Baha Mar Boulevard, Nassau, The Bahamas
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 centres 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!”
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
What you will also have already accomplished:
Previous operational experience within a 5 star spa environment
Description of Responsibilities
ESPA at Baha Mar’s Guest Relations Supervisor will be responsible for driving the revenue of all business centres 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 of treatments and spa programs through 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 documentto 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 on a monthly basis, 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.
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, tidy, and visual merchandising and displays are set to standard.
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 jeopardised.Record any grievances and follow up accordingly, communicating with the Spa General Manager at all times.
Ensure Spa Guest Relations record each guest preferences, accurately updating guest profiles.
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.
Carry out daily briefings with the entire spa team, communicating guest information, hotel news and revenue targets.
Be part of the MOD schedule
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.
Maximize revenue of treatments and programmes through effective scheduling, yield management and cross sales.
Contribute to the team’s overall targets and strive to achieve personal targets and goals as set out by the Spa Management team.
Maintain a sound treatment and retail knowledge with the ability to accurately describe benefits and prices.
Up sell current spa promotions/packages whilst ensuring uptake is recorded accurately.
Ensure sales are closed on product recommendations made by the therapists.
Participate in standard operating procedures for ESPA’s Active Retail programme.
Encourage clients to return by recommending an ongoing treatment programme, inviting guests to rebook.
Responsible for all billing procedures at the reception desk and the correct reconciliation of funds at the close of each shift and at the end of the day’s work.
Review group blocks for cut-off date extensions, and ensuring the group blocks are created and monitored correctly prior, during, and post the groups dates.
Attend group pick-up / pre con meetings when scheduled
Run group arrivals lists daily for future arrival dates, and no-show reports daily.
Check for duplicate reservations – by calling all multiple same name reservations to ensure accuracy of guest names, and any special requests.
Check for group reservation errors – and contact caller of the reservation or group contact accordingly to obtain and verify information.
Work with group rooming lists, reservation changes, and group billing – according to contract and email history.
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 .