Spa Supervisor

Hope Street Hotel sits in the heart of Liverpool's Georgian quarter, with spectacular views across the city. Independent and multi award-winning, we have 149 bedrooms, two restaurants (The London Carriage Works –with 2 AA Rosettes and an AA Notable Wine List – and 1931 for casual dining), a gorgeous spa (awarded Five Bubbles by the Good Spa Guide), and eight conference and events spaces, including a private cinema.

As Liverpool's original boutique hotel, we opened in 2003, with two major expansions in 2009 and We are delighted to have been named the UK's Best City Hotel by The Times and The Sunday Times. Our vision is to be one of the world's finest independent design-led hotels - beautiful and welcoming. It is the small things that create the bigger picture and the people that make the difference.

We are looking for Spa reception supervisor to join the team to provide a warm welcome to spa guests, providing the highest levels of guest service, with a "nothing is too much trouble" approach. The ideal candidate will possess a strong background in hospitality and spa operations. Working to ensure the highest standards of guest service at all times, whilst ensuring that all procedures and controls are followed consistently and accurately. The role involves working closely with the spa manager, spa assistant manager, and spa team.

Key Responsibilities:

Guest Experience & Front Desk Operations

• Supervise all front desk and reception activities, ensuring a warm and professional welcome for all guests.
• Opening up the spa on a morning and closing the spa on a night on a shift basis
• Handle guest inquiries, bookings, cancellations, and special requests with efficiency and courtesy.
• Manage the check-in and check-out process, ensuring accurate billing and payment handling.
• Address guest complaints or feedback promptly, escalating issues to the Spa Manager when necessary

Team Leadership & Training

• Lead, train, and motivate the spa reception team to deliver high service standards.
• Prepare staff schedules, manage attendance, and ensure adequate front desk coverage.

Administrative & Financial Duties

• Monitor daily sales, prepare shift reports, and reconcile cash and credit transactions.
• Support inventory management of spa retail and operational supplies.
• Assist in implementing promotional offers and upselling treatments or products.
• Attend meetings when spa manager and spa duty manager are not available
• Carry out revenue forecast when spa manager and spa duty manager are not available

Coordination & Communication

• Liaise with therapists, housekeeping, and other departments to ensure seamless guest experiences.
• Maintain clear communication channels across the spa team regarding guest preferences and operational updates.
• Ensure adherence to health, safety, and hygiene regulations within the spa.

Qualifications & Experience:

· Minimum 2–3 years of experience in spa or hospitality front desk operations, with at least 1 year in a supervisory role.

· Strong knowledge of spa treatments, products, and booking software would be an advantage but training will be provided (e.g. Premier Core or similar).

· Excellent communication and interpersonal skills.

· Proficient in MS Office (Word, Excel) and POS systems.

· Customer-focused with a professional and calm demeanor under pressure.

Working on a shift basis, including evenings and weekends.

Shifts are usually

7am - 3.30pm

1130am-8pm

12.30pm - 9pm

Mid shifts 9.30am - 6pm

Job Types: Full-time, 1 year contract covering maternity

Work Location: In person

Job Types: Full-time, Permanent

Pay: £27,040.00 per year

Benefits:

• Discounted or free food

Work Location: In person