Spa Supervisor

Please note that this is not an exhaustive list of duties. Team members at NH Maldives Kuda Rah are expected to remain flexible and proactive in supporting the resort, guests, and colleagues. Below are the key responsibilities detailed for this position, but not limited to supervising daily spa operations, supporting and guiding spa therapists, ensuring treatment quality, hygiene, and safety standards, and delivering exceptional guest experiences in line with resort and brand standards.

Leadership & People Management

1. Support the Spa Manager in supervising the day-to-day spa operations and team performance.
2. Allocate daily duties, prepare team members schedules, manage break times, and ensure adequate coverage at all times.
3. Address basic personnel matters professionally and escalate sensitive issues to the Spa Manager or People & Culture.
4. Foster a positive, respectful, and motivating working environment for all spa team members.
5. Ensure all team members understand and comply with company policies, resort guidelines, and brand standards.
6. Support and participate in all training programs, brand refreshers, and skill development sessions requested by Head Office or Management.

Daily Operations & Guest Experience

1. Ensure opening and closing procedures are followed correctly for each shift, using approved checklists.
2. Maintain spa cleanliness, ambience, and presentation standards across all treatment rooms, reception, and wet areas.
3. Monitor spa facilities and equipment; raise maintenance requests promptly and follow up with Engineering through approved systems.
4. Review daily reservations and coordinate therapist assignments and break schedules accordingly.
5. Step in to support spa reception operations when required, including during peak hours or emergencies.

Spa Reception & Reservations Support

1. Handle incoming calls professionally, ensuring calls are answered promptly and courteously.
2. Provide accurate information to guests on spa treatments, availability, pricing, duration, and promotions.
3. Manage bookings efficiently to maximize therapist utilization while maintaining service quality.
4. Clearly confirm guest details, treatment times, and cancellation policies prior to ending conversations.
5. Liaise with other departments when required to support guest arrangements.

Guest Interaction & Service Recovery

1. Engage proactively with guests to ensure satisfaction before, during, and after treatments.
2. Handle guest concerns or complaints calmly and professionally, escalating when required.
3. Conduct spa tours and assist with guest orientation and wellness consultations when needed.
4. Support spa promotions, special offers, media visits, photo shoots, and site inspections for travel partners.

Revenue & Brand Standards

1. Actively support upselling of spa treatments, wellness programs, and retail products in a genuine and guest-focused manner.
2. Ensure therapists follow approved treatment protocols and brand presentation standards.
3. Support implementation of Minor Hotels and NH brand wellness concepts and service rituals.

Main Weekly Duties

1. Assist the Spa Manager with weekly treatment and retail inventory planning and ordering.
2. Support preparation of operational reports, including:

• Staff attendance and leave tracking
• Guest feedback and service recovery actions
• Petty cash, meal coupons, and basic revenue summaries
• Weekly spa performance reports

Main Monthly Duties

1. Assist with monthly spa reporting, including revenue summaries and guest feedback trends.
2. Support retail, consumables, and FF&E inventory checks in line with resort schedules.
3. Participate in audits, quality checks, and brand compliance reviews as required.
4. Perform any additional related duties reasonably assigned by Management.