Assistant Spa Manager

At Hand & Stone, you work in a fast paced environment where you will champion customer service, ensure the smooth operation of the spa, create a supportive environment for the employees, and promote a sales culture. Your ability to effectively manage within a fast paced environment and guide the efforts of the team of spa associates in the delivery of spa services, sales of memberships, and the provision of an excellent client experience is integral to the success of the spa. Your leadership and support will ensure that every customer’s experience is seamless.

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The main focus of this position is to manage the front of the house of the spa, including the spa associate team. The position has customer service, training, employee management, maintenance, administration, and sales components.
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This position reports to the Spa Owner.
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You will lead by example:

• At reception, you will take phone calls and emails and set-up appointments. Using your strong computer skills, you will keep accurate records for the service team. As such, you will be scheduled for two shifts per week doing Spa Associate activities (ie. On the front desk, back operations, etc.)
• You will ring-out clients advising them of our membership, services and packages.
• You will also help maintain and prepare facilities and rooms for our customers, including laundry, washrooms and stocking supplies.
• You will lead to sell memberships and gift cards to exceed the sales quota and grow the overall active membership.

You will mentor and develop the Sales Associate team:

• You will update the sales and service standards and approach as needed and ensure they are being followed.
• Coach sales and service techniques using role playing as a form of training.
• Oversee the system training and ensure team members are proficient
• You will analyze reports to develop the team
• You will honestly and directly evaluate the performance of the SA team.
• Develop the Lead SA’s, enabling them to oversee to front desk in your absence. Develop the Lead SA team through effective delegation and oversight of tasks such as scheduling, inventory, EFT calls etc.
• Ensure the Lead SA individuals are fulfilling their duties of delegation and task management.
• Participate in the recruitment and on-boarding of new SA’s.
• To effectively manage the front desk, you will work at a minimum of one evening shifts per week and a minimum of one weekend shift per month.

You will Champion Customer Service:

• You will manage and resolve client issues in a timely and effective manner.
• You will analyze, report and give recommendations and develop strategies to improve the customer experience.
• You will immediately take ownership for any client issues as they arise, documenting and following through to their full resolution.
• You will continue monitor the Voice of the Customer survey results identifying trends and areas of concern and will proactively manager any customer concerns.
• Ensure the customer experience impact is considered when making all decisions and implementing new processes.

You will oversee an efficient spa operation:

• Oversee and manage the daily operation of the SA team.
• Assign tasks and development the ability with the SA team to proactively identify and resolve work items.
• Maintain job lists and schedules for quiet times.
• Ensure spa cleanliness is maintained
• Ensure client confidentiality is understood and maintained.
• Manage the SA schedule maintaining effective and efficient staffing levels.
• Ensure the spa is a warm, relaxed and inviting destination for our guests.
• Initiate and co-ordinate staff meetings as required.
• Maintain continual review of general spa inventory of front desk materials, service supplies, laundry supplies and retail product.
• Oversee the opening and closing responsibilities.

You will assist with assigned management administrative duties:

• Prepare Payroll & entry to payroll application
• Petty Cash Management
• In-store Marketing & Email Marketing
• Email Communication of weekly Available Appointments
• Produce & Manage Point-of-sale reports as required
• Other administrative duties as assigned

Key Skills

Passion for customer service.

Effective communication skills both oral and written

Working knowledge of sales

Ability to train, coach and motivate team members

HR and team management

Problem solving skills

Ability to multi-task and work in a fast paced environment.

Strong leadership attributes.

Familiar with appointment booking software

Advanced knowledge of MS Office Suite and using the Internet as a research tool.

Key Attributes and Behaviour

Leader – Sets the tone, builds culture and care about their people which make the team happy to follow and learn from you.

People Person – Loves spending time with people, wanting clients to have an unforgettable experience and co-workers to enjoy their work.

Driven – Always striving to improve.

Organized – Strong attention to detail, juggling multiple demands and timelines with ease.

Strong Communication – Regardless to medium, achieving clarity and adjusting your style to your audience.

Job Type: Full-time

Salary: $40,000.00-$45,000.00 per year

Benefits:

• Dental care
• Disability insurance
• Extended health care
• Life insurance
• Vision care

Schedule:

• Day shift
• Night shift
• Weekends as needed

Supplemental pay types:

• Bonus pay
• Commission pay

Experience:

• Spa Management: 1 year (preferred)
• Sales: 1 year (preferred)
• Assistant Management: 1 year (preferred)

Work Location: In person