Full description

Under the direction of the Director of Spa + Retail, the Spa Reception Supervisor is responsible for training/training reception staff, scheduling for efficiency and overseeing daily operations of the reception desk for The Spa at Woodside. This position is also responsible for overseeing member/guest relations, resolving charge disputes, and verifying members/guests are timely and accurately checked in and out. The Supervisor handles prescreening new staff, developing reception training materials and ensuring coverage during all hours of operation for The Spa. The Supervisor will always demonstrate an exceptional level of professionalism and set the standard for processes, procedures and behaviors for the spa desk area.

Duties/Responsibilities

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Provides an exceptional level of professionalism and customer service – cultivates and maintains member/guest rapport throughout the process – and holds reception staff accountable to do the same through real time coaching

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Ensures professional front desk procedures in the scheduling and handling of all clients and assigns, covers and adjusts work schedules to meet client and business demands

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Answers phones courteously and makes thorough and accurate appointments for all service providers in The Spa and holds reception team to same standards

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Responds timely (less than 24 hours) to all requests or correspondence whether by email or phone to all client requests

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Properly handles cash and charge transactions – should be accurate and verified – including transaction functions, daily cash drops and handling voids

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Coaches' reception team to deliver retail goals through consistent communication, education and accountability

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Works with the Director of Spa + Retail to determine hiring needs for the desk and, once hired, responsible for training and facilitating spa reception desk staff for day-to-day operations. Check in with new staff to ensure their success

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Provides coverage when other desk staff are not available – required to maintain coverage during all operational hours of the Spa

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Responds in real time to reception staff issues; defers all provider issues to Director of Spa | Retail

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Develops and maintains a working knowledge of all spa services and product offerings – able to communicate and assist in bringing awareness to any marketing/promotional activities for The Spa

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Ensures that all soiled laundry and related items are addressed and always ready

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Ensures the retail area of The Spa is always clean and staged in accordance with guidelines for maximum buyer impact

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Assists in Monthly/Quarterly Inventory Counts

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Assists in receiving inventory into CMS

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Responsible for schedule efficiency and daily auditing of member schedule adjustments, as required

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Management of SHC as it pertains to schedule changes and Service Provider adjustments as needed

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Assists and attends all spa events; active in spa promotions

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Acts as Spa MOD when Director is off-site or out of office

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Exhibits leadership skills in leading consistent improvement of spa operations

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Participates and fulfills all requirements set forth in the Continuing Education Curriculum (Woodside University) Program

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Complies with Club’s employee handbook manual, departmental policies and procedures and with all applicable federal and state employment laws

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Completes all other duties as directed/assigned