Resort Operations Grotto Supervisor

The Resort Supervisor will help to oversee and nurture the experience of all Glen Ivy guests, from the initial greeting to the farewell. He or she will manage the daily work habits and operations of a portion of the following areas; Bath House and Bath House Hosts, the spa facility, the Spa Hosts maintaining its cleanliness, Grotto, Club Mud and the Grotto/Mud Hosts.

About Glen Ivy:

We pride ourselves on being everyone’s resort. A destination like no other. Whatever you come for: a day with friends or family, a wellness escape, top therapeutic treatments, healthy food or our beautiful pools and lush landscape, the team at Glen Ivy® guarantees to make your day special, seamless and above all unforgettable.

Benefits/Perks at Glen Ivy:

• Resort privileges- employees get in for free!
• Friends and Family Resort rate
• 50% off services
• 30% off retail
• Birthday gift card
• 12 weeks of summer giveaways
• Paid sick time
• 1.5 pay on select holidays
• Medical/Dental/Vision/Life insurance (FT/PT only)
• 401k benefits

Hours of operation:

• Monday-Sunday 9am-5pm (November- April)
• Monday-Thursday 9am-5pm/ Friday -Sunday 9am-9pm (May- October)

Please note that employees will be scheduled prior to and after opening/closing operating hours

Experience: 1+ year hospitality supervisor/management experience preferred

Essential Duties & Responsibilities:

General:

• Maintain appropriate decorum, appearance and professionalism at all times.

• Inform Spa’s guest of products available for retail sale.

• Educate our guest on the benefits of both the product and the service they are receiving.

• Schedule and facilitate staff meetings as needed.

• Communicate with the Spa Manager in regards to equipment shortages, scheduling errors and Compensation errors.

• Follow all company policies, procedures, and safety requirements.

• High attention to quality, detail, teamwork and customer service.

• Maintaining Glen Ivy’s standard for excellence in the spa industry.

• Build Positive Relationships.

• Give each and every Glen Ivy guest 100% of yourself during their time with you.

• Create a Glen Ivy Experience for them.

• Create an environment that provides a Quality Experience for every guest.

• Ensure a fun atmosphere.

• Assist in training and motivating staff to assure for a high level of guest experience.

• Assist in ensuring that all staff is in compliance with all established standards and expectations of Glen Ivy as detailed in the

  employee handbook including timekeeping responsibilities, attendance, dress code, etc.

• Assure attendance at the pre-shift meeting for all opening staff. If staff isn’t scheduled for AM preshift, communicate any

  happenings to PM Staff.

• Assure that Glen Ivy Hot Springs Spa is known as a leader in the industry for attention to detail and commitment to

  cleanliness, neatness and being orderly.

• Maintain clear and consistent communications with other department Managers as well as Hosts.

• Document and address any disturbance, hazardous condition, or safely issue throughout the day.

• Follow all company guidelines, procedures, and safety requirements.

• Pay high attention to quality, detail, teamwork and guest service and hold employees accountable.

• Work in any other position across property as necessary.

• Retain service, product and program knowledge.

• Assure that all outdoor areas (excluding F/B BOIH and landscaping) are clean, organized, stocked with sufficient supplies,

  and free from hazards and safety issues at all times.

• Responsible for creating a welcoming and elevating experience for all guests of Glen Ivy Hot Springs by engaging individual

  guests during the course of their day.

• Create and develop programs/ideas to promote stronger emotional connections with our guests

• Work closely with Trainers/Educators in developing ongoing training programs; “document the magic” so that we can

  replicate the experience.

• To develop and implement an overall structure and plan that is proactive in nature and aggressively engages our guests.

• Assist in managing and motivating team to meet/exceed daily, weekly and monthly sales goals.

• Maintain knowledge of current sales/retail trends/spa services and share within team/company

• Works with staff on ensuring guests feel welcome and our number one priority.

• Communicate needs to Employees services, interview potential staff and complete necessary paperwork to fill open

  positions.

• Assist with inter-department compliance issues, with the assistance of employee services manager.

• Help to oversee monthly physical inventories. Ensure all inventories in Guest Service areas and store rooms are managed

  appropriately to minimize shrinkage.

• Ensure staff is able to take proper lunch breaks and provide coverage as needed for Breaks.

• Enforce proper uniform procedures.

• Maintain a consistent presence and spirit of service.

• Recognize and develop talent.

• Collaborate with all Departments.

• Assist in other operations departments as a manager on duty and work closely with all operations leaders.

• Determine guest’s needs, expectations and satisfaction to resolve conflicts and complaints as they arise.

• Respond to guest concerns in a professional and compassionate manner. Handle the situation in a way that the guest is

  satisfied with the resolution, and is reasonable in relation to the severity of the complaint.

• Assist and serve guests and team members in a sincere and courteous manner.

