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Job Summary

The Spa Supervisor is responsible for overseeing the daily operation of the Spa Reception and Spa Treatment areas, ensuring exceptional guest experience and smooth operational efficiency in accordance with Rosewood brand standards, Forbes Five-Star Standards, and LQA requirements. The role provides day-to-day supervision, guidance, and support to the Wellness Concierge and Spa Therapists while ensuring operational excellence, service consistency, and team productivity.

The Spa Supervisor serves as a role model by maintaining a visible operational presence, supporting guest satisfaction, developing associates, and ensuring all wellness facilities are maintained to the highest standards.

Essential Duties and Responsibilities

Quality:

• Ensure all spa operations are delivered in accordance with Rosewood Brand Standards, Forbes Five-Star Standards, and LQA requirements.
• Supervise daily Spa Reception and Treatment operations to ensure a seamless and personalized guest experience.
• Monitor service standards, treatment quality, and guest interactions to ensure consistency and excellence.
• Conduct daily operational walkthroughs to ensure treatment rooms, reception, relaxation areas, locker rooms, and wellness facilities are guest-ready.
• Handle guest feedback and service recovery promptly, professionally, and with ownership.
• Ensure guest preferences, medical information, and special requests are accurately communicated and followed.
• Conduct daily team briefings to communicate business levels, VIP arrivals, operational priorities, and service expectations.
• Ensure all associates maintain professional grooming, behavior, and Rosewood service standards.
• Conduct opening and closing inspections to ensure operational readiness.
• Report maintenance issues and coordinate with Engineering for timely resolution.
• Coordinate with Housekeeping to maintain exceptional cleanliness throughout all wellness facilities.
• Work closely with Front Office, Concierge, Guest Relations, and other departments to ensure seamless guest experiences.
• Support onboarding, orientation, and training of new associates.
• Coach and mentor associates to continuously improve service delivery and technical performance.
• Monitor productivity, punctuality, grooming, and professional conduct.
• Assist the Wellness & Spa Manager with performance evaluations and development plans.
• Conduct daily operational coaching and service guidance.
• Ensure associates maintain competency in treatment knowledge, retail products, and guest service standards.
• Identify training needs and communicate them to the Wellness & Spa Manager.
• Support ongoing learning aligned with Rosewood standards and departmental objectives.

Financial:

• Support departmental revenue goals through efficient operations and exceptional guest experiences.
• Monitor therapist productivity, treatment utilization, and appointment optimization.
• Promote upselling of spa treatments, wellness experiences, and retail products.
• Ensure accurate billing, cashiering, and posting of guest charges.
• Monitor operational supplies and minimize product wastage.
• Assist with inventory management and stock control procedures.
• Support departmental cost control initiatives while maintaining service excellence.
• Standard Responsibilities
• Comply with all Rosewood company policies and hotel procedures.
• Maintain Rosewood Brand Standards, Forbes Five-Star Standards, and LQA requirements.
• Protect guest and associate confidentiality.
• Maintain professional appearance and conduct at all times.
• Support departmental projects and operational initiatives.
• Perform additional duties as assigned by management.

Confidentiality:

Whilst working for the company there will be access to a wide variety of confidential information concerning the company, guests, associates, and hotel operations. It is vital that all such information remains confidential and must not be disclosed to anyone outside the company unless otherwise authorized.

• Maintain confidentiality of all company, guest, and associate information.
• Protect sensitive operational and financial information.
• Ensure discretion in all matters related to guests and associates

Health & Safety:

• Follow safe working practices across all areas of the outlet.
• Ensure compliance with Health and Safety regulations and hotel procedures.
• Report hazards, defects, and safety concerns immediately.
• Ensure incidents and accidents are reported in line with procedures.
• Maintain compliance with HACCP and food safety standards.
• Promote a safe environment for guests and associates

Other:

The above description is not exhaustive and may be adjusted based on operational needs.

• Maintain flexibility in working hours and operational support.
• Respond to business needs with adaptability and ownership.
• Support additional responsibilities and projects as required.