JOB DESCRIPTION

SECTION ONE
JOB OUTLINE

Job Title Dept

Health Club Supervisor Health Club
Division Job Code Job Grade
Rooms Level 4
Reports To
Health Club Manager and Director of Spa and Recreation.
Supervises
Lifeguards / HC Attendants, HC Attendants, Fitness Instructor and Pool Attendants.
Other Relationship
HC Receptionists, Spa Therapists / Attendants and all relevant Hotel Departments.

Approved by : Date :

Position : Signature : ________________

Updated by : Date :

Staff Name :

Commencement Date : Signature : ________________

No. of Pages : 11 pages

1
 SECTION TWO
KEY AREAS

Title : Health Club Supervisor

Division/Department : Rooms / Health Club

Job Summary/Purpose : Responsible for the day to day safety & operation of the
following on swimming pools, pool deck areas, tennis &
squash courts, spa areas, gymnasium, movement studio,
indoor and outdoor locker rooms and to assist in all aspects of
the Health Club Department. Supervisor to ensure all
activities conducted are well organized and conducted safely.

Core Competencies:
1. Customer Loyalty
2. Employee Loyalty
3. Leadership
4. Process Improvement
5. Technology
Safety & Security
Administration

2
 SECTION THREE
RESPONSIBILITIES
Responsibilities Activities
1. Customer Loyalty

a. Guest Recognition
Ensure strong guest recognition within  Guide the Associates in identifying
the department. return guest and VIPs.

b. Customer Delight and Retention

Ensure a high level of customer delight
within the department.
Ensure a high level of guest recovery
from guest complaints.
To walk the talk and be a role model in
delighting our customer.
Recognize team members for outstanding
delivery of customer delight.
Be visible and accessible to the guest and
follow through.
Effective utilization of guest profiles and
consistent delivery of guest preferences.
Maintain strong relationship and goodwill
with regular guests and local patrons.
Practice and promote effective and timely
recovery of guest complaint situations.

c. Value for Money Be consistent in our delivery of service.

Ensure we meet customer expectation
on money spent.
Always meet and exceed customer
expectation.
Ensure all published activities are run.
Observe and highlight service areas, which
can be improved to maximize guest
values for money.

Service Standards Review SLIM minimum requirements in

Ensure compliance to SLIM minimum
requirements and service standards.
the Health Club areas on a daily basis.
Ensures set standards are maintained and
delivered.
 Communicate set standards of service to
team.

3
 SECTION THREE
RESPONSIBILITIES
Responsibilities Activities

e. Marketing Focus
Actively promote marketing programs Help in ensuring all member’s benefits are
designed to enhance member run within the year.
loyalty.

2. Employee Loyalty

a. Recruitment
Hire the best individual based on market Assist in interview and recruitment
condition. throughout the year for the section.

Employee Training and Development

Maximize the potential of the employee
through training programs for the
department.
c. Performance Appraisal
Maintain a high performance
environment within the department.
Assist in implementing and manage
structured training programs for the
section.
Assist and support HR Training Manager in
his duties.
Communicate training based on sectional
needs to the Health Club Manager.
Review employee performance on a fair and
objective basis with the Health Club
Manager.
Provide honest feedback at all times.
Take appropriate actions within a set time
limit to improve staff performance.

d. Work Environment
Create a positive and relaxed working Create a fun work place.
environment Safeguard positive environment from
negative influences.
Promote and develop teamwork.
Praise team members in public and discuss
individual problems privately.

4
 SECTION THREE
RESPONSIBILITIES
Responsibilities
Communication
Ensure open and timely communication
throughout the department.
3. Leadership
Commitment and Alignment
Build a high level of commitment,
which is integrated throughout each
level of the department.
b. Quality Assurance
Set and maintain SLIM and Hotel
service standards.
c. Innovation
Instill creative entrepreneur mind set
within the department.
d. Ethics and Integrity
Ensure the values of the Guiding
Principles and Shangri-La Care are
apparent within the department.
5
Activities
Utilize all communication tools available to
disseminate information in a timely
manner.
Assist in developing strong communication
channels among team members.
Ensure integrity and confidentiality of
information at all times.
Support and encourage empowerment.
Provide direction, which is aligned with
departmental and Health Club objectives.
Conduct daily follow up to ensure standards
of quality and service are in place.
Take appropriate action to correct any
deficiencies.
Encourage employees to provide innovative
ideas.
Support and follow through with
implementation of new ideas.
Practice the Guiding Principles.
Communicate values to team regularly.
 SECTION THREE
RESPONSIBILITIES
Responsibilities
Coaching and Counseling
 Provides an open and supportive
environment to improve employee
performance.
Motivation
Create a highly motivated and
enthusiastic work force.
Role Model
Be a positive role model for the team.
h. Rewards and Recognition
Maintain an environment that rewards
and recognizes employees for
service excellence.
Process Improvement
a. Customer Friendly Process
 Constantly review the current
procedures and practices to ensure a Challenge all to review and improve
high level of customer and owner
satisfaction.
Activities
 Utilize every interaction with team as an
opportunity to coach and improve
performance.
 Effectively listen and assist staff with
problems.
 Display a positive and passionate
attitude towards the accomplishment of
department goals and achievements.
 Encourage open communication
channels amongst team.
 Motivate employees at all times.
Earn a level of trust and respect throughout
the organization through hard work and
dedication.
 Take every opportunity to recognize
and reward staff for service excellence.
 Praise publicly.
existing procedures and practices.
Maintain a high level of productivity.
6
 SECTION THREE
RESPONSIBILITIES
Responsibilities Activities

5. Technology

a. Technology awareness  Ensures employees are aware and well

trained on all available automation.
 Be a competent user of available
equipment and automation tools used
within the section.
 Maximize staff productivity and yield
higher profit.

b. Training  Facilitate training programs that deliver

a high degree of awareness on customer
safety and security.

