Spa Guest Services Supervisor

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Dolce Vita Wellness & Medical Spa is seeking a passionate, committed and talented individual with prior experience in a resort/spa setting to join our dedicated team of spa professionals. The ideal candidate is passionate about achieving excellent guest satisfaction results and building strong relationships with our members/guests and employees.

Purpose: The Spa Guest Service Supervisor is responsible for the day to day operation of the Customer Service/Front Desk Department as well as the overall wellbeing of the front desk and support staff. The team of professionals is the cornerstone of our Spa and the guest experience. Your team will be responsible for providing outstanding sales and customer service for members/guests/clients that visit our elegant spa. As the Guest Service Supervisor you will be expected to train and develop your staff and empower your team to make smart decisions. Guest and employee satisfaction will be critical to your success. The Guest Service Supervisor will have great organizational skills, exceptional follow through, and a can-do attitude.

Primary Responsibilities:

• Responsible for efficient daily operation of Guest Services.
• Anticipate, identify and ensure customer needs are being met in the best possible way.
• Responsible for orchestrating a consistently exceptional guest arrival and departure experience that is aligned with Forbes standards.
• Uphold gracious front desk procedures in the booking and handling of customers.
• Respond to guest questions, concerns, comments, and requests promptly, courteously and professionally
• Anticipates potential problems by reviewing and monitoring complaints, operational issues, business flow and Team performance to ensure high levels of customer satisfaction and quality.
• Maintain fresh, effective programs to consistently retain and grow customer base.
• Monitors and assesses service and satisfaction trends, evaluates and addresses issues and makes improvements accordingly.
• Responsible for all membership sales and community outreach as well as ensuring our guests have the model experience that Dolce Vita is known for.
• Monitors SOPs to ensure consistent exceptional service is provided. Assists in developing and updating policies and procedures. Re-evaluates procedures as needed to improve service and overall property efficiency and operations.
• Participates in weekly meeting with Management Team to ensure weekly goals, challenges, and service standards are met.
• Conducts monthly Guest Service meetings to review previous month's service goals and current standings.
• Provides guidance and leadership to all Team Members. Assists with selection, training, scheduling, supervising, developing, disciplining and counseling according to property policies and procedures.
• Maintains employee morale, coaching and counseling and sales motivation
• Ensures Team Members have current knowledge of spa products, services, facilities, events, pricing and policies. Ensures Team Members are kept informed about policies and procedures.
• Ensure that associates complete daily responsibilities and maintain the quality of guest satisfaction.
• Complete and reconcile all EOM reports as needed for financial reporting.
• Maintains adequate and accurate inventory.
• Communicate effectively with all other departments, including sales and marketing.
• Exhibit a professional attitude, diplomacy and an ability to handle difficult situations.
• Partner closely with Sales and Marketing teams to generate solid sales, and in creating the environment for healing and wellness.
• Addresses safety concerns, and any needed maintenance of equipment and facility repairs.

Qualifications:

• High school diploma or equivalent
• A minimum of 1-2 year's supervisory/management experience, within a hotel/resort/spa environment in addition to having exceptional customer service skills.
• Strong interpersonal and communication skills with the ability to communicate effectively with guests and employees.
• Demonstrated supervisory and influential leadership skills with the ability to motivate and train staff, & work cohesively with other departments & co-workers as part of a team.
• Ability to multi task and prioritize tasks efficiently.
• Strong knowledge of sales experience in the hospitality, retail, or spa industries.
• Previous experience/knowledge working with Spa scheduling systems is preferred.
• Ability to handle administrative tasks including but not limited to payroll, scheduling, inventory, and reporting.
• Proven track record in attracting, coaching, mentoring and developing top talent
• Knowledge of daily operations of front desk, reservations, yield management and problem resolution.
• Must have excellent interpersonal skills when dealing with associates and guests. Need to have the ability to supervise a staff of 6-8 associates.
• Proficient in Microsoft Office, Excel, Word and Google Docs will prove extremely vital to this role.

Job Type: Full-time

Pay: $19.00 - $25.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Evenings as needed
• Every weekend

Work setting:

• In-person

Experience:

• Spa or hospitality: 1 year (Required)

Work Location: In person