Spa - Supervisor

Pacific Hospitality Group provides a unique value proposition to investors and team members through our owner/operator approach. We are a family focused company committed to long term holds that enable us to grow our business and our team members. Our vision is to enrich people’s lives by offering memorable experiences, giving back to our communities and honoring God in all that we do. We are focused on long-term value creation and sustainable growth.

Our Guiding Principles:

Integrity, Compliance, Value Creation, Principled Entrepreneurship, Customer Focus, Knowledge, Change, Humility, Respect, & Fulfillment

The hourly range for this opportunity is $22 to $23 an hour.

Position Summary:
Supervises the Spa team members in assigned area(s) to ensure guests receive the highest level of service and quality on a daily and consistent basis. Areas of spa responsibility may include spa treatments; fitness areas, equipment and classes; recreation programs/activities; pool area and retail. Ensures a clean and safe environment for all guests. Provides excellent guest service though direct interaction and communication.
 

Duties & Responsibilities
Primary Responsibilities/Essential Functions:

• Supervises subordinate personnel in the assigned spa areas. Carries out
  supervisory responsibilities in accordance with the organization's policies and
  applicable laws. Responsibilities include interviewing and training team
  members. Recommends applicants for selection. Plans, assigns and directs
  work. May set work schedules. Recommends performance ratings.
  Recommends merit increases, promotions and reclassification. Determines work quality expectations and sets deadlines. May be assigned to oversee
  department’s time and attendance records and reporting.
• Monitors day-to-day spa operations to ensure standards of service exceed guest expectations and meet or exceed property standards. Oversees spa scheduling, fitness activities, scheduling/reservations, and communications with guests on spa services, fitness classes and activities, to enhance operational flow and customer experience. Takes or recommends corrective action as needed.
• Welcomes and introduces guests to facility and services available. Demonstrates a guest-driven style of leadership with a sense of urgency in interactions, execution and recovery.
• Works to achieve budgeted revenues, controls expenses and maximizes
  profitability within assigned areas. Utilizes corporate approved computer
  programs to analyze forecasts, cost and revenue reports. Makes decisions and takes action based on that information to maximize profitability. Ensures quality and service while minimizing waste or loss of supplies to maintain profitability.
• Ensures guests receive outstanding, consistent, exceptional service by
  circulating through each spa area. Seeks opportunities to improve satisfaction
  and immediately handles any guest concerns or complaints.
• Ensures all spa and operations areas are clean and properly set up. Maintains
  sufficient inventory of retail items, supplies and equipment and orders as needed. Participates in weekly/monthly inventories. May prepare and submit liquor and supply orders. Ensures equipment is properly maintained. Ensures compliance with all beverage regulations.
• Monitors SOPs to ensure consistent exceptional service is provided. Assists in
  developing and updating policies and procedures. Participates in weekly meeting with Spa Management Team to ensure weekly goals, challenges, and service standards are met.
• Must wear non-slip, oil-resistant shoes. Follows all safety policies and
  procedures. Reports potential safety issues to manager whenever observed and takes immediate action to resolve in emergency situations. OSHA laws require the use of Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety. Team members will be trained in the proper use and care of assigned PPE if applicable. The hotel provides the required PPE. Team member has responsibility to report defective, damaged or lost PPE or equipment that does not fit properly to their Manager.
  Maintains strict compliance with hotel's Hazardous Material (HAZMAT) program and familiarizes self with current MSDS.
• Reporting to work as scheduled (on time and on regular basis) is an essential
  function of the job.

Other Responsibilities/Supportive Functions:

• Recommends merit decisions within budget or established guidelines.
  Recommends promotions or reclassifications within company policy.
• Responds to guest inquiries and coordinates special arrangements and requests.
• Resolves guest complaints within scope of authority; otherwise refers the matter to management. Notifies supervisor and/or Security of all unusual events, circumstances, missing items, or alleged theft.
• Ensures that minors and intoxicated persons are not served alcoholic
  beverages. Notifies management of any problems resulting from guest
  complaints, intoxication or disruptive behavior.
   

Note: This job description is not intended to be all-inclusive. Team Members may perform other related duties as required to meet the ongoing needs of the organization. Management reserves the right to add, modify, change or rescind work assignments and to make reasonable accommodations as needed.

Qualifications (relevant experience, education and training):

• One to two years of increasingly responsible spa experience in hotel environment required. Prior supervisory experience desired.
• Requires ability to lead others in the department by mentoring and providing
  training that results in staff that meets/exceeds guest expectations and provides a high level of guest satisfaction.
• Ability to monitor labor as required by anticipating business activity while
  ensuring that positions are staffed when and as needed and labor cost objectives are met.
• Requires ability to serve needs of guests through verbal face-to-face interactions. Contacts sometimes contain confidential/sensitive information so requires ability to use discretion. Must demonstrate positive attitude and professional
• demeanor. Requires strong communication and interpersonal skills and
  commitment to a high level of guest satisfaction.
• Completes required training as scheduled.
• May require a valid CPR certificate or willingness and ability to obtain one within 30 days of employment.
• Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Requires attention to detail. Must be able to solve problems and remain calm and alert if dealing with difficult guest, during busy activity periods or in an emergency situation.
• Requires ability to learn and use POS computer systems used at the hotel.
• Strong attention to detail and the ability to handle multiple tasks. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of
  instructions furnished in written, oral, diagram or schedule form.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, team members, guests and the general public. Must be able to speak, read, write and understand English to communicate with management, team members and guests. Bilingual Spanish a plus.
• Due to the cyclical nature of the hospitality industry, team members may be
  required to work varying schedules to reflect the business needs of the hotel. Work schedules will include working on holidays, weekends and alternate shifts.
• Must maintain a clean appearance and professional demeanor.

Special Skills & Abilities/Mental and Physical Demands:
While performing the duties of the job the team member regularly sits for sustained periods of time and stands and walks frequently when performing functions of the job. Works at a quick pace. The team member frequently grasps objects. The team member regularly reaches by extending hand(s) and arm(s) in any direction while performing the essential functions of the job. The team member occasionally stoops and crouches. The team member frequently talks when communicating with guests and staff. The team member frequently needs to hear voices while interacting with guests and staff. Balance is often required to prevent falling when walking, standing while moving or carrying supplies or equipment. The team member occasionally pushes and pulls carts and equipment. Lifting is occasionally required when performing duties. Exerts up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects such as carts, furniture and linens. The team member is required to have close visual acuity to perform the job such as working on computer and detecting if cleanliness meets standards. The team member is required to have visual acuity to determine the accuracy, neatness, and thoroughness of the work assigned.
The team member is subject to environmental conditions found working inside and outside. The team member is subject to hazards which includes proximity to moving mechanical parts, electrical current, or exposure to cleaning chemicals. The team member is occasionally subject to atmospheric condition such as fumes, odors, or dusts. (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

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We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity, or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.