Massage Services Supervisor - High End Spa - Manhattan, NY - Onsite
About the role:
Our client is a high end Spa located in Manhattan, NY seeking a Spa Services Supervisor for their LMT department. This role will be the expert on the guest experience while leading and managing a team of 8 Massage Therapists. The ideal candidate will drive customer satisfaction, and loyalty by ensuring that our guests receive outstanding service from our Massage Therapists. The Spa Manager Manager will be responsible for orders, inventory, and maintaining stock levels of skin care cosmetics, oils, scents, and fragrances, to ensure that the spa always has the relevant products needed for our guests.
Duties/Responsibilities
Regularly engages with, motivates, and supports Massage Therapists in delivering the finest experience for guests.
Acts as a role model for the service skills that meet the clients desired goals and objectives.
Able to develop and train team members on excellent guest service expectations.
Ensure employees are engaging with guests, understanding their needs, and providing solutions.
Provides operational management to employees, including coaching, training, providing feedback and direction in helping the team to achieve goals.
Prepares weekly schedules for Massage Therapists two weeks in advance and sends to employees.
Provides ongoing performance feedback and recommendations to the Spa Director with the goal to continuously improve the Massage Therapist team at the Spa.
Ensure staff adheres to safety, cleanliness, and product quality standards.
Oversees inventory levels of products and places product orders in a timely fashion.
Collaborates well and communicates consistently with the operations team to ensure guests needs are the priority and are satisfactorily met.
Responds to complaints, taking any and all appropriate actions to turn dissatisfied guests into returning guests.
Achieves guest service objectives by contributing to guest information and making recommendations to strategic plans and reviews.
Ensures that company policies and procedures are followed.
Performs other related duties as assigned.
Required Skills/Abilities:
Supervisory experience required.
Previous Spa, Restaurant, Hotel/Hospitality or Office Manager experience preferred but not required.
Must have experience creating and managing employee schedules
The ability to demonstrate provide exception guest services
Must be proficient in Windows and Microsoft Office.
Ability to work flexible hours as required including nights, weekends, and holidays
Maintain a warm and friendly demeanor at all times.
Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous, and service oriented manner.
Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
Must be able to multitask and prioritize departmental functions to meet deadlines.
Approach all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner.
Education and Experience:
Bachelor's Degree in Management, Hotel Administration, Business, or related field.
At least two years of supervisory experience
Physical Requirements:
Must be able to stand for extended periods of time
Must be willing to work flexible hours including at least 2 days a week from 12pm to 8pm
Must be willing to work some weekends and holidays.