The Spa and Fitness Supervisor ensures the smooth and efficient operation of the spa and fitness receptions, reservations and hosting areas, ensuring peak Guest satisfaction, Employee morale and training and efficient use of financial resources at all times.
Housekeeping Team (Laundry)
Emergency Response Team
Sales & Marketing Team
Talent and Culture Team
In house guests of Raffles, Fairmont and Raffles Residences
Walk In spa guests
Fitness Center Members
Suppliers and contractors
PROVIDES GUEST SERVICE EXPERIENCE THAT MEETS GUEST’S EXPECTATION
Responsible for maintaining a Spa or Fitness-related license and Basic Life Support license.
Mainly responsible for the Fitness facilities (gym, lockers and pools).
Provide administrative support to spa and fitness departments as needed.
Ensure smooth operation of reception, hosting and reservations.
Supervision of reception (hiring, procedures, accounting).
Provide tours, when needed.
Work with the Spa and Fitness Manager in the formulation of plans for projects and other areas.
Assist in the administration and implementation of staff training in all aspects of the Spa and Fitness operations.
Maintain inventory and stocking of all reception materials.
Adhere to Spa Policy & Standard Operating Procedures Manual.
Maintain inventory of supplies for the administration of the spa facility.
Conduct selection interviews for new hires as and when required.
Conduct weekly / monthly reception departmental communication meeting and to represent facility operations in weekly spa departmental meetings.
Health and Safety
Follow and ensure that Colleagues adhere to all safety procedures and practices.
Development of and adherence to reception department emergency procedures / safety manual.
Ensure all departments adhere to all safety practices of Willow Stream.
Maintain the reception in peak condition at all times, while adhering to all aspects of the operations budget, including payroll.
Prepare and present monthly budget reports and to assist in the preparation of annual operational budget.
Control expenses and payroll.
Seek the spa's ability to maximise revenues by analysing the day to day bookings, future bookings and co-ordinating schedules and services with co-
spa Managers, Supervisors and Co-ordinators accordingly.
Ensure reception department maintains a positive relationship with all departments in the spa and hotel.
Responsible for all aspects of reception Colleagues i.e. hiring, recognition, progressive corrective action, training etc.
Responsible for the efficient training of all reception Colleagues in all aspects of job tasks, and to assist in the training and development of new hires and current Personnel.
Ensure Colleagues have a complete understanding of and adhere to the hotel's policy relating to safety.
Responsible for all spa departments training in pertinent emergency procedures and ensuring that all departments are well versed in facility operations (cross training).
Ensure all Colleagues adhere to all hotel standards as stated in the employee handbook.
Conduct reception department performance appraisals in a timely manner.
Ensure efficient communication between all departments as relating to the operation of the reception department.
Ensure the facility is in peak condition at all times (operations and cleanliness).
Ensure Guest / Member satisfaction at all times by ensuring that safety and service is always the spa's first priority.
To attend promotional functions as appropriate.
Handle special assignments.
Co-ordinate sales activities when needed.
Act as a liaison between spa and internal and external contacts.
Main Complexity / Critical issues in the Job
Contraindications in treatment suggestion
Reservations and cashiering issues
Guest emergencies in the area
Knowledge and Experience
University or College degree in related field
Hospitality / Business Diploma an asset
Computer literacy in Microsoft Office, Word, Excel, Powerpoint
Safety oriented First Aid
CPR - Basic Rescuer
Excellent communication skills, both written and spoken
Previous similar experience
Comprehensive knowledge in Spa operations and is a licensed massage therapist, physical therapist or a similar capacity
Knowledge of Opera or Property Management System and Windows XP Competencies
Guest focused with a passion for service and standards excellence
Must be able to work well under pressure in a fast-paced and constantly changing environment
Proven ability to effectively lead, motivate, and develop team members
Strong guest service orientation and training skills background required
Ability to work independently and prioritize responsibilities