Spa Concierge Supervisor

General Summary

The Spa Operations Supervisor exemplifies the service standards and operational procedures of The Spa and Salon at PRO Club, to ensure members and spa guests receive the highest level of guest satisfaction. Responsibilities include management of the spa staff to assure standards of performance are being met and exceeded. The supervisor will assist with training, scheduling of associates, assisting providers, communicating with guests, scheduling and maintaining efficient and accurate scheduling of appointments and retail recommendations to create an exceptional guest experience while maximizing spa revenue.

In addition, the supervisor will support and step in as needed for front desk, host and hostess positions, and for groups/events.

Our unique culture is at the heart of all we do and is guided by our values and behaviors. It’s what we expect of ourselves and each other every day. We call it our “Code of Culture”.

Our Mantra

• Respect The Past
• Accept Responsibility
• Pay it Forward

Our Actions We Live By

• Keep It Real. Always. We need open and honest discussions. We need courage to speak up and to call things out that aren’t good enough. And we navigate tough conversations with empathy and grace.
• Think Ahead. Be An Owner. Always be proactive, not reactive; be on the front foot. If we want to be an owner of this business, we must act like it!
• Stay Humble. Hustle Harder. Show up and do the hard work. Be a gritty, roll‑up‑your‑sleeves kind of crew. Know it’s never about one person – we are a part of a powerful team.
• One Team. One Voice. Be ONE united team. When we move in the same direction, there are no limits to what we can accomplish.
• Be Curious. Ask Why. Stay member curious. We seek to understand, and we never settle. We ask questions to truly understand the core of a matter.
• Pete’s Promise:
  Service Forward, Ruthlessly Consistent, Do the Right Thing.

Nothing in this job description restricts management’s right to assign or re‑assign duties and responsibilities to this job at any time.

• Work with the Assistant Manager of Guest Service to provide exceptional training, supervision and development of the guest service team according to company policies and directives.
• Assist in training the Spa Desk staff on operations and ensure adherence to standard operating procedures, opening, closing, time‑clock procedures, shift coverage and computer policies.
• Responsible for implementation of all laws, regulations and policies regarding employment practices, safety rules and all other company policies and procedures.
• Oversee day‑to‑day Spa operations to run smoothly and efficiently through a visible presence and leadership.
• Monitor uniform adherence of Guest Service associates.
• Ensure safety and security of The Spa and Salon through continuous monitoring of member and guest check‑in.
• Daily walk‑throughs of The Spa and Salon to ensure a clean, organized, safe and well‑maintained facility ready at all times.
• Resolve member billing issues, handle gift‑card purchases and issues.
• Complete daily drawer reports and synchronize software applications.
• Drive and support initiatives to increase revenues and booking potentials by increasing resource utilization and shift coverage.
• Communicate timely and follow up, as appropriate.
• Active participation in required events, programs, meetings and trainings.
• Promote harmonious relations among associates, providers, guests, members, vendors and the community at large.
• Flexibility in work schedule – day, evening shifts, weekends and holidays.
• Maintain cleanliness of the facility at all times. Assist with cleaning and laundry duties as needed.

• Knowledge of company policies, standards and regulations.
• Proficiency in personnel management – principles and procedures for hiring, motivating, developing and directing people.
• Strong written comprehension and expression.
• Strong oral comprehension and expression.
• Ability to utilize spa software programs.
• Customer service and leadership experience in spa or hospitality industries preferred.
• Demonstrated ability to support and develop a diverse environment.
• Experience in personnel supervision, training, and…