Spa Supervisor

**Spa Supervisor (Deeside Leisure Centre)**

Aura Leisure & Libraries Ltd.
Reporting to: Fitness and Well-Being Manager

**Main Purpose**
To supervise the Beauty Therapist and Customer Advisors (receptionists) working at Afon Spa at Deeside Leisure Centre. The post holder will be responsible for the operational running of Afon Spa which operates seven-days-a
- week (including daytimes, evenings and weekends), delivering a first class, professional service using a range of communication methods to ensure that, where possible, customer enquiries, requests for service, payments and complaints are resolved or actioned promptly.
To be the first point of contact for Beauty Therapists and Customer Advisors in relation to the operation of the reception function and to support Deeside Leisure Centre to maximise income and deliver a quality customer experience.
To lead by example by greeting customers in a pleasant and friendly manner and to provide an efficient and knowledgeable service to centre users.
Main

**Responsibilities**:
1. To supervise circa 8-10 staff employed at Afon Spa in Deeside Leisure Centre; to ensure the area is adequately ‘staffed’ at all times in accordance with a rota that is appropriate to the needs of customers and the business.
2. To supervise Beauty Therapists and Customer Advisors in relation to attendance, sickness absence, annual leave requests, performance and appraisal; to support them to achieve high standards of customer satisfaction and consistency in service delivery.
3. To provide a comprehensive information service advising customers on the price and availability of facilities, the most appropriate membership options, current policies and procedures, and raising public awareness of 'what's on’ through the proactive cross-selling of service-wide activities and events.
4. Responsible for making decisions regarding promotions/special offers in conjunction with the Fitness and Well-Being Manager to attract clients and maximise revenue.
5. To input data into the Premier Spa system and configuration relating to spa booking sheets, treatment and facility bookings, member accounts and payment details.
6. To be responsible for building and producing income and usage reports from the Premier Spa software database. To be responsible for the periodic data cleansing of the Premier Spa software database to ensure the personal and contact details of registered members are current and support the integrity of performance management reports.
7. To process customer payments, either face-to-face or via the telephone, using the cash register and merchant card processing terminals.
9. To reconcile cash register monies, cheques and card payments in order to complete the leisure centre's daily income reconciliation sheet.
10. To communicate information to customers and to maintain excellent public relations regarding spa protocol, the non-blocking of fire exits and general good housekeeping measures.
11. To communicate information to operational centre staff regarding changes in customer activity requirements (e.g. group events), problems with spa plant operations, and first aid assistance. This information may be communicated either face-to-face or via two-way radio.
12. To utilise the Aura Exchequer system to raise purchase orders for management authorisation and to add new suppliers.
13. Be involved in demonstrations and sales events by being proactive and highly visible throughout the whole Centre. This will involve generating sales through face-to-face contact with Centre customers not currently utilising the Spa.
14. Responsible for ensuring the highest standards of hygiene, safety and cleanliness are maintained at all times and that the treatment rooms/changing areas are kept well-stocked.
15. To liaise with the Fitness and Well-Being Manager to identify any issues which impact upon the performance of the Spa staff in terms of training needs, customer response times and the quality of the overall customer experience.
Employees
16. To support and coach employees to reach their full potential by leading spa team meetings.
17. To provide training, mentoring and observations and feedback to the spa team through one to ones and annual employee appraisals.
18. To work cooperatively as part of the Fitness and Well-Being team supporting the work of the Fitness and Well-Being Suite, Marketing & Communications Manager and Deeside Leisure Centre’s management team.
Customers
19. To develop, foster and maintain excellent customer relations to ensure customer longevity, sustainability and satisfaction.
20. Responsible for discussing product and service options with customers, to enable appropriate decisions to be made by both parties. Additionally, responsible for promoting the sale of products in conjunction with treatments.
21. Responsible for devising personalised approaches and plans for each customer, to help enhance their well-being and to provide a high level of customer care. This will includ