Job Description

Job Title: Assistant Spa Manager

Overview: We are looking for an experienced and dedicated Spa Manager to oversee all aspects of our spa operations. The Spa Manager will ensure the spa runs smoothly, adheres to established protocols, and maintains the highest standards of customer satisfaction. The ideal candidate will possess excellent leadership and organizational skills, be proactive in solving problems, and have a strong background in spa management.

Key Responsibilities:

Operational Oversight: Supervise daily spa operations to ensure seamless workflow and high-quality service delivery.
Inventory Management: Monitor, predict, and manage inventory levels of products, supplies, and equipment. Ensure timely reordering, and purchase inventory either online or in person when necessary to maintain stock levels.
Employee Management: Oversee staff scheduling, training, and performance evaluations. Foster a positive work environment through effective communication and team-building.
Recruitment and Onboarding: Assist in the hiring and onboarding process of new employees, including initial training and performance assessments.
Adherence to Protocols: Ensure all staff members adhere to company protocols, state regulations, and industry best practices.
Problem Solving: Address and resolve client complaints or issues promptly and professionally, and provide support to staff when challenges arise.
Client Relations: Handle interactions with angry or dissatisfied clients, ensuring that concerns are addressed professionally and constructively to maintain client trust and satisfaction.
Online Reviews: Respond to online reviews, both positive and negative, in a professional manner that reflects the spa’s commitment to client care and reputation management.
Financial Forecasting and Budgeting: Develop and manage the spa’s budget, track expenses, and forecast financial outcomes to maximize profitability.
Payroll Management: Oversee payroll processes, ensuring accuracy and timely payment of staff wages.
Customer Satisfaction: Maintain a high standard of customer service, ensuring that clients’ expectations are met or exceeded. Implement strategies to collect and act on client feedback.
Safety and Compliance: Ensure the work environment meets all health, safety, and legal standards. Regularly inspect equipment and facilities to ensure compliance.
Marketing and Promotion: Work closely with the marketing team to develop and execute promotional campaigns, loyalty programs, and special events.
Product and Service Knowledge: Stay updated on new spa products and services. Train staff on product knowledge and service techniques to ensure consistent client experiences.
Upselling and Cross-Selling: Implement strategies to boost sales through product upselling and cross-selling services.
Standard Operating Procedures (SOPs): Develop, review, and maintain comprehensive SOPs for spa operations, services, and client interactions.
Training and Development: Provide ongoing training for staff to ensure skill development, product knowledge, and adherence to service standards.
Client Records Management: Oversee accurate documentation and maintenance of client records, including service history and preferences.
Vendor Relations: Establish and maintain relationships with suppliers and negotiate contracts to ensure cost-effective procurement.
Facility Maintenance: Ensure the spa facility is clean, organized, and well-maintained. Coordinate with maintenance staff for repairs and upkeep.
Financial Reporting: Generate and present financial and operational reports to upper management.
Goal Setting and KPI Tracking: Set performance goals for staff and the spa as a whole, and track key performance indicators (KPIs) to monitor progress.
Technology Management: Ensure that spa management software is utilized effectively for scheduling, client management, and record-keeping.
Conflict Resolution: Mediate conflicts among employees and facilitate productive solutions.
Community Engagement: Represent the spa at local events and foster community partnerships to enhance the spa’s visibility.
Emergency Preparedness: Develop and implement emergency protocols for staff and client safety.
Environmental Sustainability: Promote eco-friendly practices within the spa, including waste reduction and the use of sustainable products.
Escalation Management: Recognize when issues or situations need to be escalated to upper management and ensure timely communication and reporting.

Qualifications:

Proven experience in a similar leadership role.
Strong leadership, organizational, and multitasking skills.
Excellent communication and interpersonal abilities.
Proficiency in financial management, including budgeting and payroll.
Familiarity with spa management software.
Knowledge of health, safety, and legal regulations within the spa industry.
Certification in spa management or related field preferred.
Background in esthetics, cosmetology, or related services a plus.

Skills and Competencies:

Leadership: Ability to lead, motivate, and manage a team effectively.
Customer Focus: Dedication to providing outstanding client service.
Problem Solving: Quick thinking and effective decision-making capabilities.
Financial Acumen: Understanding of budgeting, forecasting, and financial reporting.
Attention to Detail: High level of accuracy in operations and documentation.
Adaptability: Ability to respond effectively to changing situations and demands.

Compensation and Benefits: