Spa Supervisor Rosewood Hotels and Resorts

Job Summary:

Under the general supervision of the (Assistant) Spa & Wellness Manager, is responsible for the quality and operational concerns of the spa. The position is primarily responsible for supervising the Spa Associates to attain maximum satisfaction of guest handling in the department. In the absence of the (Assistant) Spa & Wellness Manager, carry out the duties and maintain the standards ensuring the smooth running of the Spa, including all enquiries and complaints.

Essential Duties and Responsibilities:

General Duties:

• Responsible for supervising the Spa Therapists and Spa Specialists in terms of service and standard of operations.
• Perform all spa treatments to the highest standard and in accordance with standard operating procedures.
• Create and update standard operating procedures and treatment protocols for all Spa treatment and service related areas.
• Create and monitor checklists for operations.
• Perform opening and closing procedures according to the shift.
• Inspect treatment rooms and associated areas (e.g. pantry) at the start of the shift and before each treatment to ensure that the set-up of treatment rooms is in accordance with established standards and to ensure that there is an adequate supply of guest amenities, towels, facial robes and other supplies.
• At the close of operating hours, inspect to ensure that Spa treatment rooms are in the standard set-up and all cabinets are locked. Also, to check if the Relaxation Lounge, Changing Rooms, Kitchen and Linen Room is properly at standards and closed accordingly.
• Check and replenish amenities of the Spa areas at the start, end and if necessary during her/his shift.
• Maintain the cleanliness and hygiene of the Spa as a whole with great attention to detail so that nothing is overlooked, supporting associates that all areas are fully stocked with all items necessary to provide all services and treatments.
• Ensure the daily schedule of associates is followed and checks their standard grooming.
• Book appointments, and ensuring all needed information is recorded.
• Greet and anticipate guest needs within the Spa and exceed their expectation at every opportunity with the highest level of personalization.
• Be knowledgeable about and promote all services and products within the Spa, attending all necessary training courses.
• Ensure the smooth running of the Spa with clear communication with both associates and guests regarding appointments, and retail products, providing a seamless service throughout the whole Spa supporting all Spa associates with all their various roles within the department.
• Be mindful of the Spa Concierge, Spa Therapist, Spa Specialist and Spa Attendant duty schedule to ensure business needs are met and suggestions are made to the (Assistant) Spa Manager.
• Cover Spa Concierges and Spa Attendants shifts whenever necessary.
• Check the condition of the Spa facilities and equipment and reports any damage immediately to the (Assistant) Spa Manager, Assistant Director of Wellness or Director of Wellness.
• Explain benefit and procedures of the treatments to guest, providing insight and product knowledge of its active ingredients.
• Recommend cosmetic retail products properly explaining what the product is for, and what benefits the clients.
• Give lifestyle information to the guest on how to follow up the treatment back home or with an additional spa treatment.
• Upsell, cross-sell and follow-up sell of additional Spa treatments.
• Always lead by example to the rest of the Spa team promoting effective communication so as to ensure guests that there is a close team spirit and nurturing environment.
• Take a proactive approach to the management of the department, anticipating potential opportunities.
• Consistently meet the expectations and requirements of internal and external guests.
• Obtain first-hand guest information and use it for improvements in products and services.
• Acts with guests in mind; establishes and maintains effective relationships with guests and gains their trust and respect.
• Maintain effective communication within the department and ensure that the department manager is kept well informed of any problems/queries that have arisen.
• Liaise with other departments to ensure good communication and offer support.

Talent & Culture:

• Be responsible for the training, and guidance of the Spa Therapists and Spa Specialists in all aspects of the Spa duties and overseeing the treatment rooms, social house, bathhouses and changing room standards ensuring all associates are performing up to the standard and highly motivated.
• Maintain departmental records with respect to associate and training issues, associate development issues and departmental communication issues.
• Ensure the Spa Therapists and Spa Specialists paperwork i.e. guest health checks are completed, and updated and product sales, and commissions are recorded accurately and in a timely manner.
• Participate in interviews process alongside with the Talent & Culture for potential new associates as and when required.
• Carry out one to one, assist performance appraisals and reviews for all relevant associates on a regular basis ensuring that the hotel s succession planning is upheld.
• Be responsible for the welfare and motivation of associates making use of the information obtained through the annual Sense of Engagement Surveys, appraisals and frequent one to one chats.