Description:
This description documents the general nature and level of work. As business needs change, so will the elements of this job, requiring the incumbent to be adaptable and to perform other duties as required.
Why choose Ojo Santa Fe Spa Resort? We're not just your average resort. Our luxurious and tranquil retreat offers a range of accommodations, including spacious rooms, suites, and casitas. Our resort is renowned for its spring-fed waters, known for their respite and healing properties, providing a unique wellness experience for our guests.
What sets us apart?
It's our dedication to quality, innovation, and teamwork. We provide competitive compensation and foster a positive work environment.
Embrace the opportunity to contribute to a workplace that cherishes authenticity, diversity, excellence, gratitude, happiness, integrity, mindfulness, respect, and teamwork.
Join us in fulfilling our mission of providing genuinely gracious hospitality while stewarding and sharing sacred springs. Ojo Spa Resorts awaits your expertise and passion.
SUMMARY:
The Springs Ambassador Supervisor leads the Springs Ambassador team in providing exceptional guest experiences while ensuring resort security and safety for both guests and employees. This role involves team supervision, training, and operational oversight, with a focus on gracious hospitality, loss prevention, and emergency response. The Supervisor also acts as a Resort Ambassador, enhancing the guest experience by offering assistance and upholding service standards.
This position requires strong leadership, communication, and problem-solving skills, as well as the ability to handle security concerns, guest interactions, and crisis situations effectively.
Assists any customer on premises needing directions and/or information. Guards, patrols, or monitor premises to ensure the safety, lost prevention, and security of guests and employees, and to deter and address instances of theft, vandalism and violence, or rule infractions. Responds to alarms, seeks guidance from management (if time allows), takes appropriate actions based on situation, facts known, management directions and position limitations. Follows established guidelines and company emergency response plans. Prepares written reports of daily activities and performance feedback to staff.
The incumbent is responsible for modeling and acting in accordance with Ojo Caliente Holdings, Inc. (OCHI) Core Values; Accountability, Authenticity, Diversity, Excellence, Gratitude, Happiness, Integrity, Mindfulness, Respect and Teamwork.
ESSENTIAL JOB FUNCTIONS / RESPONSIBILITIES:
Department Supervision
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Leads, schedules, and supervises the Springs Ambassador team, ensuring smooth daily operations and appropriate coverage.
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Provides performance feedback (both verbal and written) and manages team member development.
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Collaborates with department managers and supervisors to enhance the guest experience.
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Develops, implements, and enforces safety, security, and loss prevention protocols for daily operations, events, and resort activities.
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Ensures presence of Springs Ambassadors in public areas, soaking areas, etc.
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Identifies opportunities for improvement in security and risk management, including emergency preparedness and accident prevention.
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Reports security concerns and loss prevention issues to resort leadership.
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Prepares daily reports, incident reports, and official reports for police, sheriff, or insurance (after management review).
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Assists the General Manager or Assistant General Manager in developing crisis management protocols and response teams.
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Manages crises that occur on shift and provides direction during off-duty hours as needed.
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Conducts incident investigations as directed by management, utilizing security cameras as authorized.
Ambassador & Security Duties
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Serves as a Resort Ambassador, ensuring a welcoming environment for guests and employees.
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Conducts patrols of resort property, monitoring parking lots, buildings, and public areas.
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Maintains visible presence to deter misconduct and reassure guests.
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Responds to guest and employee needs, providing directions and assistance.
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Directs and manages guest and employee parking during busy periods.
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Monitors posted speed limits and ensures traffic safety on the property.
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Investigates and reports suspicious activities or disturbances.
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Assists in responding to guest incidents, injuries, and disruptions as needed.
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Coordinates with local authorities during investigations, following management directives.
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Responds to emergency situations, including medical incidents, disturbances, or security threats.
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Calls law enforcement or emergency personnel when necessary.
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Assists in employee relations matters, such as terminations, as directed by the General Manager, Assistant General Manager or HR Representative.
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Consistently demonstrates Ojo Spa Resorts’ Mission Statement and Core Values.
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Carries and monitors radio or phone communications for security assistance requests.
Requirements:
QUALIFICATIONS:
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Must be at least 21 years of age.
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Current CPR, First Aid, and AED certification (or ability to obtain).
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Valid driver's license.
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Minimum 2 years of supervisory experience, preferably in customer service or security.
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Strong leadership, team building, and relationship management skills.
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Excellent verbal and written communication skills.
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Ability to handle confidential information with discretion.
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Punctuality and reliability are essential.
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Military or law enforcement experience preferred.
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Knowledge of self-defense is a plus.
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Knowledge of surveillance systems, security protocols, and emergency response procedures.
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Strong judgment and decision-making skills with a sense of urgency.
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Strong sense of honesty, integrity, and above-average physical strength.
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Excellent observational skills and attention to detail.
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Sound judgment and decision-making abilities.
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Ability to remain calm and professional in high-pressure situations and respond effectively to crises.
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Flexible availability, including days, nights, weekends, and holidays.
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Physical Requirements: Ability to stand for extended periods, sit, reach, bend, kneel, stoop, climb, and push/pull/lift items weighing 50 pounds or more.
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This role requires the ability to perform tasks requiring manual dexterity, auditory focus, and visual attention.
This job summary is not intended to be all-inclusive. The employee may be requested to perform other reasonable related duties as assigned by their supervisor or management
Due to the natural environment at Ojo Spa Resorts, all staff must be comfortable outdoors performing physical activities, and be able to navigate uneven ground, diverse terrain, multiple stairs, and be prepared to work in unpredictable weather conditions.
