Spa Supervisor

Description

This description documents the general nature and level of work. As business needs change, so will the elements of this job, requiring the incumbent to be adaptable and to perform other duties as required.

SUMMARY:

The Spa Supervisor supports the spa's daily operations by overseeing guest-facing areas, assisting with spa front desk functions, and ensuring the overall cleanliness and organization of spa spaces. This role helps maintain a serene, welcoming environment that reflects the Ojo Spa Resorts experience while upholding high standards of gracious customer service.

As a key member of the Spa leadership team, the Spa Supervisor ensures operational consistency, assists in coordinating team schedules, and provides guidance and direction to Spa Attendants and other support staff. They are also responsible for ensuring quality control across spa facilities and helping to implement spa policies and procedures.

The Spa Supervisor also acts as a liaison between team members and spa management, supporting staff performance, addressing guest needs, and modeling Ojo Spa Resorts’ Core Values in all interactions. This role requires a hands-on, service-driven individual passionate about wellness, hospitality, and creating exceptional guest experiences.

The incumbent is responsible for modeling and acting in accordance with Ojo Caliente Holdings, Inc. (OCHI) Core Values: Accountability, Authenticity, Diversity, Excellence, Gratitude, Happiness, Integrity, Mindfulness, Respect and Teamwork

ESSENTIAL JOB FUNCTIONS / RESPONSIBILITIES:

Operational:

1. Assist Spa Management with spa activities, special projects, and other spa responsibilities as needed.
2. Have a comprehensive knowledge of all spa services, yoga classes, workshops and resort activities.
3. Tour guests through the spa facilities and expertly escort them to their lockers and/or private pools in an unhurried, relaxed, and thorough manner.
4. Attendant will report immediately to Spa Manager any maintenance issues, guest issues, first aid needs of guests, or other situations they feel they cannot handle.
5. Handle daily paperwork as directed.
6. Open and close the spa using provided checklists.
7. Ensure all areas of Spa are immaculate by personally inspecting.
8. Supervisor will use their time productively and effectively by utilizing department checklists and training manuals or by seeking direction from Spa Management.
9. Supervisor will use their time to grow in their knowledge and skillset of their position.
10. Perform Spa Attendant duties as needed. Assists the Springs staff when needed.
11. Understand first aid/emergency procedures and be able to assist guests accordingly. Is familiar and comfortable with the incident reporting process. Is trained in CPR/AED.
12. Provides oversight of team members, with regard to Quality Control as noted below

• Ensures Room Assignments are posted.
• Ensures that hydrocollators are turned on for AM shifts; turned off for PM shifts.
• Notifies Facilities department through work orders when equipment isn’t working or an area is unsafe.
• Ensures computers are turned on and logged in for the start of the day.
• Ensures all spa amenities, paper supplies, etc. are always filled for guest use
• Ensures all showers, shower curtains, toilets, sinks, counter areas are always clean.
• Ensure all supplies are always stocked. Ensures PAR levels of all supplies are maintained.
• Ensures daily robe count back from laundry is logged.
• Ensures all water containers are cleaned and sanitized at end of the day.
• Ensures all LMT work areas are organized, cleaned, sanitized, and stocked throughout the day.
• Perform a facility walk at the start of the workday and end of the workday to assure that the spa is exceptionally clean, neat, restocked, well-maintained, and safe.
• Ensures all team members are at their assigned posts and completing the tasks assigned to that position excellently.
• Completes massage room equipment inventory
• Ensures LMT products are dispensed before the start of their shifts and that all products are returned at the end of the day.

13. Reports to work in the department’s required uniform. Wears a name tag.

14. Supports and assists Spa Managers with special projects, scheduling, inventory, and training staff.

15. Cross-trains in the Springs and Lodging department to create a seamless guest experience.

SUPERVISION

1. Supervise spa team members, under the direction, and in the absence of Spa Management.
2. Dedicates a considerable amount of time to overseeing the activities of all shift team members. This involved evaluating individual performance and providing coaching opportunities for improvement. Encourage overall group cooperation.
3. Create a positive learning environment by providing clear, specific, timely, and respectful coaching and feedback that strives for the attainment of excellence and improves overall performance.
4. Provides Manager with reports on accomplishments and matters of concern about staff. Assists in evaluating staff performance issues and taking disciplinary action when approved by Management.
5. Supports staff by positively reinforcing successful performance and giving respectful and encouraging coaching as needed.
6. Assist in training new workers by utilizing provided training manuals and checklists to ensure they understand the correct way of completing tasks.
7. Maintains a calm demeanor when confronted with difficult situations to set a positive example for team members.
8. Develop positive relationships with staff by understanding and addressing individual motivation, needs, and concerns.
9. Support and deliver consistent messaging and expectations to all staff based upon department, upper management, and resort decisions and policies.

Requirements

QUALIFICATIONS:

1. Ability to work a flexible schedule including days, nights, weekends, and holidays.
2. This role requires the ability to perform tasks requiring manual dexterity, auditory focus, and visual attention.
3. Minimum two (2) years of spa experience with supervisory duties preferred.
4. CPR certification preferred. Certification will be obtained on the job if needed.
5. High school diploma (or equivalent).
6. A valid driver’s license is required.
7. This position requires operation of a company-owned golf cart; therefore, pre-approval from Ojo Spa Resorts is required. This includes completing a Motor Vehicle Record Disclosure and Release form so our insurance broker can conduct a motor vehicle report check.
8. Reliability and punctuality are critical. Attendance and timeliness are critical.
9. Desire to ensure the best possible guest experience.
10. Ability to work in a quiet environment to respect Ojo’s whisper policy.
11. Ability to handle exposure to heat and steam from the sauna and steam rooms.
12. Must be able to work outdoors in all types of weather including heat and cold.
13. Physical Requirements: Ability to stand and move for eight hours or more per day, both indoors and outdoors, sit, reach, lift, bend, kneel, stoop, climb, and push/pull items and laundry bins weighing up to 60 lbs.
14. A positive, friendly attitude with guests is essential.
15. The position requires manual dexterity; auditory and visual skills; and the ability to follow written and oral instructions and procedures.

This job summary is not intended to be all-inclusive. The employee may be requested to perform other reasonable related duties as assigned by their supervisor or management

Due to the natural environment at Ojo Spa Resorts, all staff must be comfortable outdoors performing physical activities, and be able to navigate uneven ground, diverse terrain, multiple stairs, and be prepared to work in unpredictable weather conditions.