• Ensure that shift duties are being followed and completed in a daily basis in all areas.

• Constantly work to maximize revenues by initiating strategies that encourage the up selling of services and amenities.

• Monitor and report guest count throughout the day and recommend/make adjustments to staffing levels as needed.

• The Club Mud & Grotto:

• Responsible for the daily operations of Club Mud and Grotto

• Responsible for the performance and quality of Club Mud and Grotto, as indicated by guest experience and survey

  comments.

• Manage staff and schedule employees to up sell on property by performing walk-through and doing demos.

• These two areas of Glen Ivy are signature pieces of the overall guest experience, it is imperative the Hosts operate the

  department at a level reflective of Glen Ivy’s high standard for guest service and overall performance.

• An essential function of the Grotto and Club Mud Host is to be an advocate for the needs both staffing and maintenance of

  the department to ensure proper operation and flow is maintained at a high level of performance.

• Assisting in any activity deemed necessary for the normal operations of the Grotto/ Club Mud

• Be a role model for Grotto and Club Mud team proper behavior, attitude and work ethic.

• Assist with the communication processes to and from the team.

• Provide support for the team so they can be effective in their job.

  Resort Hosts:

• Ensure that employees maintain a safe, enjoyable, fun and relaxing guest experience for all Glen Ivy guests.

• Work on procedures and ensure staff to exceed our guest’s expectations.

• Guest survey comments and feedback regarding the spa host related areas are maintained at 70% or above Exceeds

  Expectations.

• Proactively assure that Spa grounds and Spas free of trash; empty trash cans regularly, pick up trash from Spa grounds throughout the day.

• The spa must be photo ready at all times.

• Respond to requests for stock, clean-up, first aid and other assigned and unassigned duties in a timely and professional

  manner as needed or ensure that radio calls are answered promptly and professionally.

• Properly report guest injuries through guest injury reports.

• Be diligent and aware of alcohol consumption, outside food and beverages, security issues, cell phone usage and lost and

  found items.

• Have a high visibility on the outside of the property and to our guests.

  Bath House:

• Ensure that all items listed on the Bath House Checklists are being done consistently.

• Report any needs for deep cleaning to the cleaning company.

• Ensure that maintenance related items are communicated through Net Facilities.

• Review linen levels and ensure they are appropriate and there is enough stock for the day. Connect with Linen Company if

  levels need to be adjusted.

• Ensure that all safety related items are addressed swiftly and with caution.

• Ensure laundry area is kept safe, clean and swept.

• Ensure that towels are kept organized and in the proper place.

• Maintain overall appearance and organization of the bath house and laundry area.

• Opening Shift:

• Adhere to the checklists and ensure that tasks are consistently completed.

• Check the Call Out line and forward messages to the proper areas. Record call outs for the closing report and address

  staffing issues as needed.

• Conduct a thorough property check to ensure that all areas are preparing for opening.

• Check in with opening staff and address any challenges and issues in each area.

• Check property for Maintenance, housekeeping, safety issues and address immediately. Ensure property is in compliance

  with all Health and Safety Codes prior to opening.

• Address any closures or delay in operation of equipment or amenities. Determine how it will affect the

  operation and address it in a manner that upholds company standards and policies.

• Lead the morning kick-off meeting. Prepare staff for the day ahead in a manner that is positive and that encourages

  camaraderie and a builds a cohesive team environment. Personalize the meeting to reflect current challenges and

  opportunities.

• Assure that there are sufficient linens for the day

• Assure that all areas are properly staffed, that all maintenance items are assigned and addressed in a timely manner, and that Spa buildings and grounds are immaculately clean and presentable.

• Report any operational challenges that require a change in normal procedure and ensure that it is effectively communicated to all departments and staff.

• Communicate closely with the Closing Manager in order to have a seamless handoff.

• Ensure follow through on all unresolved issues and communicate all guest service and operational challenges.

• Report sales initiatives and trends from the morning and assist the Closing Guest Experience Manager in preparing a plan to

  maximize revenues and guest satisfaction for the remainder of the day.

  Closing Shift:

• Adhere to checklists and ensure that tasks are consistently completed.

• Ensure that the closing staff in each department checks out with you prior to leaving their areas and that all duties have

  been completed.

• Ensure that there are sufficient operating linens for the following day.

• Ensure that all cash drawers are closed and balanced each evening and report any discrepancies to accounting immediately.

• Ensure that all Grotto Classes are closed for the day.

• Complete the Closing report each evening and distribute via email to the leadership team. Ensure that the report is

  accurate and sufficiently represents the happenings of the day and all items of importance.

• Ensure that the property is tidy, all inventory and supplies are stored properly, all areas are locked and secured, and all

  closing tasks have been completed prior to exiting the property.

• Follow up on any operational challenges and issues to ensure that they are addressed promptly.

• Ensure the property is closed to open.