Spa Guest Service Supervisor

DelMonte Hotel Group•Town of Pittsford, NY

7d•Onsite

About The Position

The DelMonte Hotel Group is seeking an experienced and driven Spa Guest Service Supervisor to ensure a great guest and colleague experience. This role plays a key part in the hospitality industry, offering competitive compensation and benefits, a supportive work environment, and opportunities for professional development and advancement. The company emphasizes a family-like atmosphere where associates can build long-term careers.

Requirements

Self-motivated with a strong work ethic and a drive to exceed expectations.
Excellent communication and interpersonal skills.
Ability to establish rapport with guests and colleagues.
6 months to 1 year of related experience; One year certificate from college or technical school; or equivalent combination of education and experience.
Solid organizational, time-management, and prioritization skills.
Exceptional customer service skills.

Responsibilities

Assist Spa Managers & Director in the supervision and support of front office, spa, and salon provider staff, ensuring exceptional service and standards.
Assist Spa Manager & Director with support tasks such as running reports, filing, scheduling adjustments, preparing daily deposits, and processing guest billing issues.
Find solutions for issues like associate call-offs, tardiness, client questions, problems, and last-minute bookings.
Prepare internal and external correspondence.
Promptly respond to online appointment requests and client emails.
Assist Spa Front Office Manager in training new Spa Coordinators on the Millennium system, operating policies, procedures, and customer service standards.
Provide assistance to co-workers, ensuring they understand their tasks.
Assist management in preparing work schedules for Front Office and provider staff.
Enter service provider schedule changes and reschedule existing appointments.
Manage client and provider activity and resources within the Millennium system.
Answer all incoming phone calls in a friendly, courteous, and timely manner using the appropriate greeting.
Schedule and confirm appointments for spa/salon treatments, assisting clients in selecting services.
Provide and maintain current information regarding spa staff, services, hours, product lines, events, and promotions.
Monitor industry trends and make recommendations for the Spa and Salon menu of services.
Perform check-in and check-out services, including greeting clients, taking coats, offering beverages, providing tours, and promoting retail sales.
Perform opening and closing duties per checklists.
Properly record all sales transactions and secure accurate payment.
Perform accounting duties such as credit card processing, room charges, and gift card processing.
Promote retail sales of all spa products.
Update the Engineering department on maintenance issues.
Assist in maintaining the cleanliness of offices, front desk, retail space, dispensaries, and surrounding areas.