REPORTING TO: Wellness Manager
SCOPE OF ROLE: The Spa Supervisor is responsible for overseeing the daily operations of the spa, ensuring the highest standards of customer service and satisfaction. This role involves managing spa treatments, supervising spa staff, conducting training, and contributing to the overall wellness goals of The Initial Sama.
KEY AREAS OF RESPONSIBILITY:
SPA OPERATIONS:
- Oversee and manage all operations within the spa, ensuring receptionists and therapists meet the highest standards and align with The Initial Sama's brand.
- Ensure the cleanliness, maintenance, and proper functioning of all spa equipment and guest supplies in these areas.
- Regularly monitor the productivity of the operations in all areas to improve stock control systems, procurement, spa software, daily task rotation, and all the SOPs.
- Provide updates to SOPs, manuals, and workbooks to ensure that all operational procedures are carried out in the prescribed manner.
GUEST RELATIONS:
- Lead by example by providing a warm welcome to clientele and striving to provide outstanding service.
- Conduct tours for VIPs, journalists, and prospective members, acting as an Ambassador for The Initial Sama at all times.
- Initially deal with all guest enquiries, feedback, complaints, and issues ensuring necessary follow-up/action is carried out.
- Create and maintain relations with spa guests through having an active presence in key guest areas.
STAFF MANAGEMENT:
- Lead, train, and develop the spa team on relevant programmes and procedures.
- Conduct regular team meetings, communicating guest information, resort news, and revenue targets.
- Set appropriate targets for all key areas of operations including receptionists, therapists, and attendants. Evaluate performance regularly and strategise to meet and exceed targets.
- Provide leadership, direction, and support to the employees in the spa department to develop a highly motivated team delivering high standards of service in all areas.
- Develop an annual training plan with section heads to ensure all employees are trained and developed to meet business needs.
- Demonstrate a professional demeanour at all times, particularly regarding punctuality, appearance, and general manner.
FINANCE & COMMERCIAL:
- Monitor and analyse daily/monthly financial reports and set short-term and long-term action plans as necessary.
- Monitor KPI reports daily and take necessary actions timely to achieve the financial budget.
- Ensure each staff member's capacity is maximised with proactive incentive schemes and training throughout the year.
- Produce analytical reports on key operating performance statistics as necessary.
- Actively create cost-saving initiatives.
HEALTH, SAFETY & HYGIENE:
- Ensure all health and safety guidelines are adhered to and that all new staff receive instruction as part of their spa induction programme.
- Ensure the cleanliness of all spa facilities and image are in line with agreed standards and reviewed with key staff regularly.
OPERATIONS/GENERAL:
- Contributing to the overall success of The Initial Sama. Regularly update manuals and workbooks to ensure all operational procedures are carried out as prescribed.
