Spa Supervisor - The Spa at Hyatt Regency Maui Resort

Company Overview 

Trilogy Spa Holdings is a professional spa management company dedicated to creating and operating the most innovative, service-centric, and performance-optimized branded spas in the hospitality industry. We currently operate spas in Arizona, California, Colorado, Florida, Hawaii, Nevada, New York, Puerto Rico, and Texas, where there is an enormous opportunity for growth for passionate individuals.

Trilogy inspires those who provide, “Flawless service: Every Guest, Every day.”

We pride ourselves on creating a culture where employees feel valued, appreciated and take pride in coming to work. As such, desired candidates seek to be a Partner at Trilogy, not merely an employee. If you are driven to succeed and proud to serve others, we want you as part of our team!

Job Summary 

The Spa Supervisor is responsible for providing guests with comprehensive and professional conduct, as well as supervision of Front Desk staff.  Must have excellent communication skills, problem-solving skills, and maintain a high level of customer service standards.  Must have the ability to deal effectively with guests, while maintaining the highest level of professionalism at all times. Scheduling dependability and flexibility is a must.  Responsible for assisting Spa Management with training, product inventory, payroll, scheduling, and financial reporting. 

Responsibilities

• Understand and abide by TRILOGY and The Spa at Hyatt Regency Maui policy and procedures.
• Provides guests with a thorough and knowledgeable understanding of spa services.
• Assists Spa Management in conducting performance evaluations for all staff after 90 days and yearly thereafter.
• Maintains inventory levels by ensuring proper stock levels on retail and professional on hand and in rooms. Assists in monitoring inventory and product supply ordering.
• Conducts daily treatment room checklist inspection noting inconsistencies and accuracies working alongside the Leads.
• Responsible for the day to day spa operation duties to include opening and closing, cash handling procedures, general facility maintenance and audit reconciliations.
• Assists Spa Management in ensuring all monthly sales goals are being achieved.
• Prepares bi-weekly hourly payroll report and approvals for department.
• Demonstrates respect, sensitivity and concern for guest’s needs and concerns with a professional and pleasant manner.
• Provides spa guests with a tour of spa facilities, when needed.
• Interacts cooperatively with, and with consideration towards, guest and co-workers.
• Anticipates guest’s needs and adhere to The Spa at Hyatt Regency Maui and TRILOGY’s standards for guest service, including FORBES 5 Star Standards.
• Diffuses guest challenges and communicates guest problems or complaints to the Spa Manager on Duty in a timely fashion.
• Maintains safety and sanitation standards.
• Organizes and distributes guest surveys by department.
• Manages all front desk incentives.
• Responsible for closing reports and cash bank reconciliation.
• Decisions of a broad nature are made in accordance with general policy and procedures.
• Trains and ensures all front desk associates deliver exceptional service, offering corrective counseling, when needed.
• Ensures front desk staff are monitored and informed of treatments, groups, and other promotions.
• Responsible for the execution and communication of promotions. Develops marketing links from Spa Soft to promotions.
• Ensures all protocols are adhered to.
• Acts as leader for service providers and work with Spa Management to enforce service standards, SOP’s, and assist in disciplinary actions as needed. Maintains checklists.
• Assists Spa Management with Service Provider schedules, as needed.
• Assists Spa Management in ensuring that technician licenses are up to date and renewed, as needed.
• Responsible for quarterly meetings of their department and recording attendance for payroll accuracy.
• Provides communication channel from Spa Management to their team.
• Assists with scheduling and rotation of duties.
• Communicates any maintenance/general cleanliness issues to Resort partners and communicates issues with Spa Management and team.
• Responsible for oversight of groups and VIP’s.

Qualifications

• Must have a minimum 2 year college Associates Degree.
• Must have a least 2 years of Supervisor experience.
• Candidate must be authorized to work in the US.
• Must be able to stand for long periods of time.
• Must have a flexible schedule, including days, nights, holidays, and weekends.
• Must be polished, professional, and have a strong command of both written and verbal English.  
• Must be organized, timely and detailed-oriented.
• Basic Computer software skills; Booker, Book4Time, Spa Soft preferred.
• CPR and First Aid certified desirable.

Benefits/Perks

• Medical, Dental and Vision (Full-Time Employees only)
• 401K Matching
• PTO – Paid/Holiday Time Off
• VTO – Voluntary Time Off
• Discounts on Retail Products and Spa Services

Compensation: $26.50 per hour + Gratuity Pool + Retail Commission