Spa Supervisor

3 days ago

Albuquerque, New Mexico, United States Isleta Resort & Casino Full time

AGE REQUIREMENT: 21 years or older

Position Summary:

Responsible for monitoring, overseeing, and administering the day-to-day Spa operations while promoting and exhibiting World Class Guest Service to all the Isleta Resort and Casino guests. Ensures department is properly staffed and motivated to exceed the Isleta Resort and Casino's goals and objectives. Monitors and maintain the integrity of the Spa.


Isleta Resort and Casino Guest Service Agreement

All Team Members will display 100% commitment to World Class Guest Service through the delivery and maintenance of Guest Service Standards established by the Isleta Resort and Casino.


Essential Functions and Responsibilities: This list of tasks is illustrative ONLY and is not a comprehensive listing of all functions and tasks performed by positions in this class. It does not imply that all positions within the class perform all of the duties listed, nor does it necessarily list all possible duties that may be assigned.

Resolves external guest issues and problems in a timely and professional manner, on behalf of management.
Maintains inventory of spa materials, retail offerings, and other operational supplies.
Assists with opening/closing duties of the spa, pool area, and fitness center.
Interacts with other departments throughout the Isleta Resort and Casino as needed to ensure the smooth operation.
Ensures guest satisfaction and comfort throughout the spa experience.
Ensures all staff performance is in compliance with all spa protocols and policies.
Creates and promotes the ambiance for relaxation.
Assists in maintaining and organizing the dispensary.
Maintains records of repairs needed for fitness center equipment.
Responds to emergencies and guest complaints.
Assists with ordering inventory and other essential office functions.
Monitors overall guest satisfaction on the pool decks with regard to entertainment experience and overall enjoyment levels.
Complies with all applicable codes, regulations, governmental agency, and company directives as it relates to the facilities operations and practices safe work habit.
Follows established maintenance program including any emergency repairs as required to keep systems operating.
Ensures all equipment and work areas are kept clean, neat, and orderly at all times.
Recognizes equipment in need of repair, replacement, or adjustment.
Maintains a constant awareness of safety and accident prevention.
Works under minimal supervision when completing assigned tasks in a timely fashion.
Delivers pre-shift meetings accurately and consistently.
Promotes a positive and healthy working environment.
Monitors staff performance, behavior, and attendance to ensure adherence to all Isleta Resort and Casino SOPs and administers disciplinary action on behalf of management.
Schedules and plans shift calendars, communicates departmental and organizational goals, and identifies opportunities for improvement.
Administers planning sessions and performance reviews on behalf of management.
Administers training and evaluates new staff on behalf of management.
Assist guest with all inquiries in connection with resort services, in-house events, directions, local attractions, and safety deposit boxes.
Occasionally performs other duties as assigned.

Accountability and Supervision:

Directly supervises the Cosmetologist, Esthetician, Massage Therapist, Nail Technician, and Representative/Spa Front Desk Receptionist.
Administers tangible supervisory employment actions and responsibilities, on behalf of management, in accordance with the Isleta Resort and Casino's policies, SOPs, and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; administering rewarding and disciplining of employees; and addressing complaints and resolving problems.

Education and Experience:

Required:

Minimum two (2) years Supervisor/Manager experience in business and services in a high volume environment.
Excellent customer service.
Able to lead and mentor a team.
Have interpersonal skill to deal effectively with all business contacts.
Professional appearance and demeanor.
Must possess/obtain and maintain a New Mexico Alcohol Servers License within 30 days of hire.
High School Diploma or GED.
Three (3) months cash handling experience.

Preferred
Previous experience working in a Spa atmosphere.
Working knowledge of Microsoft Office.
Previous experience working in a similar resort setting in Retail Sales & Service

Special Requirements, Licenses, and Certification

Must be able to acquire and maintain Gaming License issued through POIGRA.
Must be able to successfully pass a pre-employment drug test and background investigation.
Must be flexible with work schedule. Must be willing to work any days/hours as needed or required to meet business needs.
Must maintain all Isleta Resort and Casino-wide educational and certification requirements.
Must possess/obtain and maintain a New Mexico Alcohol Servers License, required...

Knowledge, Skills, and Abilities:

Must possess thorough knowledge of the principles and procedures of spa operations and services.
Must be able to communicate, in writing and verbally, in English and in an effective, informative, and professional manner and be able to convey denials and/or defuse hostile guest situations with ease and tact.
Must be able to perform basic mathematics to include, but is not limited to, adding, subtracting, multiplying, and dividing in all units of measure, using whole numbers, common fractions, and decimals.
Must possess a highly developed sense of customer service and interpersonal skills including high integrity and respect for individuals.
Must possess and exhibit a positive attitude towards internal and external guests at all times.
Must possess moderate computer skills and be able to operate Microsoft applications and software.
Must be able to take direction and feedback well.
Must possess strong critical and analytical thinking skills.
Must be able to work a flexible and varying schedule to include evenings, weekends, and holidays.
Must possess excellent planning skills and proactively guide executive management to higher levels of efficiency and profitability.
Must possess and demonstrate well-developed interpersonal and communication skills while exhibiting motivational, confidence, intelligence, leadership and teamwork characteristics.
Must be well versed in the areas of general health and sanitation codes.
Must have minimum one year experience in a hotel, resort and/or spa environment. Previous supervisory role or experience required.
Previous cash handling experience required. Prior inventory experience preferred.
Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management and co-workers, both in person and by telephone
Ability to accurately and efficiently input information into computer systems with developed computer proficiencies.
Ability to work cohesively with co-workers both within and outside of your department
Ability to think clearly, quickly and make concise decisions
Ability to work well under pressure, managing a high volume of reservations and guest requests.
Strong organizational skills with the ability to multi-task and provide guest follow up in a fast paced environment.
Ability to handle stressful situations, while maintaining a calm and welcoming demeanor.
Able to work with management on special projects.
Able to set priorities for the spa team and provide feedback to others that enhances performance.
Candidate must have proven leadership skills and must be able to direct, develop and motivate staff.
Ability to teach employees importance of, and how to greet guests and courteously solve requests
Move, lift, carry, push, pull, and place objects weighing up to 30 pounds without assistance.
Stand or walk for an extended period or for an entire work shift.
Requires repetitive motion, including utilizing telephone/computer for an extended period or for an entire shift.

Physical Demands and Work Environment:

Must be able to lift, move, and place up to 25 pounds.
Must be able to sit, stand, and/or walk for extended periods of time.

Working Conditions:

Work is generally preformed in a Spa setting with possible expose to chemicals, steam, Blood Borne Pathogens, and unusual elements such as: dirt, dust, fumes, smoke, odors, and/or loud noises. Occasionally may be required to interact with hostile and/or angry guests.


Disclaimer

This job description is intended to provide an overview of the requirements of the position. It is not necessarily all-inclusive and the job may require other essential and/or non-essential functions, tasks, duties, or responsibilities not listed herein. Management reserves the right to add, modify, or exclude any essential or non-essential requirement at any time with or without notice. Nothing in this job description, or by the completion of any requirement of the job by the employee, is intended to create a contract of employment of any type


Native American Preference Policy

Isleta Resort and Casino will at all times and for the positions give hiring, transfers, and promotional preferences to qualified Native American applicants in the following order: 1. Enrolled Pueblo of Isleta Tribal Member; 2. Enrolled pueblo of Isleta Descendants; and 3. Registered Native American from a federally recognized tribe.

Source: Hospitality Online

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