Spa Experience and Spa & Facility Supervisor

Reporting to the Assistant Director, the Spa Experience & Facility Supervisor will oversee the Spa Reception, Reservation & Facility departments, acting as a Manager on Duty as assigned.   The Spa Experience & Facility Supervisor will operate an efficient and profitable business in these departments and ensure uncompromising attention to quality of service based on the areas of focus outlined in the below job responsibilities.

RESPONSIBILITIES:

• Act as a Spa Experience Coordinator or Spa Attendant adhering to all Willow Stream standards and protocols as required.
• Consistently model professional engaging, luxury 5 star service to the respective teams.
• Assist in recruitment, development and training of all SEC’s & SA’s.
• Ensure Guest satisfaction at all times by ensuring that safety and service is always the spa's first priority.
• Take a leading role in resolving any and all guest concerns by role modeling professional service delivery.
• Assist in the development and implementation of reception, reservation & facility operations protocols in line with luxury standards.
• Assist with increasing departmental revenues through treatment up-sells and maximizing treatment room utilization.
• Assist the Retail Supervisor with increasing the boutiques revenues through individual and team goals based on monthly retail budget.
• Ensure the spa facilities, treatment rooms and pool area are in peak condition at all times (maintenance and cleanliness).
• Ensure service excellence through facility audits/evaluations and follow-up.
• Ensure effective and timely communication among all spa departments and throughout the Hotel through weekly/monthly departmental communication meetings.
• Maintain thorough knowledge of competitors, including location, product offering, pricing, promotions and sales techniques.
• Act as a Trainer where required and implement effective training plans for SEC’s & SA’s
• Review daily productivity and approve payroll.
• Ensure full understanding of Spa operations and attend hotel operation meetings as required
• Ensure inventory management of spa operating supplies/equipment which includes: monthly count, ordering, receiving, par levels and dispensing controls.
• Ensure effective and timely communication among all spa departments and throughout the Hotel through weekly/monthly departmental communication meetings.
• Conduct development and performance management discussions as required in a timely manner.
• Ensure adherence of hotel, spa and facility standard operating policies.
• Ensure adherence of standard operating procedures for all SEC’s.
• Offer support and supervision for all spa departments as required.
• Create a visual presence within department for all spa staff via regular facility walk-throughs.
• Role model and ensure adherence to all safety procedures and practices for spa colleagues.
• Carry out any other duties and responsibilities as assigned.

QUALIFICATIONS:

• Minimum of 2 years experience in supervisory position in a spa or hospitality industry
• Retail experience and a passion for sales as asset
• Diploma or Degree in hospitality or related field an asset
• Previous experience in a luxury environment and passion for spa or wellness is an asset
• Desire to provide phenomenal guest experiences, a passion for quality, and strong attention to detail
• Career-minded individual with strong personal initiative and a desire to achieve the department’s vision and goals
• Highly organized, results-oriented with the ability to be flexible and work well under pressure in a fast-paced, changing environment
• Energetic individual who is able to prioritize to complete many diverse tasks concurrently
• Excellent communication skills both written and verbal
• Ability to build strong relationships, foster cooperation and lead a team of Spa professionals
• Successful track record in professionally addressing & resolving difficult and challenging issues at all levels
• Proven leadership skills, which include coaching, time management, training abilities and strong motivational skills.
• Ability to develop and encourage an open, stimulating and trusting environment that reflects our Company Mission, Brand Promise and Values
• Computer literacy (Word, Excel, Power Point).