Spa Supervisor - Blackberry Mountain

Blackberry Farm•Walland, TN

2d•Onsite

About The Position

The Spa Desk Supervisor is responsible for ensuring the team offers every guest a world-class experience during their visit to the Spa. This begins with a warm welcome and a smooth transition with the therapist, to an inviting close. The Spa Supervisor must set the example by always following Blackberry policies and modeling positive, friendly interaction and legendary hospitality with guests. They will train all new coordinators on their job duties, including booking appointments, greeting guests, service and product knowledge, and usage of proper verbiage when interacting with the guests. The Spa Supervisor will ensure the coordinator team follows Blackberry policies and addresses challenges as they arise, using teachable moments throughout each shift to help build and grow the team's individuals to their utmost potential. They will proactively seek ways to provide a warm, expectant welcome of guests by knowing who is coming, and communicating with the team as much as possible about the guests in advance. The Spa Supervisor will conduct semi-annual performance reviews of all coordinators and schedule and conduct coordinator meetings every two months. They will monitor printed materials and guest experience supplies needed and replenish as necessary, and assist in creating new procedures and means for providing World Class experiences to guests. The Spa Supervisor will ensure each new guest receives a warm welcome and tour of the Spa, and communicate any guest or staff challenges immediately to the Director or Manager, keeping both informed on any details pertinent to the successful daily operation of the Spa. They will attend weekly group meetings and communicate scheduling needs to the Manager, and inform the spa team of upcoming groups and events. The Spa Supervisor will ensure the spa desk's proper staffing by assisting with recruiting and hiring coordinators, creating a weekly schedule, managing time-off requests, and posting the schedule two weeks in advance. They will develop monthly incentives for coordinators based on select service and collection goals, and monitor BEST scores and address any comments about hospitality. The Spa Supervisor will solve booking challenges ahead of time. Serving as Manager on Duty in the absence of the Director or Manager, this includes solving guest issues as they arise, either individually or with the help of management when necessary; ensuring proper staffing by deciding when therapists may leave for the day; seeing that the Spa is opened and closed following outlined procedures; and balancing the appointment schedule. The Spa Supervisor will work with group sales and events with scheduling and booking spa treatments and assist the retail supervisor with monthly inventory. Must comply with all company policies and procedures. Regular attendance is required to perform the essential functions of this position. Must be able to work well with other Team Members, Managers, and interact with our guests. Must have the flexibility to work nights and weekends.

Requirements

High school diploma
Microsoft Office computer skills
Must have excellent written and verbal communication skills
Must be able to communicate effectively with guests, managers, and team members
Basic knowledge and understand of math
Must be able to exercise judgment and make decisions based on job knowledge and awareness of company goals
Must be able to lift up to 35 lbs.
Must be able to stand for extended periods
Must be able to climb stairs
Must be able to operate a company vehicle or golf cart
Must be able to work in a calm and quiet work environment
Must comply with all company policies and procedures.
Regular attendance is required to perform the essential functions of this position.
Must be able to work well with other Team Members, Managers, and interact with our guests.
Must have the flexibility to work nights and weekends.

Responsibilities

Setting the example by always following Blackberry policies and modeling positive, friendly interaction and legendary hospitality with guests.
Training all new coordinators on their job duties, including booking appointments, greeting guests, service and product knowledge, and usage of proper verbiage when interacting with the guests.
Ensuring the coordinator team follows Blackberry policies and addresses challenges as they arise.
Using teachable moments throughout each shift - helping build and grow the team's individuals to their utmost potential.
Proactively seeking ways to provide a warm, expectant welcome of guests by knowing who is coming, and communicating with the team as much as possible about the guests in advance.
Conduct semi-annual performance reviews of all coordinators.
Schedule and conduct coordinator meetings every two months.
Monitoring printed materials and guest experience supplies needed and replenishing as necessary.
Assisting in creating new procedures and means for providing World Class experiences to guests.
Ensuring each new guest receives a warm welcome and tour of the Spa.
Communicating any guest or staff challenges immediately to the Director or Manager and keeping both informed on any details pertinent to the successful daily operation of the Spa.
Attending weekly group meetings and communicating scheduling needs to the Manager, and informing the spa team of upcoming groups and events.
Ensure the spa desk's proper staffing by assisting with recruiting and hiring coordinators, creating a weekly schedule, managing time-off requests, and posting schedule two weeks in advance.
Develop monthly incentives for coordinators based on select service and collection goals.
Monitors BEST scores and addresses any comments about hospitality.
Solving booking challenges ahead of time.
Serving as Manager on Duty in the absence of the Director or Manager, this includes: Solving guest issues as they arise, either individually or with the help of management when necessary. Ensuring proper staffing by deciding when therapists may leave for the day. Seeing that the Spa is opened and closed following outlined procedures. Balance the appointment schedule.
Working with group sales and events with scheduling and booking spa treatments.
Assist the retail supervisor with monthly inventory.