Rosewood Hotel Group Home Page

OVERVIEW/BASIC FUNCTION

Responsible for supervising spa facilities and associates, ensuring positive and friendly guest relations; observing all activity within assigned areas, offering assistance to guests/visitors.; assisting the Spa Director in organizing and supervising daily operations; assisting at the spa reception as often as needed. Supervising the spa associates while maintaining the highest quality of service and standards in the different departments of the spa. To continually learn and become knowledgeable in spa services and therapies, health and wellness. 

Essential Duties & Responsibilities

·       To actively support in the seamless running of the daily operations, reservations and guest experience with efficiency and accuracy. Providing the highest possible Forbes/LQA/Rosewood standards of service, whilst being pro-active in maintaining and/or improving profitability.

·       Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.

·       Maintain complete knowledge of correct maintenance and use of equipment.  Use equipment only as intended.

·       Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.

·       Maintain a positive attitude and contribute toward a meaningful and mindful work environment.

·        Resolve guest complaints, ensuring guest satisfaction.

·       Monitor and maintain cleanliness, sanitation and organization of assigned work areas.

·       Maintain knowledge of hours of operation, memberships, reservations, fees, treatments, products and merchandise as well as pertinent hotel information.

·       Set up and organize workstation with designated supplies, forms and resource materials, report shortages to Spa & Wellness Manager.

·       Be familiar with all hotel/spa packages, promotions, prices and rates.

·       Attend all scheduled meetings, classes and training sessions; knowledge required within the Spa must be passed on to co-workers.

·       Daily supervision and coordination of spa appointments, fitness and packages.

·       Daily verification of guest profiles and arrival list to ensure proper booking.

·       Coordinate and schedule spa requests, including written confirmation of appointment schedule and ensuring sufficient and adequate staffing.

·       Assist with general administrative duties as needed by Spa leadership team.

·       Coordinate with facilities maintenance, equipment service vendors, software provider, for repair or service.

·       Perform monthly inventory and make sure it is accurate.  Assist in the control of maintaining spa par levels for retail and operational stocks.  Organize storage areas.

·       Communicate and inform all spa employees of upcoming visits by SAGs, EGG’s and/ or repeat guests; reinforce special requests and needs.

·       Working as and/or assist spa reception and attendant as often as needed.

·       Coordinate and schedule the sequence of services for group bookings.

·       Be involved in the promotion and aware of the marketing plan concept for the Spa.

·       Train all Spa Concierge & Attendants and ensure all Forbes/LQA and Rosewood standards are maintained.

·       Supervise and oversee that proper housekeeping is maintained by locker and fitness attendants throughout the spa and the fitness areas.

·       Perform general clerical duties for department when necessary, including unpacking, inventory and restocking of merchandise.