PRO Sports ClubSpa Supervisor
Jan. 2016 - Jun. 2016Redmond, WA- Provides constant training, feedback and shadowing with new cast and existing cast
- Oversees Spa Concierge Desk and Reservations, Relaxation Lounges, Spa Locker Rooms and Spa Dining Room
- Oversees procedures conducted by cast at Concierge and Hostess desks
- Motivates and leads Concierge cast members
- Works closely with the Guest Services Manager to instill exceptional guest service standards in all support staff and holds them accountable
- Supports Guest Services Manager and Spa Management with implementing new procedures - Processes Service Recovery forms and Spa/Salon Comps daily
- Thoroughly checks for accuracy on all forms filled out at concierge desk
- Distributes cash gratuities daily following protocol
- Responsible for the accuracy of the cash till drops. - Supports Guest Services Manager with creating the agenda for monthly team meeting
- Thoroughly communicates new information on spa services, products (retail), service providers and club services and events to support staff
- Advises Retail and Inventory Specialist when low in retail products(s) as well as communicates guest product requests for new items
- Works with Guest Services Manager to maintain and update the Spa Concierge training manuals and conducts training as directed, host/hostess, reservations, coordinator, soiree, CSI and PRO Gateway
- Fully understands the CSI and Micros computer systems. - Works with IT to trouble shoot CSI and Micros issues as they arise and ensures all technical issues are communicated to IT, Guest Services Manager and Spa Operations Manager
- Meets with Spa Concierge cast members to problem solve, resolve issues and communicates cast coaching sessions to Guest Services Manager
- Acts as the initial contact for resolving guest opportunities by identifying the situation, determining the solution and communication
- Works with Guest Services Manager in the planning of monthly staff meetings. - Willing to work extra hours or flexible schedule.