Supervisor-Spa

POSITION SUMMARY

Our Spa Supervisor play an important role in support of a number of vital Spa functions. At our hotels these associates work to build an experience that is memorable and unique - with Spa services on the side. Our Spa Supervisor take the initiative and deliver a wide range of services to make sure that members and guests enjoy their experience. Whether promoting Spa services or retail, scheduling reservations and confirming appointments, providing answers about services, checking in guests, or processing payments, the Spa Supervisor makes transactions feel like part of the experience.

Guest Relations

• Proactively lead the sales and promotion of Le Méridien Ras new spa membership programme.
• Meet and exceed monthly membership sales targets by effectively promoting membership packages and benefits to potential clients.
• Conduct personalised tours of the spa facilities for prospective members, highlighting key features, services, and exclusive member benefits.
• Act as a brand ambassador for Le Méridien Ra, ensuring the spas offerings are consistently promoted to both internal and external audience by having a strong sales and marketing plan.
• Promote and drive the use of the Padel court at Le Meridien Ra
• Address member & guests service needs in a professional, positive, and timely manner.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guests name when possible.
• Anticipate guests service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Thank guests with genuine appreciation and provide a fond farewell.
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
• Assist other employees to ensure proper coverage and prompt guest service.
• Track and report on membership sales, renewals, and retention rates, providing regular weekly updates to the Spa Director.
• Analyse membership trends and develop insights to enhance sales strategies and improve retention.
• Understand the competition and what the current market trends are for spa and wellness.
• Ensure all targets and deadlines related to sales, reporting, and member engagement are consistently met.

Guest Scheduling and Check-In

• Schedule services for individuals and large groups using spa/salon reservations software system (e.g., Book4Time).
• Call guests to confirm date, type, time, and preferences for scheduled services.
• Answer questions about services available in the spa/salon to assist individuals in selecting a service.
• Check in guests for appointments by looking up name and checking a box to indicate arrival using the appropriate software (e.g., Rio, SpaSoft).
• Advise providers of last-minute changes or additions to schedule (e.g., different service, different guest, cancellation).
• Provide general spa orientation to guests upon arrival, such as the location and use of locker rooms, lounge areas, and hospitality stations.
• Continually update the guest reservations/cancellations list by entering information in the reservations software system (e.g., Book4Time) throughout the day.
• Answer questions about general property information and amenities.
• Resolve situations where guest has arrived, but provider is missing or late by working with supervisor/manager to find another provider or reschedule the service.

Communication

• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in ones voice, using the callers name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
• Handle all membership-related enquiries (email, phone, and in person) with excellent customer service.
• Ensure accurate implementation of Marriott membership procedures for new applications, renewals, and cancellations.
• Use Book4Time software to manage bookings, memberships, and payments, ensuring all membership payments are settled on time.
• Manage access control by ensuring only active members have access to the spa facilities.
• Speak to guests and co-workers using clear, appropriate and professional language.
• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

Working with Others

• Manage the reception team
• Support all co-workers and treat them with dignity and respect.
• Develop and maintain positive and productive working relationships with other employees and departments.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

Steps of Service

• Present physical and accurate check and process payment, adhering to all cash handling and credit policies/procedures including added and received gratuity.
• Check in with guests to ensure satisfaction with each Spa service rendered.
• Answer questions on Spa services and check with Spa staff whenever additional clarification is necessary.
• Communicate with the Spa regarding the length of wait for appointments and product availability.

Provide Spa Services

• Promote and sell spa service pro-actively and come up with engagement activities.
• Demonstrate, promote, and sell spa/salon retail products.
• Record guest preferences and needs (e.g., color formula, preferred provider, allergies) by entering information into computer (e.g., Book4Time).

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

At Le Méridien, we are inspired by the era of glamorous travel, celebrating each culture through the distinctly European spirit of savouring the good life. Our guests are curious and creative, cosmopolitan culture seekers that appreciate moments of connection and slowing down to savour the destination. We provide authentic, chic and memorable service along with experiences that inspire guests to savour the good life. Were looking for curious and creative people to join our team. If you appreciate connecting with like-minded guests and have a deep desire to create memorable experiences, we invite you to explore career opportunities with Le Méridien. In joining Le Méridien, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.