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Spa Supervisor

Company: Keswick Hall
Location: Charlottesville
Posted on: May 9, 2022

Job Description:

Overview:Keswick offers an opportunity to grow and develop your career in an environment that provides a fulfilling workplace for employees, creates an environment for continuous learning, and embraces the ideas and diversity of others.In addition, we offer a robust benefits package including health, dental, vision, life and disability; a competitive PTO offering, as well as 401(k).The Spa Supervisor is responsible for overseeing the flow of guests and ensuring the details of each day are completed to Keswick Hall Spa standards. The Spa Supervisor provides coaching and training to the Spa Coordinator team. The Spa Supervisor responds to all group inquiries and schedules groups according to their needs and our schedule. The Spa Supervisor addresses complaints and resolves guest and associate problems in the absence of the Spa Director.Responsibilities:ESSENTIAL JOB DUTIESOversee the day to day flow of guests, while ensuring a positive, professional atmosphere at the front desk.Work closely on shift with the Spa Coordinator team to ensure that all procedures and protocols meet property standards. Provide coaching and training to all new and existing Spa Coordinator staff.Schedule spa services using Book4Time booking system and follow all procedures as outlined in the Spa Coordinator training manual. Explain and promote all spa facilities, services and activities in a positive manner.Review future appointments, double check for cancellations and discounted package pricing in the Book4Time schedule. Detect and prevent any problems with spa scheduling. Reconcile treatment and billing discrepancies that occur during each shift and assist Spa Coordinator team with discrepancy issues as they arise.Work with the Spa Director to create and maintain a weekly staff schedule, Spa Director will have final approval.Receive retail shipments, enter items into Book4Time inventory system, price items, and work with spa team to arrange the retail floor. Count monthly inventory and analyze results with Spa Director. Work with the buyer to keep gift and logo merchandise adequately stocked.Respond to all group inquiries with a sense of urgency and work with group coordinators, sales and marketing and Spa Director to schedule groups according to their needs and our schedule. Welcome the group on the day of their arrival and oversee their stay ensuring it exceeds expectations. Upsell treatments and spa gifts to all groups.Ensure accuracy of the Spa Coordinator training manual and update as needed.Assist the Spa Director in planning and executing Spa Coordinator staff meetings and training sessions, ensuring 100% attendance.Ensure cleanliness in all areas of the front desk and retail boutique. Report all operational and maintenance issues promptly to engineering and follow up to ensure completion.Follow up promptly with Spa Director on all comments, concerns and suggestions made by guests and staff.Provide input to the Spa Director on associate reviews and any associate disciplinary issues in accordance with Keswick Hall Spa standards.Address complaints and resolve guest and associate problems in the absence of the Spa Director.Assist in establishing and maintaining standard of excellence in professional image and service.Attend all spa meetings, training sessions, and resort meetings as scheduled.Be available to work holidays, weekends and evenings as needed.Participate in and support hotel and company efforts towards sustainability and environmental initiatives.Perform other duties as directed, developed or assigned.Qualifications:QUALIFICATIONSRequired2-4 years supervisory experience required, experience in the spa or health industry is strongly desired, luxury hotel experience preferred.Experience coaching, training, delegating and monitoring the work of a small team.Demonstrated versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm. Must be responsive and have a strong sense of urgency.Demonstrated ability to plan, prioritize and organize projects and workflow.Intermediate level skills with spreadsheets and word documents, experience with Google Drive preferred.College course work strongly preferred, High School Diploma required.Available to work holidays, weekends and evenings as needed.SKILLSExcellent eye for detail, ability to multi-task and work in a fast paced environment.Ability to clearly, legibly, and pleasantly communicate in English, both orally and in writing, using correct spelling and grammar, with guests, co-workers and management both in person, via email and by phone.Ability to ascertain guests needs, promote positive relations, and turn spa appointment inquiries into confirmed bookings.Ability to maintain discretion and confidentiality of all guest and hotel information.Aptitude for math and ability to process cash and bill for transactions.Strong organizational, problem-solving, and analytical skills with acute attention to detail and follow up.Professional appearance and demeanor.Ability to work as a team and work independently.Ability to maintain concentration, think clearly and follow through with requests and interdepartmental communication.Ability to remain calm under pressure, make decisions and be solution oriented, and create a positive outcome from a challenging situation.Good judgment with the ability to make timely and sound decisions.DesirableKnowledge of Book4TimeExperience in retail sales and merchandisingKnowledge of the local geographic area, competitors and business trends.Knowledge of the spa industry, treatments, and modalities.Knowledge of Charlottesville culture and activitiesTRAVEL REQUIREMENTS - NonePHYSICAL DEMANDSFrequent or occasional need to perform the following physical activities: reaching, bending, pushing, pulling, twisting, lifting, and climbing.Constant need to stand for long periods of time.Constant need to perform the following physical activities: grasping, turning, finger dexterity.Lifting/carrying up to 10 lbs. frequently and 25 lbs. occasionally.Vision requirements: constant need to view small print. Frequent need to see small details and things clearly beyond arm's reach.Hearing requirements: constant need to speak on telephone and/or two-way radio, respond to general public and converse with staff. Ability to hear fire alarms and emergency equipment.

Keywords: Keswick Hall, Charlottesville , Spa Supervisor, Other , Charlottesville, Virginia

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