Spa Supervisor - Giám sát Spa

• In charge of daily operation issues, guest problems and complaints; help to solve problems in the absence of Wellness Director.

• Always enhance guest recognition by addressing guests by name and interacting with them on a professional level.

• Always offer alternatives if a requested service is unavailable, take care of customers’ special needs.

• Always be visible to guests by being present at the reception desk when performing as the receptionist / cashier when needed.

• Be fully conversant with all Spa Wellness services and facilities to be able to make helpful recommendations, and to be able to up-sell Spa services and cross sell spa products.

• Accept and accurately record all guest bookings for Spa services in accordance with departmental procedures.

• Ensure that all cashiering functions are carried out in accordance with the company’s accounting procedures.

• Accept responsibility for, and to show initiative in decision-making, when handling minor guest objections, to enhance guest satisfaction.

• Refer major guest objections to immediate superior to prevent further guest dissatisfaction.

• Ensure Spa retail items are attractively displayed to maximize sales.

• Supervise and check the standard of the reception and treatment rooms set up to ensure that all areas are always neat, tidy, and clean all the time.

• Make sure all customers are served correctly and politely and check the satisfaction after treatment.

• Perform tasks delegated by Wellness Director.

• Supervise, and if necessary, discipline subordinates under direct control.

• Report sickness or misconduct of Spa talents to immediate superior.

• Ensure that all spa talents report for duty punctually, wearing the correct uniform and nametags.

• Build an efficient team of subordinates by taking an active interest in their welfare, safety and security, training, and development.

• Ensure that all spa talents have a complete understanding of the company’s policies and procedures, so that they may adhere to them.

• Conduct training for new and existing spa talent as directed and report all activities to the Wellness Director regularly. To keep accurate departmental records of all training conducted.

• Ensure that all department reports and correspondences are completed accurately and punctually.

• Ensure proper handling of lost and found items.

• Prepare shift roster and assign daily tasks to subordinates.

• Follow correct procedures for requisitioning and control of supplies.

• Ensure the cash float is always correct.

• Ensure the last shift closes correctly, and that all doors are locked.

• Laise all reports, techniques, training programs to Wellness Director.

• Ensure the standards of service and grooming, job techniques and skills for all therapists, spa receptionists, gym attendants, spa attendants and other talents within the Spa & Wellness team.

• Interacts with guests to obtain feedback on product quality and service levels.

• Empower talents to provide excellent customer service.

• Supports a Spa orientation program for talents to receive the appropriate new hire training to successfully perform their job.

• Encourage, motivate & lead a team of therapists & receptionist consultants to achieve outlet sales targets.

• Monitor talent performance & review operations for improving service standard.

• Demonstrates co-operation and trust with colleagues, supervisors, teams and across departments.

• Participate as a team player and establishes strong working relationships to deliver positive results.

• Ensures that work quality meets the standards required and completes tasks in a timely and thorough manner with minimum supervision.

• Builds and maintains relationships with internal and external customers.

• Attend briefings and meetings as requested.

• Conduct inspection of the Spa areas as directed.

• Have a complete understanding of the company’s procedures in respect to health, hygiene, and safety.

• Attending all scheduled training, even if this should fall outside of regular working hours.

• If required and where business demand is necessary, be willing to work overtime to fulfill guest satisfaction.

• Perform any other reasonable tasks as directed by the management and responsibilities as assigned.

- To be discussed upon interview

- Available for candidates Quảng Nam and Đà Nẵng locations only.