Spa Supervisor

Celtic Manor Job Description and Person Specification DEPARTMENT Spa POSITION Spa Supervisor GRADE Supervisor REPORTS TO Spa Manager Note: This job description in no way states or implies that those duties listed below are the only ones to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their Senior Manager.

POSITION OVERVIEW

As Spa Supervisor, you will assist the Assistant Spa Manager in the day to day running of both the Forum Spa and Ocius Treatment Rooms. You will assist in running and supervising the spa in an efficient and orderly manner, ensuring high standards of professionalism, 5* customer service and conduct. You will drive 5* customer service and treatment standards through the successful management and coordination of a quality team of therapists.

As Spa Supervisor you will be part of the duty spa management team which will involve cover for the business and overall supervisory responsibilities both in treatment and out of treatment. You are responsible for ensuring that all operational procedures, codes of conduct and standards of appearance, as laid down by the Spa Manager, are implemented and adhered to by all spa staff.

To organise scheduling to maximize use of time and ensure maximum profitability while ensuring that the clients’ needs are of first importance. You are responsible for monitoring and communicating the adjustments required to the Spa Manager in the day to day running of the spa from inputting therapists schedules, allocating holiday entitlements, collation of stock take data, inputting of stock take data, general administration duties and rectifying immediate issues to the best of their ability.

Ensuring all clients treatments are booked and any pre-booking requests are met whenever possible and also, in conjunction with the Spa Manager and Senior Therapist, to be responsible for ensuring adequate stock holdings are maintained at all times, allowing for promotional activities. To be responsible with the Spa Manager, for achieving optimum sales figures and managing the bookings of internal and external promotions.

To carry out treatments effectively and in-line with our brand standards. Implement and maintain controls and procedures to ensure the highest standards, efficiencies and professional operations are in place in all areas. Minimum of 18 months experience in a Senior Therapist position required GENERAL Responsible for helping to maintain a customer-focused culture which support the values expressed in the Resort Ambition and the Resort’s business goals of profitability and service quality.

Establishes and maintain effective and positive relationships within the team as well as other departments. Complies with the resort’s Health and safety, Hygiene policies as well as all other resort policies and procedures. Report all situations that may present a danger to guests or staff immediately to the relevant people and take action to rectify the situation if possible. 5. To ensure that resources are used effectively, minimising waste to protect our environment and to reduce costs. To perform related duties and special assignments as and when required. JOB FUNCTIONS Communication Responsible for communication through effective writing, speaking and listening skills. To encourage employees to actively participate in our progress through decision making and ideas. Responsible for regular dissemination of information which is to encompass organisational and individual activities. Budgets Supports the Department Manager in setting monthly, quarterly and annual budgets. Maintains an understanding and acceptance of the monthly budgets and a motivation to achieving these. Standards Supports the setting, maintenance and understanding of standards expected for the Department and is responsible for the enforcement of these standards within the operations. Controls Supports the Department Manager in the setting of controls, and maintains an understanding of the controls in place, that monitor performance of the Department. Responsible for gathering required results of the controls and reporting these back to the Department Manager. Structure Maintains an understanding and respect for the organisational structure and supports the staff within each position as defined in their Job Description. Responsible for enforcing the duties and responsibilities within your supervision inside of the Department organisational structure. Responsible for adjusting the structure of the Department on a shift basis to ensure all internal/external customers expectations are exceeded. This includes, but is not limited to assuming responsibility for the department including practical involvement where necessary. Team Responsible for initiating disciplinary proceedings where team members do not conform to the standards required by the Job Description, Standard Operating Procedures and Resort requirements as defined in the Staff Handbook. Delivery Responsible for delivering the ultimate in professional internal/external customer service with the standards expected and trained by the Department. Responsible for performing the ultimate treatments in accordance with the standards expected and trained by the Treatment Manager /product brand, when required due to business needs (staff shortage; sickness; holidays or VIP guests) Ensure up to date consultation and prescription cards are completed prior to and at the end of treatment time Responsible for ensuring full, safe operation of all equipment and stock, in accordance with health and safety requirements. Responsible for the cleanliness and presentation within your working environment in accordance with set standards. Responsible for resolving all internal/external customer complaints escalated from team members, solving the complaint to the resort and internal/external customers benefit. Also communicating the results to the Department Manager. To assess the needs of the business at any one time and delegate responsibilities to ensure smooth operations Cover treatments when requested by Spa Management due to business needs. To establish good professional relationships with employees and external suppliers. To attend Departmental Briefings in the absence of the Assistant Spa Manager and Spa Manager and ensure that good communication is maintained at all times. To effectively communicate performance expectations and standards through-out the spa inviting ownership and accountability within the spa team. To be a motivational leader capable of implementing team building strategies to ensure a strong and harmonious spirit with low levels of staff attrition. To continually develop individuals within the team, ensuring a consistent learning curve with a high level of motivation. To lead by example; working with the team, exhibiting strong front of house and customer care skills. To support the Spa Management team during the appraisal and review process. To hold daily and weekly meetings to ensure effective team communication and continued professional development. To ensure that all new initiatives/promotions etc are effectively communicated to the team in both verbal and written format. To implement a hand-over/communication log or diary which is read and actioned on a daily basis. Training Responsible for evaluating staff training requirements and communicating these to the Department Manager. Responsible for the welfare and well-being of all departmental team members, promoting the professional career development of every team member. Leadership Responsible for enforcing the departmental objectives and ensuring all staff members are motivated daily in achieving these. Plays an active role in all departmental briefings, communicating resort wide issues and internal/external customer requirements where necessary. Responsible for coordinating daily activities within the department, ensuring all internal/external customers’ expectations are exceeded. Responsible for the leadership of the team, obtain internal/external customer feedback on departmental performance. Responsible for feeding back internal/external customer views to the team members in a constructive and positive manner, also providing solutions. Team Building Responsible for the development of individuals, whilst promoting the importance of team work, contributing to team building sessions both within and outside the resort. Checking Contributes to the gathering of information as directed by the relevant Manager, including internal/external customer feedback, financial performance and any other as required. Evaluation Contribute to compiling periodic reports based on the checking process. Contributes to the analysis of information gathered. Proposing changes within the department. Innovation Support the implementation of changes to ensure continuous innovations and improvements are made within the resort.