Spa Operations Supervisor

Job Description

Job Description

Spa Supervisor

Sign-On Bonus Available

Company Overview

Mandara Spa

Our journey began on the spiritual island of Bali, where we discovered a true reverence for the healing arts. Today, Mandara Spas can be found in diverse locations around the world. Every Mandara Spa experience is unique, because we honor the diversity of the culture we are immersed in as well as the Balinese traditions from our past. While no two Mandara Spas are identical, you will recognize us by our commitment to your ultimate satisfaction, our belief in the healing arts, and the spirit of generosity from which we perform your service. Namaste.

Job Summary

The Spa Supervisor is responsible for providing premier quality service to spa guests, generating revenue by leading the spa concierge and spa attendant teams, and maintaining consistent flow of general spa operations.

Responsibilities and Duties

• Perform Manager on Duty (MOD) duties daily
• Oversee opening and closing procedures, including all required cash handling procedures
• Assist with payroll duties, ensuring accuracy and adherence to timelines
• Manage and motivate the team to increase sales and ensure efficiency
• Handle and resolve staff inquiries and concerns
• Provide back-up support to the concierge team, including coaching and guidance to help them succeed in their roles
• Create and manage schedules for concierge and spa attendants
• Communicate monthly spa marketing promotions to staff and support the sale of spa memberships and packages; maintain strong knowledge of all hotel and spa offerings
• Participate in spa inventory management
• Respond to customer satisfaction survey comments daily; effectively resolve guest issues and complaints
• Assist and coach the concierge team in handling guest inquiries
• Research and resolve customer billing inquiries
• Oversee front desk reception and support development of best-in-class service to help position the spa as a market leader
• Schedule and confirm appointments, greet guests, provide tours, answer phones, and offer refreshments
• Direct client flow at the front desk, including check-in and check-out; escort guests to their appropriate service area (locker room, massage area, nail studio, weight room, etc.)
• Conduct quality control by monitoring the spa environment and standards, including retail visual merchandising

Qualifications and Skills

Technical or Administrative Knowledge

• Experience with a Point of Sale system preferred (Book4Time experience a plus); customer service phone experience required, retail experience a plus
• Basic knowledge of accounting principles
• Computer literate, including basic Microsoft Office proficiency and good typing skills
• Excellent listening, verbal, and communication skills
• Able to operate basic business machines (calculator, fax, printer, copier)

Required Abilities

• High school diploma or equivalent
• Must meet US employment and eligibility requirements
• At least 1 year of experience answering phones in a customer-oriented environment
• Excellent client care, service excellence, and attention to detail
• Due to the cyclical nature of the hospitality industry, flexibility to work varying schedules, including weekends, is required

Behavioral Competencies

• Cooperative, positive attitude with sound judgment
• Professional and sensitive in interactions with guests and coworkers
• Maintains a professional appearance at all times
• Pleasant, professional phone and front-facing client etiquette
• High personal standards: self-motivated, team player, responsible, and dependable

Benefits and Perks

A competitive benefits package is offered — inquire within for details, including:

• Health, vision, and dental insurance
• 401(k) savings plan
• Paid vacation, sick, and holiday time
• Employee spa service and retail discounts, plus Friends & Family program

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