Guest Relations Supervisor - ESPA (ESPA)

Brand: ESPA at Baha Mar

Job Title: Guest Relations Supervisor

Reports to: Spa General Manager

ESPA at Baha Mar's Guest Relations Supervisor will work together with the Spa General Manager to drive the revenue of all business centers in the spa through effective scheduling, yield management, and sales as well as five-star customer service. As an Ambassador for the spa this individual will ensure outstanding five-star guest relations, driving and delivering ESPA and Baha Mar brand standards. He or she will also provide support to the Spa General Manager as a Duty Supervisor and oversee the Spa Guest Relations Team.

The Baha Mar culture begins with PASSION.

We have a passion for "BETTER THAN BEST" that leaves a lasting impression on our guests and creates a timeless resort experience that is glamorous, fun and exceptional. Here is how you can "own the wow!"

• Care deeply

• Have a generous spirit

• Thrive as part of a team

• Pay exacting attention to details

• Create emotional connections with our guests

• Be strongly committed to Baha Mar's success

CRITICAL SKILLS & QUALIFICATIONS

• 2-3 years of leadership experience in a supervisory or management role required

• Must be able to communicate effectively with the team and guests

• Experience and diffuse guest-related issues in a timely manner

• Experience in spa environment preferred or related field

• Book 4 time experience highly recommended but not necessary

• Must be able to endure various physical movements throughout the work areas, reach up and down, be available at all times throughout work periods, require shift work, and satisfactorily communicate with guests and co-workers to their understanding

• Competent in Microsoft Office

• Ability to multi-task in various situations and prioritize

Description of Responsibilities

ESPA at Baha Mar's Guest Relations Supervisor will be responsible for driving the revenue of all business centers in the spa through effective scheduling, yield management, and sales as well as five-star customer service. As an Ambassador for the spa this individual will ensure outstanding five-star guest relations, driving and delivering ESPA and Baha Mar brand standards. He or she will also provide support to the Spa General Manager as a Duty Supervisor and oversee the Spa Guest Relations Team. Responsibilities will include, but are not limited to:

SALES & REVENUE MANAGEMENT

• Drive revenue from treatments and spa programs by ensuring effective scheduling, yield management, upselling, and engaging the guest through thorough treatment and program descriptions.

• Strive to exceed personal and team sales targets and objectives as set by the Spa General Manager.

• Run daily Spa Soft reports and input statistics into ESPA KPI document to produce daily and monthly statistical reports and KPIs, reviewing with the Spa General Manager and ESPA to identify business and revenue opportunities.

• Play an active role in creating new initiatives in retail/booking incentives and cross-selling promotions.

• Assist the Treatment Manager/Lead where required in calculating team incentives monthly, submitting to the Spa General Manager for approval.

• Manage tracking; monitoring; and developing ESPA Retail activity within the team (Mindful Selling).

• Ensure turn-away business and repeat guests are accurately tracked by the Spa Guest Relations team through the Spa Software.

• Drive up selling of spa promotions whilst ensuring uptake is recorded.

• Liaise with other Baha Mar departments to maximize revenue opportunities (Casino, Sales and Marketing, etc.).

• Ensure correct billing procedures and reconciliation of funds on reception at the close of each shift and at the end of the day's work.

• Manage, oversee and maintain an effective retail stock control system including monthly inventory and placing orders to par level. Monitor shrinkage activity as part of this process.

• Adjust par levels and retail sales focus according to business needs and consumer demand.

• Ensure all retail areas, shelves, and products are clean and tidy, and visual merchandising and displays are set to standard, always.

• Manage and oversee Groups and events to ensure accurate and complete execution from scheduling to payment processing

GUEST RELATIONS / GROUPS

• Be a constant presence at the spa reception taking regular walk rounds of all spa areas, ensuring interaction with guests and members.

• Lead by example by providing a warm welcome to clientele whilst striving to provide outstanding service.

• Conduct spa tours for VIPs, sales and marketing, guests, journalists, and prospective members. Act as an Ambassador for the spa at all times.

• Deal with any client complaints promptly and effectively, ensuring client satisfaction and revenue is not jeopardized. Record any grievances and follow up accordingly, communicating with the Assistant Spa Manager / Spa General Manager at all times.

• Ensure Spa Guest Relations records each guest's preferences, accurately updating guest profiles.

• Attend all Pre-Con and any other meetings relating to Group bookings

• Attend hospitality desks when required/ necessary

• Oversee all site visits.

• Manage and oversee group/event and wellness reservations from the initial introduction to ensure the execution of the event is seamless.

• Oversee the group coordinator and assist with group/events and wellness with the group coordinator and in the group coordinator's absence.

• Complete the Group Commission Report, after the group's departure.

• Create and maintain group & and transient room blocks. Ensure all reservations have correct billing and all other necessary information.

• Create and maintain group & and transient room blocks. Ensure all reservations have correct billing and all other necessary information.

• Liaise with Brands for group and event details.

• Organize satellite spa desks when required / needed.

DUTY SUPERVISOR

• Act as Duty Supervisor when assigned this role as part of the rota created by the Spa General Manager/Manager.

• Ensure the facility is adequately manned at all times. Oversee the smooth running of all business centres in the spa.

• Inform the relevant department head of any complaints or issues regarding the Spa's facility, taking action or recommending amendments if necessary.

• Manage the Opening/Closing Procedures when on duty.

• Complete opening procedures and check lists per relevant area on a daily basis, reporting any housekeeping or maintenance issues to the relevant department and ensuring prompt resolution.

• Attend any hotel or spa meetings in the absence of the Spa General Manager, taking up to date revenue figures from the spa, communicating the day's business, guests and any relevant activities to other department heads.

• Act as a Dual supervisor in the absence of the Guest Relations Supervisor.

• Carry out daily briefings with the entire spa team, communicating guest information, hotel news and revenue targets.

PERSONNEL MANAGEMENT

• Create and maintain staff rosters for Guest Relations according to business demands, ensuring adequate cover at all times and little or no overtime.

• Maintain staff moral and council/motivate where necessary. Record, report and always attempt to resolve grievances as quickly as possible.

• Manage the recruitment, induction, training, development, performance appraisals and discipline of all Guest Relations, under the supervision of and in communication with the Spa General Manager.

• Oversee attendance sheets, sick leave and holiday arrangements, ensuring adequate business cover is maintained.

• Hold regular meetings with Spa Guest Relations Team to communicate, motivate and be aware of staff needs.

• Conduct effective inductions and ongoing training for all Guest Relations in line with ESPA and Baha Mar brand standards, accurately recording and keeping Training Checklists for each team member.

OPERATIONS/GENERAL

• Support the spa reservation operation and maximise revenue opportunities and guest relations by undertaking reception and reservation duties as part of daily responsibilities.

• Regularly update manuals and workbooks to ensure that all operational procedures are carried out in the prescribed manner.

• Ensure that the spa and reception area is well merchandised, clean and free of clutter.

• Ensure Guest Relations team personal items including bags and cell phones are kept in their spa locker at all times.

• Demonstrate a professional demeanour at all times, particularly with regard to punctuality, appearance and general manner.

• Work a flexible rota, including evening, early and weekend shifts. Ensuring Supervisors are covering all shifts, working opposite schedules to ensure maximum Supervisor coverage.

• Regularly update training for Guest Relations on Health and Safety Policy and ensure it is adhered to.

• Ensure that a high standard of cleanliness and hygiene is maintained throughout the facility at all times.

• Receive training on all relevant legislation pertaining to the Health and Safety at Work Law and Health and Hygiene standards

• Perform other duties as assigned