s physical condition, and responds to guest and associate inquiries and challenges. Some manager-on-duty opening and closing shifts are necessary.

The role oversees the Spa Front Desk and Spa Housekeeping teams, maintains service quality throughout the guest experience, supports scheduling and training, and helps ensure that spa policies and standards are followed. The supervisor conducts quality walks and inspections, coordinates inventory, monitors overtime and meal breaks, oversees first-floor maintenance reporting and daily locker assignments, and handles guest recoveries and lost-property reporting.

The position also performs front desk duties including greeting guests, managing appointments, providing facility tours, handling spa billing and gratuities, completing point-of-sale and accounting tasks, maintaining reception supplies and cleanliness, and supporting daily opening and closing procedures. The supervisor must maintain a professional appearance, communicate effectively, exercise sound judgment, and remain calm and courteous in challenging situations.

Requirements

• Previous supervisory experience.
• Previous spa experience.
• College degree in health or a related field.
• Minimum 3 years of management experience in integrated health or a related industry.
• Articulate, open, and effective communication skills, sound judgment, and the ability to direct and manage people.
• Strong organizational skills, attention to detail, and 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 complete tasks in a timely manner.
• Ability to analyze and resolve problems using good judgment and remain calm and courteous in challenging situations.
• Ability to maintain discretion and confidentiality of guest and spa information.
• Positive attitude, professional appearance, and effective hands-on leadership skills to develop front desk staff.
• Ability to perform basic arithmetic and 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.
• Knowledge of Internet software, Excel, and Microsoft Word.
• Ability to operate a fax machine, printer, cell phone, Palm Pilot, photocopier, and miscellaneous electrical and wireless equipment.
• Proficiency with Macintosh and PC formats.

Responsibilities

• Provide courteous, efficient guest service from spa arrival through departure and uphold Forbes 5 Star standards.
• Lead by example, support spa leaders and team members, and foster positive team morale.
• Oversee the Spa Front Desk and Spa Housekeeping teams and the quality of guest arrivals, departures, tours, and overall experience.
• Greet guests, answer the phone using proper telephone etiquette, and provide facility tours and orientation.
• Schedule and reschedule appointments, detect appointment-booking errors, and support resolution of scheduling issues.
• Explain spa services, features, benefits, booking order, contraindications, policies, and procedures to guests.
• Handle spa billing, gratuities, point-of-sale functions, accounting requirements, and related inquiries.
• Maintain a cash bank and provide change when applicable; cash handling is noted as suspended during COVID.
• Monitor guest service throughout the spa and conduct regular quality walks of the first and second floors.
• Support the Spa Operations Manager with staff scheduling and monitor overtime and meal breaks.
• Assist Spa MODs with daily opening and closing procedures and with situations involving therapist absences or scheduling errors.
• Establish and maintain an effective training program, assist with staff training, and ensure Forbes 5 Star standards are trained and upheld.
• Provide encouragement and feedback to improve front-of-house service and inform spa management of staff performance concerns or conflicts.
• Coordinate monthly inventory and communicate supply needs; forecast guest needs, including locker-room supplies and food and beverage.
• Monitor the spa’s physical condition, cleanliness, equipment, and safety; oversee first-floor maintenance and report issues to Engineering through Knowcross.
• Handle guest recoveries, document them in Know GLitch, and report lost items through the Lost and Found process.
• Oversee daily locker assignments and setup.
• Restock and maintain front desk areas, keep reception in good order, and perform assigned cleaning duties.
• Attend trainings and meetings, support spa projects, and accept duties assigned by management.
• Maintain confidentiality of guest and spa information and follow property policies, procedures, and grooming standards.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager