SPA Supervisor (Local Hire Only)

SPA Supervisor (Local Hire Only)

Application Deadline: 30 April 2024

Department: Spa & Recreation

Employment Type: Fixed Term - Full Time

Location: Ghana - Accra

Description
This job is responsible for ensuring our customers are consistently treated to an impeccable customer service experience when visiting their Spa.  The Spa Guest Experience Supervisor will constantly observe bookings, ensure they are maximizing availability and provide ongoing training and mentorship to Spa team members to ensure the operation runs smoothly and in line with SENSASIA brand standards.  The Spa Guest Experience Supervisor will form a bond with their team and guests alike creating a professional, friendly, customer-centered teamwork environment. They will also ensure that all areas of the Spa are maintained to the highest standard at all times and continually motivate and inspire team members to give 100% while on duty. 

Key Responsibilities

• Ensuring day to day operations run smoothly by monitoring all areas of the Spa operation including set-ups, cleanliness, sufficient stock levels, guest, and team satisfaction
• Guest Satisfaction: The Spa Guest Experience Supervisor makes guest satisfaction a priority at all times and ensures the Spa  & team members have what they need on a day-to-day basis in order to exceed guest expectations.  This includes monitoring guest satisfaction ensuring guest comment cards and feedback cards are being handled in line with SENSASIA standards.  Identifying exceptionally happy guests and encouraging them to leave positive Trip Advisor Reviews.  Identifying unhappy guests and taking their feedback and concerns into consideration and ensuring relevant action is taken.  Sharing all guest feedback with the spa leader and SENSASIA to ensure the company is informed on the happiness of the guest.
• Foster an open and supportive work environment through communication including informing colleagues about targets, promotions, complaints, positive feedback, and conveying messages to and from management in a respectful and encouraging manner
• Regular and Ongoing Training & Feedback to empower and improve overall spa and team member performance.  The supervisor is also responsible for supporting consistency in performance and should support the spa leader in providing counseling when a team member is not meeting company standards
• Spa Audits: The Spa Guest Experience Supervisor will be expected to perform random audits on daily checklists, guest profiles, spa standards, and set-ups to ensure proper compliance and provide any feedback to help team members improve and also reward them for work well done
• Scheduling: The Spa Guest Experience Supervisor will work alongside the Reception team to ensure their Spa has sufficient manning during peak hours and approve TBOT and shift changes.  The Supervisor must be unbiased, fair and only make scheduling decisions based on operational demands and not on personal preference for themselves or any team member.  
• Treatment Bookings: The Spa Guest Experience Supervisor will continually monitor all bookings and check at least 2 days ahead to highlight and resolve any ‘dead space’ as per our booking standards and create availability when needed
• Mentoring Approach: The Spa Guest Experience Supervisor will be responsible for supporting all team members when they need support from someone in a leadership position and in the absence of the spa leader.  They should be open, helpful, friendly and approachable and encourage a work environment that reflects SENSASIA company values.  They will encourage team members to learn and grow by allowing them to conduct their duties freely and with regular and ongoing coaching and progress feedback.
• Flexibility: As operations, team or guest needs demand, the Spa Guest Experience Supervisor is expected to be flexible and accommodating for any additional tasks or amending their own schedule as required.

Skills, Knowledge and Expertise

• Internationally recognised certificate in spa treatments, which must include massage therapy, facial treatments and or salon services such as epilation.
• Recognised training and development within the hospitality industry, preferably in a five-star hotel.
• 5 years of relevant experience within the same industry. 
• Experience of managing a team of spa therapists, which could include spa trainer position or managing the diary of an operating spa. 
• Up to date knowledge of spa services and processes as well as working knowledge of multiple brands used within the spa industry.
• Computer literate. In particular Microsoft and Google packages and computer bookings systems
• Experience with reporting and monitoring engineering works and servicing equipment within the spa industry.
• Team building spirit
• Decision-making and problem-solving skills
• Adaptability and Flexibility
• Professional values of integrity
• Results oriented
• Great interpersonal relationships
• Cross cultural awareness and sensitivity
• Communication ability 
• Interpersonal skills
• Great customer service skills
• Understanding of English in written and verbal form
  
  

About Kempinski Hotel Gold Coast City - Accra

The Kempinski Hotel Gold Coast City - Accra is the only five-star luxury hotel offering state-of-the-art meeting facilities and services in the city. Conveniently located in the downtown area and in close proximity to the State House, the Accra International Conference Centre, and the National Theatre. The property has 269 luxury rooms (largest room size in Accra), 24 suites, a variety of F&B offerings as well as large conference facilities. Our latest addition is the Resense Spa, the largest SPA in West Africa, and the most exclusive luxury hotel spa in Accra. The 3,000 sqm wellness and fitness facilities cover three floors and include an authentic hammam, separate male and female wellness areas with saunas, steam room and whirlpool baths, and ten treatment rooms, including two couple suites, fitness and beauty facilities, and a cosy relaxation lounge. We offer a perfect mix of categories to meet the needs of both corporate and conference visitors to the country.