Willow Stream SPA Supervisor

2 weeks ago

Vancouver, Canada FAIRMONT Full time

Company Description

Reporting to the Assistant Director, the Spa Supervisor will oversee the Spa Experience Team and assist with Spa Retail operations, and as a Manager on Duty as assigned. The Spa Supervisor will operate an efficient and profitable business in these departments and ensure uncompromising attention to quality of service based on the areas of focus outlined in the below job responsibilities.

**Job Description**:
**What is in it for you**:

- Opportunity to develop your talent and grow within your property and across the world
- A competitive rate of $29.90 per hour
- Complimentary meal through our Colleague Dining Program
- Travel reimbursement program for a TransLink monthly pass
- Extensive benefits package including health, paramedical, dental, vision, life and disability insurance for those meeting eligibility requirements
- Company-matched pension plan and ability to enroll in the Group Registered Retirement Savings Plan (GRSP) for those meeting eligibility requirements
- Complimentary hotel stay for newly hired employees with breakfast for two through our BE OUR GUEST program
- Employee benefit card offering discounted rates at Accor worldwide
- Learning programs through our Academies
- Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21

**What you will be doing**:

- Act as a Spa Experience Coordinator or Spa Attendant adhering to all Willow Stream standards and protocols as required.
- Consistently model professional engaging, luxury 5 star service to the respective teams.
- Assist in recruitment, development and training of all SECs.
- Ensure Guest satisfaction at all times by ensuring that safety and service is always the spa's first priority.
- Take a leading role in resolving any and all guest concerns by role modeling professional service delivery.
- Assist in the development and implementation of facility operations protocols in line with luxury standards.
- Assist with increasing departmental revenues through retail sales.
- Assist with increasing the boutiques revenues through individual and team goals based on monthly retail budget.
- Monitor retail performance to budget, provide weekly reports, and track monthly percentage sales to service ratios.
- Ensure inventory management of retail supplies which includes: monthly counts, transfers, ordering, receiving, par levels and dispensing controls.
- Ensure all retail areas are well merchandised, replenished and cleanliness standards are maintained for ease of shopping.
- Ensure that all retail areas in the hotel are in peak condition at all times (maintenance and cleanliness).
- Offer support and supervision for all spa areas as required.
- Create a visual presence within all retail departments via regular facility walk-throughs.
- Ensure the spa facilities, treatment rooms and pool area are in peak condition at all times (maintenance and cleanliness).
- Ensure service excellence through facility audits/evaluations and follow-up.
- Ensure effective and timely communication among all spa departments and throughout the Hotel through weekly/monthly departmental communication meetings.
- Maintain thorough knowledge of competitors, including location, product offering, pricing, promotions and sales techniques.
- Act as a Trainer where required and implement effective training plans for SEC’s specifically focused on sales and product knowledge.
- Review daily productivity and approve payroll.
- Ensure full understanding of Spa operations and attend hotel operation meetings as required
- Ensure effective and timely communication among all spa departments and throughout the Hotel through weekly/monthly departmental communication meetings.
- Conduct development and performance management discussions as required in a timely manner.
- Ensure adherence of hotel, spa and facility standard operating policies.
- Ensure adherence of standard operating procedures for all SEC’s.
- Offer support and supervision for all spa departments as required.
- Create a visual presence within department for all spa staff via regular facility walk-throughs.
- Role model and ensure adherence to all safety procedures and practices for spa colleagues.
- Carry out any other duties and responsibilities as assigned.

**Qualifications**:
**Qualifications**:

- Minimum of 2 years experience in supervisory position in a spa or hospitality industry a strong asset
- Retail experience and a passion for sales as asset
- Diploma or Degree in hospitality or related field an asset
- Previous experience in a luxury environment and passion for spa or wellness is an asset
- Desire to provide phenomenal guest experiences, a passion for quality, and strong attention to detail
- Career-minded individual with strong personal initiative and a desire to achieve the department’s vision and goals
- Highly organized, results-oriented with the ability to be flexible and work well under pressure in a fast-paced, changing environment

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