Garrya - Mù Cang Chải

 * Position Summary
- The Spa & Wellness Front Desk Supervisor is responsible for overseeing the daily operations of the Spa reception area, ensuring seamless guest experiences, efficient team performance, and adherence to luxury service standards. This role acts as the primary liaison between guests, the Spa team, and other resort departments, maintaining a welcoming environment while driving revenue and service excellence.
* Key Responsibilities
- Guest Experience & Service Excellence
+ Supervise front desk operations to ensure a smooth, efficient, and personalized guest journey from arrival to departure.
+ Greet and assist guests with warmth and professionalism, providing detailed information on treatments, wellness programs, and facilities.
+ Handle guest requests, feedback, and complaints with efficiency and courtesy, ensuring prompt resolution.
+ Maintain the highest level of confidentiality and discretion in handling guest information.
- Team Leadership & Training
+ Lead, train, and motivate the Spa Front Desk team to deliver exceptional service and achieve performance targets.
+ Create staff schedules, monitor attendance, and ensure adequate coverage for all shifts.
+ Conduct regular training sessions on service standards, upselling techniques, and guest relations.
+ Provide coaching and performance evaluations to support career development.
- Operations & Administration
+ Oversee daily bookings, reservations, and scheduling of treatments using Spa management software.
+ Ensure accurate billing, payment processing, and adherence to financial procedures.
+ Monitor inventory levels of front desk supplies and coordinate with Spa management for replenishment.
+ Prepare daily, weekly, and monthly reports on occupancy, revenue, and guest feedback.
- Sales & Revenue Management
+ Promote Spa treatments, wellness programs, and retail products through effective upselling and cross-selling techniques.
+ Support marketing initiatives and special promotions to maximize guest engagement and revenue.
+ Track sales performance, identify trends, and provide recommendations to improve results.
- Standards & Compliance
+ Ensure adherence to brand standards, health & safety regulations, and hygiene protocols.
+ Maintain a polished, professional appearance of the reception area at all times.
+ Support audits and inspections to guarantee compliance with international luxury resort standards.