About the position
The Spa Guest Experience Supervisor at Miraval Berkshires is responsible for overseeing the guest experience within the spa, managing the Spa Concierge and Spa Attendant teams, and supporting the Spa Service Provider Team. This role is integral to creating a welcoming and nurturing environment for both guests and colleagues, ensuring high standards of service and satisfaction are met. The supervisor will also engage in training, scheduling, and operational oversight to maintain the spa's core values and enhance guest experiences.
Responsibilities
- Supervise and support the guest experience by overseeing the Spa Concierge and Spa Attendant teams.
- Create and maintain a welcoming spa environment that embodies the core values of the property.
- Lead and mentor the spa support team, providing daily direction and performance feedback.
- Monitor Guest Satisfaction & Feedback Surveys and report results to Spa Leadership and Colleagues.
- Oversee cleanliness and training expectations in locker rooms and laundry processing.
- Ensure required equipment and supplies are in good working order.
- Build and execute staff schedules based on operational needs.
- Create and modify Standard Operating Procedures and training documents for staff.
- Participate in interviewing and onboarding new hires for the Spa Support team.
- Train and provide continuous feedback to ensure expectations are met and exceeded.
- Handle guest questions, complaints, and issues as the leader on duty.
Requirements
- Minimum of one year spa or hospitality industry experience, preferably in a high volume operation.
- Ability to create and maintain a positive, energetic working environment.
- Professional demeanor with exceptional written and verbal communication skills.
- Technologically proficient with ability to learn multiple reservations software and booking systems quickly.
- Experience in development and delivery of training information.
- Flexibility to work weekdays, weekends, mid shifts, nights, and holidays.
- Ability to prioritize tasks and handle multiple duties simultaneously while remaining organized.
- Proactive approach to resolving service issues with guests and colleagues.
- Ability to lift up to 50 pounds.
- CPR/First Aid Certification is a plus.
Nice-to-haves
- Experience in a high-volume spa or hospitality environment.
- Previous supervisory experience in a spa setting.
Benefits
- Unlimited use of fitness center, yoga classes, lectures, and free golf.
- Competitive pay and corporate level benefits.
- Wellbeing and tuition reimbursement up to $1,000/year.
- Employee discounts on all spa services and programming.
- Discounted and comped rate at Hyatt Hotels.
- Positions with flexible schedules.