6. Safety and Security

Training  Assist Departmental and Human

Resources Trainer to ensure attendance
at training sessions.
b. Procedures and Compliance Constantly review and update safety
procedures.
Never compromise safety.
Ensure the highest level of safety and
7. Administration security to all external and internal
customers.
a. Meeting attendance
Maintain a high level of visibility and Conduct a daily briefing with employees.
participation.

b. Budget and forecast Assist the Health Club Manager in budget

preparation.
Assist in communicating budgetary goals
and objectives to entire team.

7
 SECTION FOUR
JOB DUTIES
Responsibilities Activities

Areas of Responsibility  Responsible for the following on levels 4 and 42:

swimming pools, pool deck areas, tennis & squash
courts, spa wet areas, gymnasium, movement studio
indoor and outdoor locker rooms and to assist in all
aspects of the Health Club Department.

Lifeguard Supervision  Ensure as the highest priority, the safety and security
of our guests and members. To be attentive to all
actions of the guests in the areas of responsibility and
ensure the rules and regulations of the area are being
followed.

Ensure the Injury & Accident and Emergency & Rescue

Procedures are being practiced by the Employees and
enforced in all areas.

Ensure there is a qualified lifeguard present at the pool

area at all times. The pool is never to be left
unattended at any time during operating hours.

Pool Supervision Ensure the Pool Counter is manned at all times and that
the guests are provided with pool towels and locker
keys.

Ensure the guests using tennis facilities are provided with

equipment, dry and cold towels, instruction and hitting
partner if necessary.

 To ensure the guests are greeted properly and treated

with the highest standard of service.

 Ensure the Associates are willing and able to supply

our guests with the proper amenities according to
policy and any information requested in regards to the
Health Club or Hotel.

8
 SECTION FOUR
JOB DUTIES

Responsibilities Activities

Chemical Control and  Ensure any noticeable variation with regards to the
Temperature chemical control or clarity of the pool water is
reported immediately to the Health Club Manager and
the Engineering Department.

 Ensure the temperature of the Jacuzzi and Swimming

Pools and Spa areas remains consistent and set at the
correct temperature.

Cleaning Areas  Responsible for organization and cleaning of the areas

of responsibility as per the policy and procedure.

 Responsible to update the Cleaning and Maintenance

Checklist for the areas of responsibility and turn it into
the Health Club Manager on a weekly basis.

Reports  Report with regards to usage of equipment, towel and

linen usage and disposal, usage of facilities, activities,
classes, personal training and cleanliness and
maintenance issues to be submitted on a monthly basis
to the Health Club Manager.

Activities Lessons and  Responsible to organize and oversee all guest and
Classes member activities, lessons and classes.
 Responsible to liaise with outside activity instructors
to ensure the contract, quality and timeliness of the
classes are being strictly adhered to.
 Responsible to conduct enjoyable activities and
teambuilding for our guests and ensure timeliness.
 Coordinate with other departments for special events
and functions in the Health Club Areas.

HC Attendant Supervision  To ensure the general duties of the Health Club

Attendants and supply of linen and amenities to all
areas.
 To ensure the general cleanliness of areas.
 To ensure the attendants are properly trained in order
to answer guest questions with regards to the Health
9
 Club facilities.

10
 SECTION FOUR
JOB DUTIES
Responsibilities Activities

General Duties  Ensure the proper maintenance of all equipment at the

Health Club, Pool Deck Areas and Beach Areas.

Care of the equipment  Ensure timely reporting and repair of malfunction or

maintenance deficiencies to the appropriate area.

Training & Employee Attend scheduled training courses.

Activities
 Participate actively in company-initiated employee
activities.

Communication  Conduct daily briefings with staff in areas of

concern.

 Maintain good relationships with employees and

contribute to team spirit.

 Cooperate and coordinate with all areas of the

Health Club and other departments when
necessary.

 Adhere to and be a role model to the Associates

with regards to the specified hygiene and personal
appearance standards of the Hotel.

Grooming & Hygiene  Be a role model for set attendance and

timekeeping schedules.

Attendance  Adhere to the provisions outlined in the Employee

Handbook, Disciplinary Code and Rules and
Regulations.

Company Policies &  Responsible to complete in a timely manner any

Procedures duties assigned by the Health Club Manager.

The above areas, responsibilities and activities reflect the items considered necessary to
describe the principal functions of the job identified and shall not be construed as detailed
description of all the work requirements that may be inherent in the job.

11
 SECTION SIX
PERSON SPECIFICATION
CHARACTERISTICS ESSENTIAL DESIRABLE
REQUIRED
PHYSICAL
Height/build, Age, Sex, Neat appearance  Twenties to thirties
Presentation, Speech, Health Good Health

LANGUAGES
Fluent English verbal and Knowledge of foreign
written skills languages

QUALIFICATIONS /
TRAINING Lifeguard Certificate Certificate in any leisure /
CPR Certified recreation / sports field

WORK EXPERIENCE
 Supervisor experience in  2 year at an International
Health Clubs and class hotel as Health Club
Recreation. Supervisor.

DISPOSITION
Leadership, relationships, Customer oriented  Sense of humor
character, potential Motivated  Self confident
Enthusiastic  Outgoing
Flexible
Goal oriented
Takes initiative
Dedicated

OTHERS
Ability to work long hours.
Computer skills

12