Spa Supervisor

The Boca Raton•Boca Raton, FL

3d•Onsite

About The Position

The Spa Supervisor is responsible for the daily coordination of schedules for massage therapists and aestheticians. This role involves managing the ordering of all products and supplies for spa treatments, serving as the point of contact for schedules and labor forecasting, and managing product measurement and dispensing. The supervisor will work with managers to schedule and lead vendor training, act as a backup for the Spa Front Desk and Spa Retail Supervisor, and collaborate with other Spa Leadership to ensure the highest level of services are performed in conjunction with a smooth spa operation.

Requirements

High School Diploma (minimum)
Licensure by the Department of Cosmetology
CPR certification required
Demonstrated competence in Hair services and polish application
Excellent human relations skills; be able to communicate with the general public in a courteous and professional manner
Good interpersonal and organizational skills
Must be flexible and adapt easily
Interested in health & wellness field
To be able to sit, stand, stoop or bend for duration of shift
Lifting 50 lbs. maximum with frequent lifting and carrying of objects weighing up to 25 lbs.
Requires walking or standing to a significant degree, as well as reaching, handling, feeling, talking, hearing, and seeing.

Responsibilities

Maintain established resort and departmental policies, procedures, standards, and objectives.
Adhere to Club Rules & Regulations.
Maintain a cooperative and professional work relationship and team attitude with members, guests, and staff.
Adhere to industry code of ethics; shall not enter gainful employment with a member or guest (i.e., do not solicit or conduct personal business with a member or guest as a private client).
Deliver Forbes Five Star service standards and protocols as outlined within the Job Scope 100% of the time scheduled.
Uphold and consistently enforce five-star service standards, protocols, and treatment.
Adhere to all resort guidelines and policies including but not limited to proper entrance and exit of the spa through the Associate entrance.
Assist with opening and closing duties as required.
Proactively address guest concerns and resolve issues with professionalism, discretion, and timeliness.
Unless a request is immoral, unethical, or illegal, consistently take ownership in finding a solution that ensures guest satisfaction, even when addressing concerns or requests outside standard offerings.
Demonstrate reliability, punctuality, and consistency in leadership presence.
Maintain clear communication with Spa Management and cross-departmental teams.
Lead by example in appearance, demeanor, and adherence to policies.
Remain adaptable and solution-focused in a fast-paced luxury environment.
Utilize ShiftNote daily to track team member performance. Recognition and opportunities accurately recorded to ensure appropriate reward and recognition occurs in a timely manner. Supportive coaching administered to readdress behaviors or coordinate necessary training programs to ensure corrective action.
Support, mentor, and coach therapists to enhance performance, professionalism, and service delivery.
Provide supporting material based on daily accurate record keeping ensuring timely annual performance reviews.
Administer effective onboarding of all new hires in line with Spa Palmera New Hire manuals addressing all policies, procedures, protocols, expectations, goals and objectives are delivered in line with resort standards.
New hire, daily, weekly Forbes training and retraining of steps of service to ensure 100% compliance of Five Star Standards.
Administer daily pre-shift meetings reviewing pertinent information relating in the day for the day including VIPs, service recoveries, flow opportunities, groups pickups, package support and guest’s recognition.
Proactively address future opportunities and ensure high levels of communication to prevent gaps of service or guest and members being negatively impacted.
Monitor team member delivery of service from pick up and drop off.
Perform weekly quality audits on providers to ensure that they are delivering service protocols accurately and effectively in line with Spa Palmera Standards.
Monitor upgrades and enhancements to ensure all product usage aligns with services delivered in SpaSoft.
Work closely with the Senior Spa Operations Manager to ensure all team member are effectively monitored and team member performance is reviewed and addressed as needed.
Ensure safety and hazard training is conducted monthly to ensure elimination of unnecessary work-related accidents and workers comp claims.
Ensure team are trained when on boarding and then quarterly on proper body mechanics.
Develop staff schedules for massage therapists, estheticians and salon providers using the SpaSoft scheduling system.
Monitor and Maintain Provider Priorities.
Maintain records of all provider CEU’S and Licenses.
Track signed SOP’s and establish any providers with the missing signed documents on their file.
Ensure Providers are consistently following treatment protocol.
Assist with protocol development and product requisition for monthly and special event offerings.
Ensure monthly and special event offerings are proactively shared with the providers to allow for protocol review and treatment familiarization.
Work closely with Massage Lead and Esthetician Lead in having a full understanding of products, protocols and procedures.
Update provider schedules with approved time off when necessary.
Create SOP for any newly implemented processes – to be approved by Spa Director.
Develop room assignments on a nightly basis, review daily schedules.
Serve as an active participant in the Manager On Duty Rotation schedule.
Act as a point of contact for guest concerns, resolving issues promptly and with discretion.
Actively contribute to finding solutions for challenges.
Prepare orders for supplies according to par for massage and skincare and salon departments, work with distribution clerks.
Build professional relations with Vendors and maintain communication for training and ordering needs.
Maintain a monthly orders checkbook to track expenditures, ensuring the budget is fully utilized while preventing overspending.
Responsible for monthly treatment linen inventory counts and maintenance of pars.
Perform monthly inventory of products and additional reports as needed.
Prepare for meetings and be pro-active with handling issues.
Exhibit proper use of product and abide by all product control guidelines while maintaining a clean and neat spa environment.
Maintain the SpaSoft scheduling system for maximum productivity.
Proficient within the SpaSoft system including Administrative functions.
Maintain a clean environment in massage/body treatment area according to Department of Health and departmental standards.
Maintain accurate treatment room readiness, including cleanliness, supplies, and equipment functionality.
Serve as the license and document administrator for the department.
Respond to all member and guest concerns in a prompt, professional, and courteous manner. Respect guest confidentiality.
Greet and welcome all incoming and outgoing members, guests, and staff.
Be aware of appearance and quality of work.
Promote Spa and all services, products, and programs.
Collaborate with Spa Management on service improvements, menu updates, and operational efficiencies.
Work in alliance with all Spa attendant Supervisor and Knowcross to track maintenance and repairs and actively communicate with Engineering Department.
Attend meetings as required.
Participate in skincare, massage and body treatment training sessions as and when required.
Know emergency procedures of treatment areas.
Performs other related duties as assigned or requested by supervisors/managers.