Spa Supervisor

The Cliffs Hotel and Spa•Pismo Beach, CA

About The Position

Spa Supervisor- The Cliffs Hotel and Spa The Cliffs Hotel & Spa is the premier oceanfront hotel on the Central Coast. Come to work every day to beautiful ocean views of Shell Beach! Be part of a team known for outstanding customer service that creates lasting, happy memories for all our wonderful guests. The Cliffs Hotel & Spa is a locally owned business and proud supporter of our local Central Coast Community, providing donations and hosting community-focused programs throughout the year including free and philanthropic events. We love our employees - we host employee appreciation events, offer daily discounted lunches from our restaurant, and offer special hotel benefits. The Spa at The Cliffs is continuously growing and expanding! We are seeking a detail-oriented, efficient, and motivated full-time Spa Supervisor who can engage with guests using a personalized sense of service while overseeing daily operations. We look forward to connecting with you! Position Summary: The Spa Supervisor assists the Spa Manager in overseeing daily Spa operations to maximize sales and revenue. They will direct and coach staff; help address spa facility maintenance needs; teach and train employees; and ensure guest satisfaction. The Spa Supervisor will work directly with the Spa Manager to ensure cleanliness and safety standards are executed, upholding the California State Board Standards and Regulations as well as The Cliffs Mission, Values, and Basics. Spa Supervisor works closely with Spa Attendants, Spa Lead, Spa Reservationists, Massage Therapists, Estheticians, and Spa Manager. Essential Functions of the job: Ensure all guests are welcomed in person and over the phone with a gracious, welcoming, warm and friendly attitude Provide excellent customer service at all times, leading by example and upholding The Cliffs Mission and Values Assist with the daily schedule to ensure breaks are scheduled appropriately for therapists, and all appointments are covered with proper staffing levels Help ensure weekly schedule of attendants, reservationists, leads, therapists, is appropriate according to the needs of the business, covering shifts as needed, within payroll guidelines Assist with interviews and onboarding, in partnership with Spa Manager, to ensure all roles are filled in a timely manner Supervise and provide direction to staff to ensure all Spa service standards are exceeded in order to achieve Spa goals and to drive sales Assist in coordinating the training of new spa employees, re-training as needed; and assist with training of newly implemented Spa and hotel procedures Answer phones promptly and schedule spa and facility reservations according to company protocol Ensure scripting standards for reservations are maintained per guidelines Communicate with guests in an articulate manner, using correct verbiage and avoiding slang Demonstrate genuine sense of interest and concern, and/or anticipatory service when appropriate and helpful; guided by The Cliffs' Mission and Values Manage the spa check in process, stepping in to assist as needed, and provide information about current promotions, products, membership, and services in the spa; giving personalized, thoughtful, and intuitive recommendations while guiding on a tour of the spa facilities Solicit guest feedback with a genuine sense of interest and concern to understand needs and wants of customers, demonstrating anticipatory service when appropriate, taking immediate corrective action when guests' needs are not met React to any and all guest complaints in a timely, discreet and professional manner; offering appropriate alternatives to difficult requests Ensure cleanliness is maintained in accordance to California State Board regulations in treatment room and common, public areas Communicate graciously, professionally, and courteously with guests, management and co-workers Comply fully and consistently with all the hotel conditions of employment and standards of uniform, grooming, and safety Attend meetings and trainings to learn current spa and hotel information, and new techniques or treatments when necessary Supervise the care of equipment, minimizing waste, breakage and misuse Communicate effectively and immediately any situations that involve other team members or upper-management. This includes employee-related issues as well as guest issues Performs monthly inventory for spa to ensure all items are stocked and on hand for therapists and guests Act as Spa Manager when necessary. Perform all other tasks as assigned by manager Physical Requirements: Ability to stand continuously for the duration of the shift (4-8 hours) Ability to sit continuously for the duration of the shift (4-8 hours) Ability to carry 40+ pounds when necessary

Requirements

High school diploma or GED equivalent; college degree preferred
Working knowledge of guest services in a luxury hotel setting
RBS Trained, ABC Exam certified
Excellent command of English language
Ability to work with and manage people effectively
Ability to multitask and work in mentally demanding situations
Ability to provide a high level of customer service
Ability to work weekends and holidays
Ability to be sales oriented and able to communicate information regarding product and services to guest
Maintain a friendly, outgoing attitude throughout all shifts
Must be able to communicate and work effectively with co-workers in all departments
Ability to stand continuously for the duration of the shift (4-8 hours)
Ability to sit continuously for the duration of the shift (4-8 hours)
Ability to carry 40+ pounds when necessary

Responsibilities

Ensure all guests are welcomed in person and over the phone with a gracious, welcoming, warm and friendly attitude
Provide excellent customer service at all times, leading by example and upholding The Cliffs Mission and Values
Assist with the daily schedule to ensure breaks are scheduled appropriately for therapists, and all appointments are covered with proper staffing levels
Help ensure weekly schedule of attendants, reservationists, leads, therapists, is appropriate according to the needs of the business, covering shifts as needed, within payroll guidelines
Assist with interviews and onboarding, in partnership with Spa Manager, to ensure all roles are filled in a timely manner
Supervise and provide direction to staff to ensure all Spa service standards are exceeded in order to achieve Spa goals and to drive sales
Assist in coordinating the training of new spa employees, re-training as needed; and assist with training of newly implemented Spa and hotel procedures
Answer phones promptly and schedule spa and facility reservations according to company protocol
Ensure scripting standards for reservations are maintained per guidelines
Communicate with guests in an articulate manner, using correct verbiage and avoiding slang
Demonstrate genuine sense of interest and concern, and/or anticipatory service when appropriate and helpful; guided by The Cliffs' Mission and Values
Manage the spa check in process, stepping in to assist as needed, and provide information about current promotions, products, membership, and services in the spa; giving personalized, thoughtful, and intuitive recommendations while guiding on a tour of the spa facilities
Solicit guest feedback with a genuine sense of interest and concern to understand needs and wants of customers, demonstrating anticipatory service when appropriate, taking immediate corrective action when guests' needs are not met
React to any and all guest complaints in a timely, discreet and professional manner; offering appropriate alternatives to difficult requests
Ensure cleanliness is maintained in accordance to California State Board regulations in treatment room and common, public areas
Communicate graciously, professionally, and courteously with guests, management and co-workers
Comply fully and consistently with all the hotel conditions of employment and standards of uniform, grooming, and safety
Attend meetings and trainings to learn current spa and hotel information, and new techniques or treatments when necessary
Supervise the care of equipment, minimizing waste, breakage and misuse
Communicate effectively and immediately any situations that involve other team members or upper-management. This includes employee-related issues as well as guest issues
Performs monthly inventory for spa to ensure all items are stocked and on hand for therapists and guests
Act as Spa Manager when necessary
Perform all other tasks as assigned by manager