Spa & Retail Supervisor (FT)

Supervisor, Spa and Retail

The Pendry collection is a portfolio of extraordinary hotels and resorts. While each property is unique, at Spa Pendry we all share an intricately crafted and intentional approach to wellness with authenticity in a new luxury environment. We bring the soul of the locale to life through our treatment menu and deliver unforgettable experiences with skill to the modern traveler. We have a passion for excellence and seek to continuously deliver exceptional and highly personalized service with humility and grace as we genuinely care for our guests in an environment of emotional hospitality and wellbeing. Your role with Spa Pendry will be to contribute to the collective success of our brand, meeting and exceeding guest expectations by aligning with our mission, vision, and values.

The Spa and Retail Supervisor aids in overseeing the day-to-day operations of Spa Pendry and Retail outlets at Pendry hotel, while taking personal responsibility for guest and associate experience as well as administrative responsibilities assigned by the Manager of Spa and Retail.

Essential Functions

• Provide direct guest service including but not limited to spa reservations, check-in, in-person attending before and after spa services and at check-out ensuring an impeccable guest experience from start to finish. Follow up on guest comments and post-stay surveys as assigned.
• Provide associate support and direction, including but not limited to maintaining cleanliness and condition of guest areas, ensuring rest and meal breaks are taken appropriately, resolving guest and associate issues with grace and a sense of urgency, and facilitating wow moments to surprise and delight our guests while fostering a culture of gratitude and authenticity.
• Ensure policies and standard operating procedures are followed personally and by spa and retail team members to ensure compliant and smooth daily operations.
• Actively participate in maintaining optimal spa performance results such as daily, monthly, and yearly financials, hotel guest capture rate, return guest retention, sales to service ratios, average ticket, treatment area utilization, cost of sales and profit margin.
• Facilitate ongoing spa and retail team training in areas such as: luxury guest service, retail product merchandizing, retail product knowledge and sales, maximizing spa experience booking, computer systems, internal resources, and standard operating procedures.
• Ensure all associates have the proper initial and ongoing training, tools, supplies, and timely communication needed to service our guests according to the highest standards of excellence.
• Oversee retail administrative functions as assigned, such as vendor relations, placing fill in orders, troubleshooting product or delivery issues, placing special orders, maintaining product accuracy in software systems, conducting monthly physical inventories, inventory financial reporting and critique, completing cost transfers and adjustments where needed.
• Maintain a level of foresight in determining spa team schedules and adjusting labor where needed, as well as maximizing bookings and group sales opportunities.
• Actively participate in safety programs and abide by all injury reporting and safety behavior requirements and can coach team members on acting with safety and security mindedness.
• Participate in and support Pendry's efforts toward community service, sustainability, and environmental initiatives including Hearts of Pendry programs.
• Communicate occurrences involving staff or guests that require attention. Handle concerns professionally and courteously with guest, associate, and Pendry interests at heart.
• Assist in any other function as requested by Director or Spa and Retail.

Qualifications

Required

• Minimum of 2 years of experience in a similar environment, with expertise in the spa and retail industries.
• Maintain a flexible schedule. Able to work holidays, mornings, evenings, and weekends.
• Excellent written and verbal communication and computational skills.
• Excellent punctuality and time management skills.
• Upmost professionalism, integrity, passion, and strong work ethic.
• Approachable, humble, and positive attitude.
• Empathetic and able to show strong support and concern for guests and team members.
• Adaptability, transparency, teamwork, and passion for learning and mentoring.
• Possess a dynamic and extensive level of leadership skills including the ability to remain calm under pressure, good conflict resolution abilities, problem solving and critical thinking skills.
• Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations, including, but not limited to the following statutes and their comparable state and local laws (where applicable): Title VII, ADEA, Equal Pay Act, Pregnancy Discrimination Act, FLSA, ADA, OSHA, FMLA, and NLRA.

Preferred

• Experience in a luxury spa or hotel environment that follows the highest standards of guest service; preferably one which has attained a 4, or 5-star rating by Forbes.
• Formal education or degree in Hospitality or trade school relating to spa services.

Skills

• Excellent eye for detail in cleanliness and presentation and ability to rectify areas that are not up to luxury standard in a timely manner.
• Ability to multi-task, prioritize and delegate gracefully in a fast-paced environment.
• Able to adapt focus when working independently and as a team to complete important tasks.
• Able to remain calm under pressure and think critically to determine the best course of action with a sense of urgency and importance for those affected.
• Passionate about luxury service and hospitality. Enjoy working with guests and associates and possess a friendly, customer first service orientation.
• Excellent interpersonal and organizational skills. Ability to work as a team and independently.
• Ability to maintain discretion and confidentiality of all guest and hotel information.

Physical Requirements

Position requires standing, walking, opening doors and giving direction most of the working day; must be able to push, pull and exert well-paced mobility while standing for up to 6 hours at a time. Length of time of these tasks may vary from day to day and task to task. Must be able to exert well-paced ability in a limited space. Must be able to bend, stoop, squat, twist and stretch to fulfill tasks. Must be able to lift and carry up to 20 pounds frequently and up to 45 pounds occasionally on a regular and ongoing basis. Must be able to use proper body mechanics to push and pull spa equipment and linen carts weighing up to 250 lbs. occasionally. Must be able to exert well-paced ability to reach different outlets and other departments of the hotel on a timely basis. Requires grasping, turning, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening, and hearing ability and visual acuity. Talking and hearing occur continuously with the need to speak on the telephone and respond to guests and converse with staff. Ability to hear fire alarms and emergency equipment. Vision occurs continuously, needing to view small print and details beyond arms reach, with the most common visual functions being those of near vision and depth perception. Requires manual dexterity to use and operate all necessary equipment.

The above is intended to provide an overview of the role and responsibilities for a Spa and Retail Supervisor at Pendry San Diego. It is not, and does not infer that, the above is an inclusive and/or exhaustive list of the duties and responsibilities inherent to the position. Pendry is an equal opportunity employer. This policy applies to all terms and conditions of employment.

We take great pride in making our guests and associates feel welcome, cared for, recognized and respected. If you don't quite meet every single requirement, but still believe you'd be a great fit for the job, hit the "Apply" button and start your journey with us.

The pay scale for Spa & Retail Supervisor is $27 - $29 per hour.

In the United States we are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.