Spa Guest Experience Supervisor

le contenu du travail

Job Summary

The Spa Guest Experience Supervisor supports the Spa Director and Manager in leading the daily operations of the spa, ensuring a seamless and luxurious guest journey from arrival to departure. This role combines guest-facing and service-delivery oversight, including front desk, concierge, locker rooms, treatment providers, and facilities. Supervisors uphold Cliff House Spa’s service standards, foster team engagement, and ensure operational excellence. Supervisors work together to provide full leadership coverage across all spa touchpoints.

Benefits

• Health, Dental, Vision Insurance
• Life and AD&D Insurance
• Long-Term Disability Insurance
• Voluntary Accident and Critical Illness Plans
• Optional Supplemental Life Insurance
• 401k match of 100% for 5%
• Tuition Reimbursement Program
• Referral Bonuses
• Hotel, Restaurant, Spa and Retail Discounts at Our Portfolio of Hotels
• Paid Time Off - Earn up to 2 Weeks of PTO Within Your First Year
  
  

Essential Duties & Responsibilities

Guest Experience & Service Excellence

• Welcome and engage guests with genuine hospitality, anticipating needs and personalizing service.
• Respond promptly and professionally to guest inquiries, requests, and concerns.
• Oversee arrival, check-in, and check-out processes to ensure flawless guest flow.
• Conduct regular guest service checks throughout spa and locker room areas.
• Resolve guest challenges calmly and diplomatically, ensuring satisfaction and loyalty.
  
  

Operations & Quality Standards

• Supervise daily spa operations, including opening/closing, facility readiness, and safety compliance.
• Maintain Forbes Five-Star quality standards across all spa areas (treatment rooms, locker rooms, desk, and relaxation spaces).
• Coordinate with housekeeping, engineering, and resort operations for timely maintenance and support.
• Monitor linen, laundry, and facility supplies, ensuring adequate inventory at all times.
• Ensure all associates follow state regulations, sanitation guidelines, and resort policies.
  
  

Team Leadership & Development

• Supervise and coach spa concierge, attendants, and treatment providers.
• Lead by example with professionalism, teamwork, and service focus.
• Provide positive reinforcement, fair redirection, and consistent application of standards.
• Support hiring training, and onboarding for all spa staff.
• Conduct team huddles to share updates, guest preferences, and service priorities.
• Encourage up-selling and cross-selling of services and retail products.
  
  

Administrative & Retail Support

• Assist with retail ordering, receiving, inventory counts, and product reconciliation (Birchstreet system).
• Track and communicate professional product usage and back bar needs.
• Support scheduling, and coverage adjustments for spa staff.
• Participate in monthly retail and supply inventories, ensuring accuracy.
  
  

Leadership Responsibilities

• Actively participate in spa and resort leadership meetings.
• Collaborate with fellow Spa Guest Experience Supervisor to ensure seamless operations across all spa touchpoints.
• Partner with Spa Director to update and implement standard operating procedures.
• Support annual performance reviews and staff development planning.
• Safeguard proprietary information and company assets.
  
  

Other Duties

• Step in as needed to cover any spa role to maintain smooth guest flow.
• Perform additional responsibilities as assigned by Spa Director or Manager.
  
  

Key Attributes for Success

• Warm, approachable, and professional leadership presence.
• Strong organizational and multitasking skills.
• Keen attention to detail in both guest-facing and operational areas.
• Calm, solution-oriented approach to problem solving.
• Passion for wellness and creating extraordinary guest experiences.
• Commitment to Forbes-level service and continuous improvement.
  
  

We are an equal opportunity employer and prohibit discrimination/harassment 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.