Wellness Supervisor

Roles & Responsibilities

Wellness and Gym Membership Sales

• Maximise revenue by driving the team to upsell and cross-sell among the six pillars of Sama Wellness
• Assist to monitor revenue performance, providing motivation and training on revenue optimisation.
• Maintain a sound knowledge and familiarity in Spa, Fitness and Wellness offerings
• Participate in wellness demonstrations/events as required.
• Assist in driving revenue of spa treatments and wellness offerings through effective scheduling and yield management.

Wellness Standards and Operations

• Assist in welcoming VIPs, journalists and all Wellness guests and members as required and to an exceptional standard, welcome as an Ambassador for Sama Wellness.
• Set an example by following brand standards during the guest welcome and consultation, throughout their Sama Wellness experience and through lifestyle recommendations.
• Ensuring Wellness venues' including The Gym and Pool are set up and close down procedures are followed.
• Continuously update own knowledge of Sama Wellness offerings and brand standards, outside of formal training.
• Responsible for maintaining high standards of cleanliness, hygiene and professional presentation of the Sama Wellness and service pantry and storage areas through daily spot checks and walk rounds, following up accordingly with Wellness team members.
• Support the Wellness Concierge Team where required including site visits, wellness reservations, wellness guest check-in/out, retail, personal training, group classes, event, membership and gift certificate sales.

Guest Relations

• Maintain the highest standard of guest service by following Sama Wellness protocols and displaying genuine care and attention to detail.
• Regularly liaise with wellness guests and clients, VIPs and members to ensure satisfaction and gain feedback. Build a strong rapport with them as their personal concierge.
• Ensure all SOPs are followed as required consistently.
• Conduct on-going training on wellness front line duties to new team members and refresher trainings if required
• Conduct site visits and handle all enquiries for all guests and prospective members. Always Act as an Ambassador for Sama Wellness.
• Ensure all therapists and the Wellness Concierge team consistently record guest preferences, accurately updating guest profiles and communicating any relevant information with the team or/and other departments if any.
• Always protect confidentiality including personal data, medical details and any information provided in confidence by Sama Wellness guests.

Personnel Management / Training

• Stay observant on staff morale, and council where necessary. Record, report and always attempt to resolve grievances as quickly as possible and inform Director of Wellness.
• Support the Director of Wellness in the recruitment, induction, training, development and supervision of all Sama Wellness team members.
• Alongside the Director of Wellness, hold monthly meetings with the team to communicate, motivate and be aware of staff needs.
• Responsible for team performance in relation to guest service, treatment, fitness and wellness standards, cleanliness/hygiene, personal presentation and maximizes revenue.
• Conduct effective inductions and ongoing training for all team members in line with Sama Wellness and The Initial Sama brand standards, accurately recording and keeping Training Inventory Checklists for each team member.
• Assist to providing wellness knowledge training with all team members. Work closely with other departments to ensure effective communication and a good working relationship between all business centres.

Stock and Inventory

• Responsible for maintaining an effective stock control system including inventory and placing orders to par level. Maintain linen and product levels in the treatment rooms, ensuring trolleys are stocked, clean and organised as per Sama Wellness standards.
• Carry out regular stock rotation within every Wellness treatment room and all preparation areas.
• Ensure the correct quantities of products are being used by team members as specified by the manufacturer to control cost of products and offerings.

Health, Safety and Hygiene

• Conduct regular checks to ensure all team members are maintaining the cleanliness, sterilisation and hygiene of all equipment, products and linens in the treatment rooms, pantry areas, wellness including gym, yoga and movement studios, bath house, yoga pavilion and the pool area.
• Receive training on all relevant legislation pertaining to the Health and Safety at Work Law and Health and Hygiene standards. Regularly update training for all staff on this area.
• Act responsibly at all times in relation to personal safety along with the safety of team members and guests of Sama Wellness.

Wellness Duty Management

• Act as Wellness Duty Manager when assigned this role as part of the rota created by the Director of Wellness when on duty.
• Ensure Sama Wellness areas and facilities are adequately manned at all times.
• Oversee the smooth operations of all business centres.
• Inform the relevant department head of any complaints or issues regarding the Wellness's facility, taking action or recommending amendments if necessary.
• Responsible in ensuring smooth operations for Opening/Closing Procedures when on duty.
• Ensure team members and complete opening procedures and check lists per relevant area on a daily basis, reporting and recording any housekeeping or maintenance issues to the relevant department and ensuring prompt resolution. Inform Director of Wellness if follow up is required.
• Attend daily operations meetings in the absence of Director of Wellness, communicating the day's reservations on the books, VIP guests and any relevant activities to other department heads.
• Carry out daily briefings with the entire team members, communicating guest information, updates and share revenue figures twice a day within two hours on the start of each shift.

Administration

• To record daily requisitions in the balance or record book.
• To prepare end of the day daily revenue reports and other reports required by the Wellness Management.
• To create guest profiles and ensure they are not duplicated in the Wellness software system
• To ensure the guest profiles are entered with correct information (names, contact number, e-mail address) in the Wellness software system.
• To assign and distribute equally the wellness /spa booking throughout the day ensuring the therapist commission is equally distributed among them.
• To report lost and found items and inform Wellness Management within one hour. Details to obtained: Date/Time of item was lost/found, the person/guest who found/lost it and location of the item was found/lost.

General

• Maintain a high standard of appearance, grooming and personal hygiene set by the Director of Wellness.
• Demonstrate a professional demeanour, particularly on punctuality, appearance and general manner.
• Adhere to training as set down by the Director of Wellness and attend all training courses as deemed necessary.
• Work a flexible rota, including evening, early, weekend and public holidays.
• Participate in safety and other training required by The Initial Sama
• Always show enthusiasm and motivation.
• Have a complete understanding of and adhere to The Initial Sama and Sama Wellness rules and regulations.
• Have a complete understanding of and adhere to the Wellness policy relating to fire, hygiene, health and safety, to attend training if required.
• Coach other team members when required to complete the tasks assigned.
• Carry out any other duties and responsibilities as assigned.

Tell employers what skills you have

Personal Training
Training Development
Housekeeping
Personnel Management
Inventory
VIP
Fitness
Administration
Guest Relations
Clinical Operations
Yoga
Yield Management
Weight Management
Scheduling
Wellness Coaching

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