Job Description

SPA Supervisor

Department: Spa & Recreation

Employment Type: Permanent - Full Time

Location: Armenia - Yerevan

This job is responsible for ensuring our customers are consistently treated to an impeccable customer service experience when visiting their Spa. The Spa Guest Experience Supervisor will constantly observe bookings, ensure they are maximizing availability and provide ongoing training and mentorship to Spa team members to ensure the operation runs smoothly and in line with brand standards. The Spa Guest Experience Supervisor will form a bond with their team and guests alike creating a professional, friendly, customer-centered teamwork environment. They will also ensure that all areas of the Spa are maintained to the highest standard at all times and continually motivate and inspire team members to give 100% while on duty.

Key Responsibilities

• Ensuring day to day operations run smoothly by monitoring all areas of the Spa operation including set-ups, cleanliness, sufficient stock levels, guest, and team satisfaction

• Guest Satisfaction: The Spa Guest Experience Supervisor makes guest satisfaction a priority at all times and ensures the Spa & team members have what they need on a day-to-day basis in order to exceed guest expectations. This includes monitoring guest satisfaction ensuring guest comment cards and feedback cards are being handled in line with brand standards. Identifying exceptionally happy guests and encouraging them to leave positive Trip Advisor Reviews. Identifying unhappy guests and taking their feedback and concerns into consideration and ensuring relevant action is taken. Sharing all guest feedback with the spa leader to ensure the company is informed on the happiness of the guest.

• Foster an open and supportive work environment through communication including informing colleagues about targets, promotions, complaints, positive feedback, and conveying messages to and from management in a respectful and encouraging manner

• Regular and Ongoing Training & Feedback to empower and improve overall spa and team member performance. The supervisor is also responsible for supporting consistency in performance and should support the spa leader in providing counseling when a team member is not meeting company standards

• Spa Audits: The Spa Guest Experience Supervisor will be expected to perform random audits on daily checklists, guest profiles, spa standards, and set-ups to ensure proper compliance and provide any feedback to help team members improve and also reward them for work well done

• Scheduling: The Spa Guest Experience Supervisor will work alongside the Reception team to ensure their Spa has sufficient manning during peak hours and approve TBOT and shift changes. The Supervisor must be unbiased, fair and only make scheduling decisions based on operational demands and not on personal preference for themselves or any team member.

• Treatment Bookings: The Spa Guest Experience Supervisor will continually monitor all bookings and check at least 2 days ahead to highlight and resolve any ‘dead space’ as per our booking standards and create availability when needed

• Mentoring Approach: The Spa Guest Experience Supervisor will be responsible for supporting all team members when they need support from someone in a leadership position and in the absence of the spa leader. They should be open, helpful, friendly and approachable and encourage a work environment that reflects Kempinski brand values. They will encourage team members to learn and grow by allowing them to conduct their duties freely and with regular and ongoing coaching and progress feedback.

• Flexibility: As operations, team or guest needs demand, the Spa Guest Experience Supervisor is expected to be flexible and accommodating for any additional tasks or amending their own schedule as required.

• Any other tasks or assignments that may be requested by the Spa Leader or Head Office Team from time to time.