Job Overview
Employment Type
Full-time
Part-time
Compensation
Type:
Hourly
Rate:
Range $19.00 - $19.50
Work Schedule
Flexible
Day Shifts
Weekend Shifts
Benefits
Resort privileges
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 insurance
Dental Insurance
Vision Insurance
Life insurance
401K Benefits
Job Description
Glen Ivy is a renowned resort known for its exceptional wellness experiences, therapeutic treatments, and beautiful natural surroundings. As a destination that caters to everyone, whether you seek a relaxing day with friends and family, indulge in top-notch spa services, or simply enjoy healthy food and serene pools, Glen Ivy promises a seamless and unforgettable day. The resort prides itself on offering a unique experience that combines relaxation, wellness, and exceptional guest service, making it a standout location in the spa and wellness industry. With a team dedicated to creating memorable and positive experiences for every guest, Glen Ivy is... Show More
Job Requirements
- One plus year hospitality supervisor/management experience preferred
- Able to work Monday through Sunday with flexible hours including extended weekend hours May through October
- Strong communication and interpersonal skills
- Ability to maintain professionalism and positive attitude in high pressure situations
- Ability to lead, train and motivate a diverse team
- Detail oriented with strong organizational skills
- Ability to effectively manage multiple priorities simultaneously
- Knowledge of and commitment to safety and cleanliness standards
- Ability to respond promptly to guest concerns and operational issues
- Must be able to stand and walk for extended periods
- Ability to work outdoors in varying weather conditions
- Basic proficiency in computer systems and scheduling software
Job Qualifications
- High school diploma or equivalent
- Previous supervisory experience in hospitality or spa environment
- Experience managing teams and coordinating daily operations
- Excellent customer service and conflict resolution skills
- Strong leadership and team building abilities
- Knowledge of spa services, retail products, and wellness trends
- Ability to communicate clearly and effectively with guests and staff
- Proactive problem-solving skills
- Ability to maintain detailed records and reports
- Familiarity with inventory control and stock management
Job Duties
- 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 safety 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
- 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
- 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
- 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
- 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
- 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
Job Qualifications
Experience
Mid Level (3-7 years)
Job Location
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