Spa Reception Supervisor

Position Overview

The Spa Reception Supervisor role involves assisting Spa Management to uphold exceptional standards of professionalism, guest care, and efficient operation within all reception activities of the spa. This position leads the reception team daily, guaranteeing smooth workflows, outstanding customer interactions, and adherence to company protocols. The supervisor inspires team members to meet daily objectives, maintain consistent service quality, manage financial accuracy including correcting discrepancies, and ensure the overall reception area functions optimally.

Primary Responsibilities

• Manage guest feedback promptly, including responses to platform reviews.
• Ensure high-quality service delivery consistently.
• Complete daily operational checklists and provide timely reports to Spa Management.
• Assist in achieving departmental goals and maintaining operational excellence.
• Handle all spa inquiries, convert leads into confirmed bookings, and manage scheduling while optimizing therapist assignments based on skill and availability.
• Welcome and assist guests warmly, supplying detailed information about treatments, services, and promotions.
• Coordinate guest consultation records with therapists.
• Carry out accurate billing and reconcile daily financials.
• Maintain reception area cleanliness and professionalism per company standards.
• Lead, train, and motivate the reception team to meet service and sales targets.
• Organize and conduct monthly training sessions, meetings, and master classes on key operational and customer service topics.
• Oversee retail displays and stock management.
• Monitor and rectify financial overs/unders and ensure proper POS usage and end-of-day reconciliation.
• Ensure GDPR compliance including daily removal of stored credit card information.
• Support spa operations in the absence of senior managers.
• Conduct health and safety audits within the reception area, ensuring compliance with all relevant legislation.
• Manage guest complaints related to reception services and assist with treatment-related complaints when management is unavailable.
• Maintain accurate guest records and merge duplicate profiles.
• Participate in daily briefings, team meetings, and special projects as required.
• Maintain professional interaction with guests, members, and colleagues at all times.
• Support maintenance issue follow-ups within the spa.
• Maintain regular attendance and flexibility to meet business needs including weekends and holidays.

Qualifications and Skills

• Minimum 3 years of spa experience, focusing on guest service and complaint resolution.
• Strong grasp of the Trybe booking system and related scheduling, check-ins, and troubleshooting.
• Up-to-date knowledge of spa treatments, services, and current promotions.
• Proficiency with POS and billing reconciliation systems.
• Understanding of therapist scheduling logic to maximize resource use.
• Awareness of privacy and data protection regulations.
• Excellent verbal and written communication skills and basic computer literacy.
• Ability to prepare and interpret data and reports.
• Required qualifications: Spa Therapist Certification such as ITEC, CIBTAC, or CIDESCO.
• Physical ability to perform all necessary tasks, including occasional lifting up to 15 lbs, effective communication, and dexterity for handling office equipment.

Education

• Leaving Certificate or equivalent mandatory.
• Additional qualifications in spa therapy (ITEC and/or CIBTAC) are advantageous.

Additional Information

• The role demands a clean, neat, and well-groomed appearance consistent with company standards.
• Employee attendance and punctuality are critical; irregular attendance can lead to disciplinary action.
• Work schedules may vary according to hospitality sector demands, including weekend and holiday shifts.
• Employees must comply with company rules and active participation in training sessions is required.