Spa Supervisor

Additional Information EU Nationality or work permit for the Czech Republic needed

Job Number 24037984

Job Category Spa

Location W Prague, Vaclavske namesti 826/25 Praha 1, Prague, Czech Republic, Czech Republic

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Non-Management

W Hotels’ mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life. We’re here to open doors and open minds. With us, there’s always more. We dare to deliver a different kind of luxury. One that revels in bold ideas and indulges in the unexpected. We believe luxury is the freedom to be yourself and explore desires: whatever, whenever. Let go, let loose - that’s half the fun.

Our target consumer is The Connector. Our guests are curious, charismatic, free-spirited, and magnetic. They are the spark that makes it happen. The ones who never stop exploring, pulled to the energy of people and places. True to themselves and open to everything. They make the world their own. They bring the crowd together.

W Prague will feature 161 rooms and suites, a rooftop bar and an outdoor terrace, the perfect location for style-savvy locals and guests to enjoy sweeping cityscape views and a fabulous cocktail and culinary experience. The hotel will feature the W Lounge, the brand’s spin on the hotel lobby, along with several restaurants and bars and some ultra-modern event space. In addition, guests are invited to experience the indoor WET pool deck, FIT fitness center and AWAY Spa. Throughout the hotel, the brand’s unique Whatever/Whenever service is always available, delivering whatever they want, whenever they want it.

W is a destination, more than a hotel. An iconic lifestyle brand, offering guests unprecedented insider access to a world of “Wow” through contemporary cool design, fashion, nightlife, celebrities, and entertainment.

JOB SUMMARY

The Spa Supervisor role extends to overseeing spa reception duties, ensuring a seamless and welcoming experience for guests. Responsibilities encompass managing spa reservations, coordinating guest check-ins, and providing information on available treatments. Overseeing the Fit facilities. Training and supervising spa reception staff, maintaining a professional and guest-focused atmosphere. Organizing daily duties, having an attention to detail, and a commitment to exceptional service contribute to the spa's overall success and ensuring guest satisfaction.

CORE WORK ACTIVITIES

Safety and Security

• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.

• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.

• Maintain awareness of undesirable persons on property premises.

• Follow policies and procedures for the safe operation and storage of tools, equipment, and machines.

Policies and Procedures

• Follow company and department policies and procedures.

• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.

• Protect the privacy and security of guests and coworkers.

• Maintain confidentiality of proprietary materials and information.

• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.

• Perform other reasonable job duties as requested by Supervisors.

Guest Relations

• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.

• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.

• Address guests' service needs in a professional, positive, and timely manner.

• Assist other employees to ensure proper coverage and prompt guest service.

• Thank guests with genuine appreciation and provide a fond farewell.

• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.

• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.

• Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).

Communication

• Provide assistance to coworkers, ensuring they understand their tasks.

• Speak to guests and co-workers using clear, appropriate and professional language.

• Talk with and listen to other employees to effectively exchange information.

• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

• Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.

• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.

• Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).

Assists Management

• Assist management in establishing and communicating goals, performance expectations, timetables and deadlines for shift or departmental operations to hourly employees and ensure that they are understood.

• Ensure that hourly talents are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.

• Serve as a departmental role model or mentor by working alongside talents to perform technical or functional job duties.

• Coach and develop talents (e.g., create expectations for continual improvement, provide challenging tasks and assignments, hold development discussions, and construct and execute development plans).

• Encourage and motivate talents to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.

• Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.

• Assist management in preparing work schedules of hourly talents.

• Assist management to ensure that hourly talents have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory).

• Collaborate with management to formally recognize hourly talent performance contributions.

• Listen to hourly talent suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.

Working with Others

• Develop and maintain positive and productive working relationships with other employees and departments.

• Partner with and assist others to promote an environment of teamwork and achieve common goals.

• Actively listen to and consider the concerns of other employees, responding appropriately and effectively.

• Support all co-workers and treat them with dignity and respect.

• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

• Monitor the performance of others to ensure adherence to quality expectations and standards.

• Develop and implement quality improvement or corrective action plans.

Physical Tasks

• Enter and locate work-related information using computers and/or point of sale systems.

• Stand, sit, or walk for an extended period of time or for an entire work shift.

• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Guest Scheduling and Check-In

• Resolve situations where guest has arrived, but provider is missing or late by working with supervisor/manager to find another provider or reschedule the service.

• Answer questions about general property information and amenities.

• Answer questions about services available in the spa to assist individuals in selecting a service.

• Advise providers of last-minute changes or additions to schedule (e.g., different service, different guest, cancellation).

• Provide general spa orientation to guests upon arrival, such as the location and use of locker rooms, lounge areas, and hospitality stations.

• Ensure the overall smooth daily operation of the guest check in process at the Spa Front Desk and total overall guest experience.

• Work daily shifts in the Spa Front Desk.

Provide Spa/Salon Services

• Check computer for updates and changes to schedule regularly throughout the day.

• Monitor and stick to time schedule to stay on schedule throughout the day.

• Confirm guest first and last name and type of treatment scheduled prior to beginning treatment.

• Promote and sell spa services.

• Demonstrate, promote, and sell spa retail products.

• Maintain Spa/Salon Environment

• Notify Engineering of spa maintenance and repair needs.

• Maintain appearance of spa locker room and lounge areas by picking up and cleaning as needed throughout shift.

• Maintain Spa cleanliness and organization in the front and back of house by reporting to appropriate persons on a timely basis.

Spa/Salon Administration

• Complete requisitions for additional products, supplies, or equipment.

• The ability to schedule staff and complete payroll records in accordance with budgeted guidelines.

• The ability to be responsible for the administration of goods, requisitions, inventories, storage and cost-effective usage of all department related materials and assets, according to standards to ensure for smooth operation.

Spa/Salon Training and Supervision

• Advise talents on general property information, in-house groups, policy changes, or other pertinent information.

• Train new talents in company procedures for spa services.

• Inspect work areas and tools/equipment to ensure conformance to company standards of cleanliness and maintenance.

• Completing as-needed special tasks deemed necessary by Spa Management in a timely manner.

• Participating in assigned trainings.

• Celebrates successes and publicly recognizes the contributions of team members.

CANDIDATE PROFILE

• High school diploma/G.E.D. equivalent

• At least 2 years of related work experience

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

W Hotels’ mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life. We’re here to open doors and open minds. We are constantly inspired by new faces and new experiences. A tuned-in, up-for-anything spirit is at our core and has made us renowned for reinventing the norms of luxury around the globe. Whatever/Whenever is our culture and service philosophy that brings our guests’ passions to life. If you are original, innovative, and always looking towards the future of what’s possible, welcome to W Hotels. In joining W Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.