Thompson Spa Lead

Responsible for supervising spa front desk and colleagues, ensuring positive and friendly guest relations; observing all activity within assigned areas including Spa front desk and boutique, locker rooms, Fitness Center, 6 th Floor public areas, Grounding Room and State of Elegance Flex space; offer assistance to guests/visitors; assist the Spa Manager and/or Director of Spa and Wellness in organizing and supervising daily front desk and retail operations; assisting at the spa reception as often as needed. Supervising the spa colleagues 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 lead a seamless running of the daily scheduling and front desk operations, reservations and guest experience with efficiency and accuracy.

• Providing the highest possible Forbes-like/Thompson Spa 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. Assist in the creation and maintenance of SOPs as they pertain to spa front desk / reception / retail operations.

• Maintain the Thompson Spa Boutique, Thompson Fitness Center and 6 th Floor public areas as needed.

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

• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy, during shift.

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

• Resolve guest complaints quickly, ensuring guest satisfaction.

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

• Maintain knowledge of hours of operation, services, retail, reservations, fees, products and merchandise as well as pertinent hotel information.

• Maintain relationships in a professional manner with all hotel departments.

• Set up, organize, and maintain workstation / spa front desk area with designated supplies, forms and resource materials, report shortages to Spa Manager and/or Director of Spa and Wellness.

• Set up, organize, and maintain retail /retail inventory area with designated supplies, forms and resource materials, report shortages to Spa Manager and/or Director of Spa and Wellness.

• Assist with inspecting deliveries of retail and operational supplies, notifying the proper leaders.

• Assist with creating and entering new inventory, tagging/pricing new deliveries of retail items and with performing retail during monthly inventories.

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

• Set up, organize, and maintain Grounding Room area with designated snacks and teas, linens, and tools and equipment. Manage adequate inventory of guest facing supplies such as snacks and teas. Report shortages to Spa Manager and/or Director of Spa and Wellness.

• Set up, organize, and maintain Fitness Center and 6 th Floor public areas with designated supplies. Report shortages to Spa Manager and/or Director of Spa and Wellness.

• Be familiar with all hotel/spa packages, promotions, prices and rates. Maintain any spa internal documentation with regard to packages, promotions, and comp services, obtaining signatures as required.

• Attend all scheduled meetings, classes and training sessions; knowledge required within the Spa must be passed on to co-workers. May be required to attend hotel meetings in lieu of Spa Manager or Director of Spa and Wellness as necessary including, but not limited to, morning stand-up, resume meeting, HySAT review meetings, etc.

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

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

• Maintain guest appreciation supplies such GWP, Aromabar, and Wellness Activity supplies.

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

• Assist Spa Manager, Supervisor and/or Director of Spa with the balancing of scheduled appointments for service providers.

• Assist in the listing and checking out of contract service providers.

• Assist in the maintenance of the spa front desk colleague schedule; ensure schedule is distributed and posted weekly.

• Posting hotel/HR announcements; maintaining the communications board.

• 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 and ensure the performance of weekly and monthly inventory and make sure it is accurate. Spot check inventory as assigned. Assist in the control of maintaining spa par levels for retail stocks. Organize and maintain retail storage areas.

• Communicate and inform all spa colleagues of upcoming meetings and events such as monthly departmental meetings, spa buyouts, large spa events, wellness month activations, etc.

• Initiate and oversee guest follow-up programming. Maintain follow-up records.

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

• Act as Lead for Group Events ensuring prompt and thorough communications for reservations, special requests, accurate billing and follow-up.

• 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.

• Responsible for training all new spa front desk, concierge and attendant colleagues. Ensure all Forbes/LQA and Thompson Spa standards are taught. Perform audits.

• Supervise and oversee that proper housekeeping is maintained for Spa boutique, locker rooms and fitness center areas.

• Additional duties as necessary and assigned.

Hyatt associates work in an environment that demands exceptional performance yet reaps great rewards. Whether it’s career opportunities, job enrichment or a supportive work environment, if you are ready for this challenge, then we are ready for you.

This is not your typical career opportunity. This is the Hyatt Touch.

Qualifications

High school or equivalent education required. Bachelor’s degree preferred.

1-2 years supervisor experience in a spa setting preferred.

REQUIRED CERTIFICATIONS

• TABC

• Food Handler’s Permit

PHYSICAL REQUIREMENTS

Position requires walking and standing most of the working day; must be able to stand and exert well-paced mobility for up to 6 hours in length. Must be able to bend, stoop, squat and stretch to fulfill tasks. Requires manual dexterity, grasping, writing, standing, sitting, walking, repetitive motions, bending, and climbing.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

• Must be able to communicate eloquently verbally and written, including professional phone etiquette.

• Must possess basic math and computational skills and have the ability to accurately handle billing.

• Must possess moderate computer skills and have the ability to learn multiple computer programs that are utilized on a continual basis throughout the day. Experience with Microsoft Office required. Experience with spa scheduling software preferred.

• Must be able to anticipate potential issues and act in advance to avoid them as well as be able to solve problems and make rational decisions to resolve issues where needed.

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