Spa Front Office Supervisor - Mii amo

Job Description

Job Description

Are you outgoing, energetic, passionate, and authentic? Enchantment Resort is the perfect spot for you!

At Mii amo, we work together to create and deliver personalized extraordinary experiences for all guests and team members here at the resort. Our culture is fast-paced, collaborative, inclusive, engaging, and we have one of the best views you’ll ever find! Come join us!

Basic Function: Lead the Mii amo Spa Coordinators, Spa Attendants, Concierge and Bell Staff and be responsible for delivering an unequaled spa experience for guests. Work with other managers and supervisors and oversees all aspects of the spa and related services including, but not limited to, developing and monitoring front desk staffing, reservations, locker room and pool/bell staff, SOP’s, check-in-procedures and guest service. Act as additional support and cover shifts as a Spa Coordinator as needed

Work Performed:

1. Assist Front Office Manager, Spa Coordinators, Concierges, Bell Staff and Lounge Attendants during operations, including positive reinforcement and disciplinary action when appropriate
2. Monitor and reinforce quality standards through daily feedback with employees as set by Management and Preferred standards
3. Review staffing levels for today, tomorrow and the next day to ensure levels are appropriate given business needs
4. Assist in preparing and executing Spa Coordinator, Concierge, Bell Staff and Lounge Attendant evaluations with Front Office Manager
5. Maintain open communication with management, employees, and guests and communicate all goals and appropriate information with spa staff
6. Maintain SOPs, Training Manuals and operational checklists
7. Lead and monitor new hire training for Spa Coordinators, Concierge, Bell Staff and Spa Attendants
8. Ensure proper procedures of cash handling and billing for services received are being followed
9. Complete billing adjustments to both guest bills and house accounts
10. Participate in hiring staff and ensuring proper on boarding/training for maximum efficiency in department
11. Orchestrate all group billing and communication to coordinator team and accounting department
12. Continually update department documentation including training binder, SOP and checklists
13. Ensure arrival preparation is complete including communication of nuggets and room moves
14. Attend Spa Coordinator, Spa Attendant, Concierge and Bell Staff meetings
15. Facilitate daily crossover meetings and lounge line ups
16. Work diligently to uphold facility standards by completing and monitoring completion of walk-throughs
17. Diligently work towards promoting a team environment within the department and as a resort as a whole
18. Promote cross and upselling by team members
19. Cross train and work within Mii amo Reservations as needed
20. Monitoring and upholding facilities and rooms to Mii amo standards
21. Work diligently with Spa Supervisors to ensure effective spa operations
22. Act as MOD in absence of manager to rectify potential guest and staff issues
23. Fill in when necessary as Front Desk, Reservations, Spa Attendant, Concierge and Bell Staff
24. Attend necessary meetings at the resort
25. Other duties as assigned

Supervision Exercised : Spa Coordinators, Spa Attendants, Concierge, Bell Staff

Supervision Received: Front Office Manager, Assistant General Manager, and General Manager

Responsibilities and Authorities:

1. Serve as a destination guest point person ensuring proper preparation, check-in and check-out procedures
2. Act as a Maestro specialist to assist in training and monitoring that staff is following the correct procedures for data entry and correcting discrepancies
3. Support and communicate with Front Office Manager to ensure all supervisor tasks are completed on a daily and weekly basis

Minimum Requirements:

Excellent communication skills and possess a working knowledge of the spa and health industry. Skilled in the operation of hotel Property Management Systems. The ability to read and interpret documents such as safety rules, operating and procedure manuals, reservation printouts and budget reports. The ability to think and respond quickly to pending problems and ability to effectively process information and prioritize tasks at hand. Ability to make decisions that are in the guest and spa’s best interest. 

Physical Requirements:

20% Sitting

80% Walking, standing and bending

Lifting/carrying up to 50 lbs.

Hearing and manual dexterity

Distance vision 1-3 feet

Ability to drive golf cart on occasion as necessary