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.

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

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.

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.