Spa Supervisor

2 weeks ago

Scottsdale, United States The Scott Resort & Spa Full time

**_Be a part of the leadership team with La Vidorra Spa at The Scott Resort & Spa_**:
**Perks**:
Medical / Dental / Vision / Hotel Discounts / Voluntary Products / 401k + Match / Pet insurance and more

**Summary of Position**:
This position contributes to the success of La Vidorra Spa at The Scott Resort & Spa by serving as a supervisor to the spa team while maintaining a focus on consistently providing a memorable and relaxing spa experience for our guests. The Spa Supervisor is expected to be a ‘hands-on’ leader with an exceptional eye for detail and a passion for the spa and wellness industry. Assists in training, scheduling, and motivating the spa team. Reporting to the Spa Director, this role is responsible for the daily operations spa, with a focus on providing a welcoming, personalized and genuine experience for our guests.

**Essential Functions**:
**Guest Relations**
- Welcome and acknowledge each guest with a verbal greeting, using the guest's name when possible. Upon departure, thank guests and provide a fond farewell.
- Actively listen and respond positively to guest questions, concerns, and to resolve issues, show empathy and build trust. Resolve guest situations such as scheduling conflicts.
- Anticipate guests' service needs, acting on them when possible, and promote & sell spa/salon services.
- Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, clearing pass way, or offering access to Braille or TDD phones).

**Communication**
- Answer telephones using appropriate etiquette.
- Speak to guests and co-workers using clear, appropriate and professional language.
- Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

**Guest Scheduling and Check-In**
- Schedule services for individuals and large groups using reservation software.
- Call guests to confirm scheduled services and update the reservations/cancellations list.
- Advise providers of last-minute changes or additions to schedule.
- Check in guests for appointments. Provide general spa orientation; ensure smooth transition from check-in to relaxation area or treatment room.

**Payment/Cash Handling**
- Obtain assigned bank and ensure accuracy of contracted monies, obtain change required for expected business level, and keep bank secure at all times.
- Obtain and process guest payments for services. Process gift cards and miscellaneous charges.
- Verify payment authorization for credit cards.
- Ensure cash, gift certificates, and other revenues are secure at all times, in accordance with Spa and resort policies.

**Supervisor Responsibilities**
- Assist the Spa Director to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory). Ensure that coordinators enter all tickets accurately in Book4Time/reservation software.
- Motivate the front desk and spa team to up-sell, cross-sell and pre-sell services and products by creating incentives with Spa Director to increase revenue sales.
- Work closely with Spa Director to ensure operational efficiency within the Spa Department.
- Ensure spa associates have the proper tools and information to maximize each guest interaction.
- Assist spa coordinators with incoming calls.
- Perform daily reservation audits to ensure accuracy of arriving reservations.
- Monitor occupancy and open/close inventory when necessary.
- Attend to spa coordinators needs to address and resolve issues with callers.
- Ensure spa teams understanding and compliance with all Spa SOP’s or LSOP’s).
- Maintain organization of front desk areas. Ensure all checklists are complete.
- Ensure accuracy of payments and cash handling.
- Work closely with Spa Director to accommodate group requests.
- Work with Spa Director communicating to staff in-house groups or VIP’s that are in house and how to not only, take care of their needs, but to anticipate them, as well.
- Work closely with Spa Director to maximize Book4Time schedule.
- Assist with training of new Spa associates.
- Perform any duties assigned by Spa Director.
- Work Manager-on-Duty shifts in the absence of the Spa Director and/or to cover lunch breaks for Spa Coordinators.

**JOB REQUIREMENTS**

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he/she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.
- Ability to sit or stand continuously to perform essential job functions.
- Ability to maintain a pleasant disposition and work smoothly in a high stress work environment.
- Proven ability to lead, motivate, train, and appropriately discipline staff.
- Have a passion for excellence and a desire t

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