Front Desk Supervisor - Upper East Side Front Desk · AIRE Ancient Baths New York, Upper East Side

AIRE Ancient Baths Copenhagen; New York (NY); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player in wellness and relaxation seeks a Front Desk Supervisor to lead a dynamic team in providing exceptional service to a high-end clientele. This role involves managing client experiences, overseeing team operations, and ensuring a warm and welcoming atmosphere. With a strong focus on team collaboration and continuous improvement, you will play a pivotal role in enhancing client satisfaction and operational efficiency. If you are customer-oriented, have excellent interpersonal skills, and thrive in a fast-paced environment, this opportunity is perfect for you to make a significant impact in a luxurious setting.

Qualifications

• 2+ years experience in a Front Desk role and 1+ year in Team Management.
• Advanced English proficiency required.

Responsibilities

• Supervise front desk team and ensure a premier client experience.
• Manage group and VIP bookings while adhering to protocols.
• Provide feedback and support for team development.

Skills

Customer Service

Team Management

Conflict Management

Interpersonal Skills

Flexibility

Education

Degree in Tourism

Degree in Hospitality/Business Administration

Job description

About Us:

AIRE Ancient Baths are temples dedicated to the creation of the ultimate relaxation experience, where time does not exist. Inspired by the tradition of baths from ancient Roman, Greek and Ottoman civilizations, the AIRE Experience always takes place in restored historical buildings in the center of globally acclaimed cities.

At AIRE we are proud to have an international presence with 9 established centers: Tribeca, Upper East Side, Chicago, London, Copenhagen, Barcelona, Sevilla, Almeria, and Vallromanes. We are already looking into the future and moving onwards, with our soon-to-be-opened Toronto-2025 facility.

We are even prouder of the caring, inclusive, and familiar work environment we have created for all our employees.

Upper East Side Location:

Located among the high-rise blocks of the Upper East Side of The City That Never Sleeps, a forgotten building that used to be MOMA's art warehouse renovates itself to become an AIRE location with over 9,600 square feet. The old walls breathe the creativity from the thousands of pieces of art that once lived in its interior, through which now flows absolute relaxation, thanks to the baths at different temperatures and the six double massage rooms. The historic construction is also a residential building, making it the perfect opportunity to have relaxation at your fingertips.

The Role:

As a Front Desk Supervisor, you will support the front desk team and provide premier quality service to guests. The successful candidate will be an energetic team player who has a passion for engaging and assisting high-end clientele.

Key Responsibilities:

Client experience

• Supervise and ensure a suitable environment and atmosphere within the team, following AIRE's guidelines and style book, while ensuring all elements are in place and functioning properly.
• Evaluate team compliance with established protocols and standards.
• Identify and resolve incidents or special situations that may impact the client experience.
• Identify areas for improvement in the client experience, propose solutions to management, and implement changes where appropriate.
• Ensure clients receive a warm welcome at the reception area, providing support throughout the check-in process and addressing any questions or concerns.
• Greet clients during check-out, express genuine interest in their experience and well-being, and collect feedback to share with management and other departments.
• Provide clients with clear information on upgrades, gift boxes, services, and other products available at the front desk.
• Demonstrate expertise in explaining various treatments, including their duration, benefits, and associated products.
• Assign the appropriate wristbands to each client based on their selected treatment.

Management

• Provide support in managing group and VIP bookings, ensuring proper shift organization while adhering to AIRE's policies and protocols.
• Facilitate communication with the organization's Contact Centre to ensure coordination and alignment between teams.
• Ensure the team conducts daily briefings with other operational departments, covering key aspects such as VIP clients, maintenance issues affecting operations, group bookings, and other relevant details.
• Oversee department inventory management.
• Handle the sale and collection of various products marketed at the reception area.
• Prepare and submit weekly and daily reports on incidents, improvements, and significant events to management.

People Management

• Provide individualized feedback and support to team members regarding their performance, recommending training and improvement measures, including one-on-one meetings when needed.
• Support the manager in recruitment, training, and team development efforts.
• Foster a positive team environment that encourages collaboration, respect, and continuous improvement of AIRE standards.
• Assist in planning and supervising the team’s daily tasks under the manager’s guidance.
• Collaborate with the manager to coordinate employee rotations, including work shifts, holidays, and night shifts, ensuring a supportive work environment.

Who You Are:

• Minimum experience of 2 years in a Front Desk agent job, required.
• Degree in Tourism, Hospitality/ Business Admin, preferred.
• Minimum experience of 1 year in Team Management, required.
• Experience in sectors such as Hospitality, Wellness, required.
• You have an advanced level of English.
• You are completely customer-oriented and have excellent interpersonal skills.
• You have good conflict management skills, you are assertive and cooperative.
• Flexible and able to work nights, holidays, and weekends.