Spa Supervisor

FUNCTION:

Assist the Spa Manager on daily spa operations, including staff and customers to ensure quality service standards and total guest satisfaction.

RESPONSIBILITIES:

• 
  Ensures complete guest satisfaction.
• Manage, and motivate all spa personnel with the daily supervision to include training, discipline, scheduling and visually monitoring performance to ensure adherence to all service and productivity standards to provide guest satisfaction.
• Ensure the tidiness and cleanliness of the spa facilities and good working operation of all spa equipment. Necessitates the tranquility and esthetic beauty of the spa facilities in order to promote an appealing and relaxing environment
• Managing retail and professional inventory
• Communicate with guests and employees, both verbally and in writing, to answer questions and provide clear direction in advising and instructing staff in details of work.
• Organize and conduct pre-shift and departmental meetings to disseminate pertinent daily information. Attend other hotel and casino meetings as deemed necessary.
• Investigates and address guest complaints.
• Ensures that Quality Standards and Services are maintained for Property, Product, and People.
• Enforces established policies and procedures for WinStar World Hotel and the hotel’s brand.
• May be required to work a varying schedule.
• Assists in conducting the departmental operational audits and assists in developing corrective action plans.
• Practices the WinStar World Hotel Culture and ensures all cultural expectations are implemented and regularly practiced throughout the hotel.
• Supports hotel’s training needs and efforts.
• Ability to open and close spa, checking guest in and out of spa, cash drawer transaction, keeping track of inventory for retail and professional use.
• Provide confirmation calls to clients who have scheduled services.
• Update the reservations/cancellations list throughout the day, inform therapists of last minute changes, and resolve scheduling issues as needed.
• Approach and educate clients on retail recommendations and spa treatments with confidence and knowledge.
• Recommend and up-sell services that fit the guests’ needs
• Effectively handle cash, credit cards, gift certificate and discount certificate transactions
• Must be able to work as a team with both front desk agents and therapists.
• Maintain orderliness, cleanliness and presentation of the retail area, salon, spa and lounge
• Must be well groomed in uniform or business attire.
• Other duties as assigned

TECHNICAL EXPERIENCE:

Skills and Specifications

• Proven spa leadership ability
• Personable, enthusiastic and ambitious with excellent time management, communication, organizational and follow-up skills
• Punctuality, professionalism and be a self-starter
• Must have considerable knowledge of computer systems for customer registration, reservations, reporting and etc.
• Must have thorough supervisory skills proficient in accomplishing the task
• Must have the ability to effectively deal with internal and external customers, some whom will require high levels of patience, tact and diplomacy to defuse anger, and resolve conflicts.
• Answer busy multi-line phone system in a professional manner
• Must be well groomed in uniform or business attire.
• Must have schedule availability to include evenings, weekends, and holidays
• Must understand and maintain customer confidentiality in all circumstances.

PHYSICAL, MENTAL & ENVIRONMENTAL DEMANDS:

• 
  Physically mobile with reasonable accommodations.
• Ability to stand for long periods of time.
• Must be able to lift and carry upwards to 25 pounds.
• Must be able to bend, reach, kneel, twist and grip items while working at assigned desk area.
• Manual dexterity and coordination to operate office equipment, including 10 key adding machines, computers, fax machines, and photo copiers.
• Read, write, speak, and understand English.
• Operate in mentally and physically stressful situations.
• Respond to visual and aural cues
• Work in cold & hot temperatures
• Possibly be exposed to second hand smoke

EDUCATION AND QUALIFICATIONS:

• 
  High school diploma or GED equivalent
• Prior experience in retail, hospitality or salon/spa industry strongly preferred
• Experience with salon/spa software and Microsoft office is preferred though general computer knowledge is required
• Ability to sell and educate clients on products and treatments

REQUIREMENTS:

• Prefer 2 years spa experience; hotel spa setting preferred.
• Ability to work a flexible schedule to include nights, weekends and holidays.
• Must have schedule availability to include evenings, weekends, and holidays.
• Must understand and maintain confidentiality in all circumstances.
• Must be trained in CPR Certification and/or First Aid Training preferred

GROOMING/UNIFORMS:

All employees must maintain a neat, clean and well-groomed appearance. Specific uniform guidelines and/or required articles of clothing will be explained to you as a part of the orientation process.

LICENSES OR CERTIFICATES:

The ability to obtain any certifications, licenses or permits that may be required by law or by company Regulations.

SAFETY REQUIREMENTS:

Personal Protective Equipment (PPE) may be required when performing work duties that may have the potential of risk to your health or safety. The hotel will provide the required PPE. Team members will be trained in the proper use and care of any assigned PPE. It is your responsibility to report defective, damaged or lost PPE, or equipment that does not fit properly, to your Manager.

NOTICE:

Standing, bending, stooping, and lifting weights up to and including 25 lbs. may be required. The hospitality business functions seven (7) days a week, twenty-four hours a day. In addition, this is a hospitality business and a hospitable service atmosphere must be projected at all times.

Winstar - Spa Supervisor
Brand: Winstar Casino Hotel
Address: 21444 World Way Drive Thackerville, OK - 73459
Property Description: Winstar Casino Hotel
Property Number: 006