Description

Summary

The Spa Supervisor supports daily operations at the resort's 15-treatment-room spa, helping deliver a smooth, welcoming experience for guests and a well-organized work environment for the team. This is a hands-on, guest-facing role that provides on-shift direction, supports the Spa Assistant Manager with staffing and service standards, and helps coordinate the spa's front-of-house and treatment operations.

The Spa Supervisor handles routine operating decisions and guest concerns during assigned shifts, escalating significant staffing, financial, safety, or service issues to the Spa Assistant Manager. The Spa Assistant Manager leads day-to-day department management; the Area Director of Spa provides broader direction and oversight.

The pay rate for this position is $21.00 - $23.00 hourly. This is the pay rate for this position that the Grand Hyatt Indian Wells reasonably expects to pay. Decisions regarding individual salaries will be based on a number of factors, such as experience and education.

Key responsibilities

Responsibilities include, but not limited to:

• Lead assigned shifts, helping the spa open, operate, and close according to resort standards.
• Welcome guests and support a calm, polished arrival and departure experience, including clear communication about appointments, spa services, and resort policies.
• Monitor the daily appointment schedule and coordinate with reception, therapists, and other spa team members to keep service flow on track.
• Help assign and adjust work during the shift based on bookings, staffing, and guest needs.
• Coach team members in the moment on hospitality, communication, presentation, and service standards; share follow-up coaching needs with the Spa Assistant Manager.
• Respond to routine guest questions and concerns, resolve issues within established guidelines, and promptly escalate matters requiring management attention.
• Inspect treatment rooms, relaxation areas, locker rooms, and other guest spaces for cleanliness, readiness, supplies, and presentation.
• Support consistent pre- and post-treatment room procedures and help the team follow sanitation, safety, and resort operating protocols.
• Communicate with hotel departments, including housekeeping, front office, concierge, and food and beverage, to coordinate guest needs and resort service.
• Help maintain accurate shift notes, incident reports, attendance records, and other operational documentation.
• Support onboarding and training for new team members and reinforce established procedures.
• Assist with weekly payroll processing by reviewing timecards, monitoring attendance, identifying discrepancies, and ensuring payroll information is submitted accurately and on time.
• Stay informed about spa services, packages, promotions, and resort offerings so guest questions can be handled accurately.
• Maintain inventory controls, oversee supply replenishment, and help ensure operational readiness across all spa areas.
• Foster retail success by coaching associates on product knowledge, recommendations, and guest education.
• Support the implementation of spa promotions, seasonal offerings, and resort marketing initiatives.
• Perform other related duties as assigned.

Success in this role

Success means guests feel welcomed and well cared for, spa spaces and schedules are ready for service, team members receive reliable on-shift support, and operational issues are communicated to the Spa Assistant Manager promptly and clearly.

We Offer Excellent Benefits:

Medical, Dental, and Vision Insurance

401k Retirement Savings Plan with Company Match

Free Room Nights at Hyatt Hotels and Friend & Family Discounts

Paid Vacation, Paid Sick Days

Free Lunch Meals during shift

Tuition Reimbursement - $1000 per year

Qualifications

• At least 2 years of experience in a spa, hotel, resort, wellness, or comparable guest-service environment.
• Strong guest-service judgment and the ability to address concerns with warmth, professionalism, and discretion.
• Clear communication and organizational skills; able to coordinate multiple needs in a busy operation.
• Comfortable using booking, point-of-sale, scheduling, and standard workplace software, or able to learn the systems used by the resort.
• Able to work a flexible schedule that may include weekends, holidays, evenings, and peak resort periods.
• CPR/First Aid certification preferred, or willingness to obtain it if required by the resort.

Work environment and physical requirements

The supervisor regularly moves throughout the spa and may stand or walk for extended periods, bend or reach to inspect and prepare guest areas, and lift or carry supplies weighing up to 25 pounds, with or without reasonable accommodation.