SPA Operations Manager. Full Job Description.
Company Overview
Boutique Spa is targeted for delivering the world’s top modern nails and facials – highly effective treatments that are able to elevate our customers’ appearance and also their overall state of mind. We’re a well established and highly demanded New York City pioneer nail spa that brings its clients one of a kind experience, unique long-lasting mani/pedis, that serves more than 12,000 customers a year.
Job Summary
Our Boutique Spa is recruiting for a SPA Operations Manager to help lead an urban day spa experience. As a member of the spa leadership team, the SPA Operations Manager, will work closely with the President/Founder in driving top-line revenue and financial performance, building client relations, managing & training employees, coaching talent, and securing spa membership retention.
Responsibilities and Duties:
1. Operations:
● Provide premier quality service to our spa guests, generate revenue by leading the spa employees and spa attendant teams, and to maintain a consistent flow of general spa operations.
● Oversee operations of business's telecom, computer, and other systems
● Function as business management POS software guru (Zenoti or similar), Ensure client satisfaction with all services & products, Manage communication at SPA, including regular staff meetings
● Ensure optimized staff scheduling & productivity. Ensure the Spa Receptionists and
Facilitator teams are completing their opening/closing duties
● Assign weekly and monthly tasks to Spa Receptionist and Facilitator teams and ensure they are complete. Responsible for driving retail sales amongst the Spa Receptionist team
● Follow SPA Hand Book, Code of Conduct and SOP. Assist with handling all staff’s misconduct and/or irresponsibility
● Establish and institute security & loss prevention procedures
● Ensure cleanliness is maintained on a day to day basis, Monitor usage and flow of laundry & linens
● Assist with receiving, restocking and merchandising of retail products
● Attend all Spa staff meetings
● Required to work 20 hours a week at front desk and one day of the weekend
2. Education & Training:
● Creates and presents training programs and educational calendar, Create training process for new nail hires in nail protocols, Create training process for new esthetic hires in our specific facial protocols
● Develop product knowledge training process for our retail product lines, working with suppliers as needed, Client relationship training
● Arrange secret shopper every 2 months
3. Sales & Marketing
● Reach Monthly Goals for Sales: Services, Packages, Gift Cards, ProductsConceptualize seasonal marketing campaigns. Constantly evaluate menu, pricing and offerings and create new options as needed
● Interact with press, Represent Business to the community
● Maximize the sales potential of retail products. Meet with technicians and review performance on a monthly basis
● Respond to customer comments on google, direct messages on Social media daily, and resolve customer service issues as needed on site.
4. Quality Control & Leadership. HR
● Monitor daily activities and ensure smooth operation of the business, Provide ongoing staff motivation, team development and high standards of service
● Respond immediately to any clients who experience a service anomaly and resolve asap
● Ensure treatment quality controls, including service protocols, cleanliness and product usage, are followed, Implement and follow standard operating procedures
● Provide an inspiring example of good citizenship in the workplace and constantly build and enhance goodwill of the company
● Oversee employee recruitment and ensure consistent interview schedule, Establish and follow interview template and protocols for technical and support staff, Oversee review and appraisal of employee performance
● Responsible for creation/approval of staff schedules, Participate in employee selection process
● Create and manage company orientation and training for new staff members
● Resolve staff issues, respond to facility needs to secure a seamless guest experience.
5. Finance
● Regularly review financial performance - biweekly and monthly
● Analyze data to highlight trends & opportunities
● Regularly analyze compensation, payroll, commission costs
6. Inventory Management
● Merchandising and visual displays for retail, Maintain proper inventory levels for professional & retail products
● Oversee placement of all product & supply orders for professional and retail
● Develop effective inventory management protocols, Entering and updating product inventory in Zenoti
● Run biweekly Inventory audits.
Qualifications and Skills. Required Abilities
● Education High School diploma required; college degree desired.
● Minimum one year supervisory experience in a luxury level customer service focused spa environment.
● One year of experience working with Zenoti or similar POS software.
● Candidates are required to work varying schedules to reflect the business needs of the spa, including certain weekends and holidays.
● Efficient, well organized, and able to handle a variety of duties simultaneously.
● Creative in marketing and promotions and sales oriented.
Technical or Administrative Knowledge
● Computer literate with good keyboarding skills, able to check and respond to emails.
● Excellent listening and verbal skills, effective communicator, able to write legibly.
● Conduct meetings with the President every week.
Behavioral Competencies
● Demonstrates sound decision-making ability for the best needs of the business, comes up with simple solutions to complex problems.
● Ensures all employees have the proper supplies, equipment and uniforms. Supports a
Spa orientation program for employees to receive the appropriate new hire training to successfully perform their job. Maintain highest standards in Sanitary standard and customers health safety
● Able to build trust by interacting with others in a way that gives them confidence in one's intentions and those of the organization.
● Thinks strategically and reaches KPIs, not numbers of hours.
● Contributes to operational achievements, and challenges the norm to improve on processes.
● Abreast on all the latest trends in spa/beauty/wellness.
● Motivated and curious, volunteers for new challenges without waiting to be asked.
Comfortable managing your time and can be counted on to successfully reach goals.
● Manages supplies and equipment inventories within budget.
● Maintains cleanliness of spa and related areas and equipment.
● Solicits employee feedback, utilizing an “open door” policy and reviewing employee satisfaction results to identify and address employee problems or concerns.
Ensuring and Delivering Exceptional Customer Service
● Sets a positive example for guest relations, ensuring clients receive luxury experience
● Interacts with guests (calls) to obtain feedback on product quality and service levels.
● Handles guest problems and complaints.
● Empowers employees to provide excellent customer service.
● Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
● Strives to improve service performance.
Job Types: Full-time, Contract
Pay: $55,000.00 - $75,000.00 per year
Benefits:
- Employee discount
- Health insurance
- Paid time off
Experience level:
- 1 year
- 2 years
- 3 years
- 4 years
Shift:
- Day shift
- Evening shift
- Morning shift
Weekly day range:
- Monday to Friday
- Rotating weekends
- Weekends as needed
Ability to Relocate:
- New York, NY: Relocate before starting work (Required)
Work Location: In person