Spa Supervisor

at  Four Seasons

ABOUT FOUR SEASONS:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.
At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

MAIN DUTIES:

1. Prove exceptional proficiency in all Spa Team’s Tasks/Responsibilities.
2. Daily communication to all the Spa Team regarding daily/upcoming events through use of daily briefings, pass-on logs,
   memos, or any other means necessary.
3. Producing the weekly schedule for the Spa Team to meet guest demand.
4. Monitoring the Spa Team’s hours through the week to adjust schedules, if needed, to meet demand.
5. Processing the Spa Team’s shift change requests in Book4Time in a timely manner, and ensuring that changes do not negatively
   impact the schedule or guests.
6. Proactively distributing workload among the team to increase productivity and reduce Therapist down time.
7. Proactively working with the Spa Manager to ensure sufficient staffing levels to meet guest demand.
8. Ensuring all new team members are trained according to the requirements of the Spa , using assistance from Designated Trainers.
9. Continual re-training of team members in areas that become apparent by creating action plans to correct coordinator
   mistakes.
10. Promote continued education of Spa team members.
11. Implementing new procedures for the team in order to improve productivity and service delivery.
12. Updating the Spa Standards Manual on a quarterly basis to reflect updates in procedures and tasks.
13. Write Treatment Protocols for all services offered.
14. Monitoring Therapist performance and assisting with and/or conducting performance reviews.
15. Recording team’s infractions (tardiness, absence, insubordination, job performance issues etc.) and passing information to Spa Management for corrective action with employees and/or actively coaching and counselling
    employees on these issues.
16. Planning and conducting monthly meetings to discuss upcoming group business, learning experiences from past glitches, new spa procedures, and ways to improve guest service with Spa Management.
17. Maintaining a par stock of treatment supplies and passing this information on in a timely manner to ensure that par
    levels are met.
18. Assist with portioning and issuing supplies, tracking Therapist product usage to control and minimize waste,
    establishing and implementing control procedures when necessary.
19. Monitoring the guest areas of spa to ensure that the treatment rooms, back of house areas, and guest corridors are at
    all times neat, orderly, and well stocked.
20. Daily communication to Spa Management to pass on pertinent information regarding the facility, employees, guests,
    supplies/repairs needed, and upcoming events.
21. Actively ensuring that service standards are met at all times for the massage treatments.
22. Conducting Daily Standard Testing to ensure continual compliance from all Spa Employees.
23. Work with retail and reception to ensure proper products are retailed and that Receptionists and Therapists have correct understanding of product knowledge.
24. When necessary, ascertaining satisfaction of guests upon check-out and dealing with guest complaints as appropriate,
    calling for management assistance where necessary.
25. Ensure that all team’s training records are current and up-to-date.

STANDARD DUTIES:

1. To provide a friendly and professional service that always exceeds guests’ expectations.
2. To ensure you read the hotel’s employee handbook and have an understanding of and adhere to the hotel’s rules and regulations and in particular, the policies and procedures relating to Fire, Hygiene, Health and Safety.
3. To undertake other duties and responsibilities which, while outside the normal routine, are within the overall scope of the position.
4. To report for duty punctually wearing professional attire. To maintain a high standard of personal appearance and hygiene and adhere to the hotel and department personal appearance standards.
5. To comply with local legislation as required.
6. To maintain good working relationships with your colleagues and all other departments through working by The Golden Rule.
7. To respond to any changes in the division as dictated by the needs of the industry, company or hotel.
8. To be flexible and extend job duties to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments/areas if required, to meet business demands and guest service needs.
9. Conduct and attend training sessions as outlined.
10. Perform other tasks or projects as assigned by the Spa Manager or General Manager.