Supervisor, Health Club & Pool

POSITION SUMMARY:

The Supervisor, Health Club and Pool is responsible for efficiently assisting in the management of the daily operations of the Spa and Health Club in accordance with the standards set by the Company and the department to meet the needs and demands of in-house guests, visitors and hotel management.

PRIMARY RESPONSIBILITIES:

• Ensures that you keep up to date with current trends, guest satisfaction and training in the market.
• Assists guest in selecting their treatment, checks for contra indications, and explains the treatment requirements or procedures – especially if a guest has not had a massage before.
• Checks the appointment book to organize and sets up for all of their treatments.
• Ensures personal proficiency in all treatments offered in the menu, including:  body treatments, facials, and foot reflexology.
• Contains good personal knowledge of all body and spa products, and remains able to sell the products appropriately.
• Ensures that guests of Health Club and Pool follow the rules and safety regulations stipulated by the Company and laws of the country and the city.
• Solicits under no circumstances, or requests gratuities in the form of tips or payment in kind.
• Assists guests and visitors with purchases from the Spa reception counter. 
• This includes adhering to cash handling, opening and closing policies and procedures and ensures charges are correctly administered to the guest account.
• Conveys verbal messages to guests and visitors in the most discreet manner ensure confidentiality is maintained so as not to disturb peace and quiet of other guests.
• Ensures the maintenance and cleanliness of the Spa / Health Club reception area according to Forbes quality standards ensuring retail products are displayed appropriately and all racks and shelves are neat and orderly.
• Ensures the maintenance of the Spa / Health Club and Pool areas including the changing facilities according to Forbes quality standards.  
• This includes cleaning equipment, restocking, tidying, and clearing area of used towels and other waste. 
• Checks on the provision of Food & Beverage service to guests and maintain Food & Beverage areas (such as tea machine, snacks, fridges and ice machines) when necessary, in accordance to the Forbes quality standards.
• Maintains daily records of purchases and provides regular summary. 
• Provides assistance to guests / visitors with towels, lockers, and hotel amenities.
• Assists in building an outstanding Spa team by demonstrating personal standards of excellence and demands the same from all Spa employees.
• Reports all maintenance faults and defects in the Spa / Health Club.
• Leads the team by example and ensures that the team abides by the Standard Operating Procedures (SOPs) created in order to maintain a consistency in Forbes quality service standards and practices.
• Prepares and monitors staff schedule.
• Meets with Senior Manager, Spa. Presents weekly and monthly reports on spa treatment performance.
• Formulates a consolidated purchasing request at month end for retail and professional stock.
• Creates magic moments for customers from point of entry and performs upselling techniques for treatments as well as retail products to maximize sales and revenue.
• Attend to customers’ concerns by establishing each customer's needs and tries to meet their requests provided by the Company.
• Attends to guests’ queries on Spa / Health Club and Pool services and products.
• Implements and maintains an effective system for filing documents.
• Reviews and improves as necessary the operational procedures for the department ensuring that Forbes quality standards are delivered consistently.
• Assists in establishing guest flow processes which will deliver the best possible guest experience and capitalize on revenue opportunities.
• Remains able to support and steps into the role of Spa Receptionist (and/or other roles when needed) to perform reservations or treatments when necessary and when operation requires.
• Builds positive partner/supplier relationships.
• Performs monthly stock check and raises purchase order and action plans for selling the slow moving retail items accordingly.
• Ensures that all employees follow the standard operation procedures and rules and regulations in the staff handbook and all related departmental standard operation procedures rules and regulations.
• Ensures that all facilities are operating efficiently to successfully achieve the highest possible revenue and profit.
• Ensures hygiene standards are adhered to at all times, including disinfecting any treatment surfaces and equipment between treatments. 
• Exhibits a thorough cleaning of massage equipment should be performed at the end of each day.
• Works closely with Engineering Department and Public Area Housekeeping ensures the Spa front and heart of house facilities including the fitness areas achieve the highest possible conditions and cleanliness.
• Attends daily briefing, Departmental meetings as required including scheduled training and participates in company-initiated employee activities. Adheres to all company policies and procedures.
• Remains fully aware of and complies with Lost and Found procedures at all times
• Supervises and guides all staff to ensure that the Hotel’s policies and procedures are adhered to.
• Assists Spa Manager in conducting employee performance reviews for all direct reports.
• Reviews existing performance and identifies and recommends any areas for further development and improvement.
• Identifies and implements best practices both in the overall Spa / Health Club operation as well as throughout the hotel.
• Participates in the Company’s Corporate Social Responsibility program.
• Reduces waste materials and supplies by adhering to the Company’s guideline on re-using and recycling.
• Conserves water and energy when possible. Reports for duty punctually adhering to the set procedures for attendance and timekeeping.
• Performs ability to work flexible hours including weekends, evenings, overnight, and public holidays.
• Adheres to the established uniform, grooming, and specified hygiene and personal appearance standards.
• Maintains the highest standard of professionalism, ethics, and attitude towards guests and colleagues.
• Looks out for any person behaving in a suspicious manner and informs security accordingly.
• Reports accidents, injuries, unsafe work conditions and/or security issues to the management.
• Adheres to and exhibits pro-active leadership in accordance with internal policies by assuming responsibility for ensuring the workplace is free of unacceptable workplace behaviour, and a workplace culture of equity and diversity is fostered.
• Promotes leadership and supervision encourage behaviors that promotes health, fire, life and safety responsibility, accountability and awareness.
• Recommends and/or executes management policies to hire, transfer, suspend, layoff, recall, discharge, re-assign, or discipline employees.
• Remains fully conversant with all services and facilities offered at the Hotel.
• Maintains current product knowledge of events and facilities of City of Dreams Manila includes gaming, food & beverage and entertainment to ensure guests receive accurate, timely information and advice.
• Exhibits exceptional, courteous, professional, and efficient customer service at all times to both guests and employees when communicating instruction, information or advice ensuring the information is received in a timely manner and is being understood. 
• Prepares, administers and compiles reports as required in an accurate and timely manner.
• Remains responsible for the preparation of rosters and the confirmation of employee time sheets in an accurate and timely manner in line with the company deadlines.
• Coaches, counsels, disciplines and develops subordinate and colleagues to achieve their personal and career goals.
• Performs other reasonable job duties as assigned by superiors from time to time.

QUALIFICATIONS:

Experience

• Minimum 3 years working experience in a Day Spa, luxury Hotel Spa, and / or beauty operations with sound knowledge and understanding of the business.
• 1 year as a trainer in a Day Spa or luxury Hotel Spa.
• Minimum 1 year as supervisor. International Spa experience is an advantage.

Education

• College Level of any course.  Must hold a beauty or spa certification

Skills / Competencies

• Ability to follow through Customer service focused.
• Computer literate:  Word, PowerPoint, Excel
• Demonstrates advanced communication and interpersonal skills
• Has a strong work ethics
• Understands different cultures and diversity
• Ability to read and communicate in English
• Ability to work on flexible shift including overnight, weekends and holiday on rotation basis
• Ability to work on overtime when needed
• Ability to sit, stand, or walk for extended periods of time
• Extroverted