Spa Supervisor

Garden of the Gods Resort and Club•Colorado Springs, CO

5d•Onsite

About The Position

The Spa Supervisor is critical to provide administrative support to Strata Spa and Salon. Emphasis on financial enhancement and growth to maximize revenue and profitability. Must be able to efficiently and effectively assist in overseeing the daily operations of Strata Spa & Salon to ensure delivery of exceptional guest experiences and satisfaction; professional education and engagement of Team Members; and creativity and immersion in the Spa setting. This includes warmly greeting all guests, assisting guests with any questions regarding services and products. Maintaining the tidiness and organization of our locker rooms and relaxation areas are included in these responsibilities as well as maintaining the general cleanliness and organization of the reception area. Balancing books, creating and modifying provider schedules, managing callouts and schedule blocks, supporting group and wedding scheduling, managing the Zeel platform, assisting with ADP timecard accuracy, and providing support at the concierge desk as needed.

Requirements

Must be detail-oriented and have ability to multi-task.
Ability to be efficient and productive in a fast-paced environment.
Must have enthusiasm and possess excellent customer service skills.
Must possess basic math and money handling skills.
Enjoy working with people and possess a friendly and outgoing personality.
Excellent communication, listening and computer skills.
Must be a team player.
Must be willing to work weekends.
Excellent command of the English language in communicating both verbally and non-verbally.
Ability to effectively present information and respond to questions from managers, employees, members, and the public.
High School graduate; 2 years' experience in resort, club, or day spa experience

Responsibilities

Ensure Spa Concierge team members are trained correctly and efficiently regarding spa policies and procedures, with an emphasis on the guest experience and maximizing profits.
Assist Assistant Director of Spa & Fit in holding Spa Concierge team members accountable for completing daily checklists and tasks, and to follow all spa policies and procedures.
Review checklists and spa service schedule daily to proactively ensure the team is set for success.
Ensure maintenance and repair items are reported to and completed by Engineering .
Providing administrative support to the Director of Wellness .
Maintain and update spreadsheets, purchase orders and sales reports.
Monitor purchase orders to ensure prompt and timely delivery.
Other duties can include coordinating promotional plans, following up with customer service claims and processing special orders for members and guests.
Processing invoices with new retail merchandise, tagging all new merchandise, assisting retail outlets with merchandising.
Purchasing and receiving products, maintains operational inventory and PAR management of both retail and professional products.
Assist the Director of Wellness with budgets and forecasting.
Perform other tasks as assigned by the Assistant Director of Spa & Fit.
Collaborates with co-supervisor to establish and maintain relationships for group bookings, weddings and repeat business.
Be on time for shifts and maintain a consistent, regular attendance record.
Assist Assistant Director of Spa & Fit with training new Spa Concierge team members.
Perform all operational management duties when the Assistant Director of Spa & Fit is not available.
Advance knowledge of entire property to conduct site tours.
Ensure that the locker rooms and relaxation area are clean and stocked for the flow of incoming and outgoing guests.
Provide detailed descriptions of spa treatments, packages, services, facility features and hours of operation.
Utilize spa computers with skill and proficiency; document guest information in electronic records as directed.
Answer the phone promptly and use the guest's name throughout the phone conversation; operate phone system accurately and efficiently.
Actively promote the spa and salon, treatments, services, and retail, as well as programs, promotions and/or discounts available.
Maintain eye contact when addressing guests; develop professional and personalized relationships with regular guests.
Handle guests' questions and concerns promptly, professionally, and courteously.
Handle complaints with understanding and a calm manner directed toward resolution.
Maintain complete confidentiality in all guest matters in accordance with company policy.
Provide accurate, appropriate, and immediate responses to all requests by guests, ensuring complete guest satisfaction.
Maintain a clean, safe, fully stocked, and well-organized work area.
Develop ability to work without constant direct supervision and remain at assigned post for extended periods of time.
Maintain a positive attitude and contribute toward a quality work environment.
Regularly attend, participate in and support training and staff meetings for the spa.
Communicate to management all occurrences involving staff or guests in the spa that require attention.
Create, manage, and adjust daily, weekly, and monthly provider schedules to support operational flow, maximize capacity, and ensure balanced books.
Monitor schedule changes and implement necessary adjustments in response to callouts, availability changes, training needs, and service demand.
Manage the Zeel platform including schedule syncing, provider assignments, invoices and availability maintenance.
Assist in overseeing provider timecards in ADP, ensuring accuracy in hours, punches, and schedule alignment.
Support the coordination of trades and training sessions while accurately maintaining all related schedule blocks.
Support Spa Management in forecasting schedule needs, participating in planning meetings, and optimizing staffing based on trends.
Audit all booked appointments to ensure the appropriate payment method is documented and any necessary contracts are in place.
Proactively communicate scheduling updates, gaps, and adjustments to providers and management.
Oversee VIP and media reservations while ensuring timely, proactive communication.
Conduct daily confirmation calls, including verifying all details for appointments booked online.
Assist with concierge duties such as booking appointments, greeting guests, answering phones, and ensuring exceptional guest service.
Maintain confidentiality of provider information, scheduling details, and business operations.
Ensure all schedule–related processes align with spa policies, labor guidelines, and Standard Operating Procedures.
Participate in training sessions and staff meetings as required.
Communicate promptly and professionally any concerns or issues related to staffing or scheduling to Spa Management.
Be on time for shifts and maintain reliable attendance.
Maintain a clean, organized, professional workspace.
Promote a positive work environment by fostering cooperation, communication, and clarity among team members.
Assist in all areas of spa operation as requested by management.
Deliver "I Am Proud" service standards and department-specific signature touch points.
Establish cross-departmental channels of communication among teammates that are consistent and complete.
Assist with providing administrative support to Director of Wellness.
Greet every guest, member, and team member with "I Am Proud" standards and set a positive tone for every interaction.
Provide extraordinary service that is "Enriching by Nature."
Embrace, embody, demonstrate, and encourage wellness and the Strata virtues through interactions, performance, and commitments.
Uphold the Garden of the Gods Resort and Club's brand, culture, vision, mission, and values.
Be empowered to make things go right if they go wrong.
Give the guest/member a fond farewell.
Address feedback by utilizing the LEARN Model.
Demonstrate a professional appearance and be attentive to what matters most.
Comply with company policies and procedures.
Observe and adhere to safety guidelines.
Assist Fitness Supervisor as needed.
Perform other duties as assigned.
Interface positively with other departments, helping when needed.
Displays care in use of equipment and maintains an organized and professional work environment.