Job details
Responsibilities
- Create and update Standard Operating Procedures (SOPs) for treatments, spa setup, and product storage.
- Ensure training documents are updated and therapists' training progress is tracked.
- Manage spa product inventory and prepare ordering quantities based on business needs.
- Update and maintain checklists for opening and closing procedures, ensuring they are followed.
- Support the achievement of spa sales targets by encouraging upselling and retail sales with guests.
- Monitor individual and team performance, and review data with the Spa Manager to ensure targets are met.
- Understand daily sales targets and work to meet or exceed revenue expectations.
- Lead by example with a positive attitude and professional appearance.
- Conduct training sessions for new hires and provide continuous learning opportunities for the team.
- Ensure that all therapists adhere to the service standards, quality protocols, and brand requirements.
- Organize and participate in brand-specific training sessions and other relevant training programs.
- Provide mentoring and support to therapists and address any performance or behavioral issues with guidance from management.
- Provide guests with professional and tailored spa treatments, ensuring all concerns are addressed promptly.
- Greet guests by name, escort them to appropriate areas, and ensure their needs are met with respect and professionalism.
- Maintain positive relationships with guests, accommodating special requests and ensuring VIP preferences are met.
- Ensure confidentiality and professionalism in all guest interactions.
- Maintain spa equipment and ensure it is in good working condition, reporting any issues to engineering.
- Ensure treatment rooms are kept clean and organized, scheduling deep cleans as needed.
- Enforce safety protocols and take immediate action in emergency situations to ensure guest and staff safety.
- Foster clear, positive communication within the team and with management.
- Ensure staff are informed about daily tasks, guest preferences, and updates.
- Attend leadership and departmental meetings to ensure alignment on goals and performance.
- Ensure all health and safety guidelines are followed, including fire and emergency procedures.
- Report hazards and incidents promptly, ensuring a safe environment for both staff and guests.
- Adhere to spa uniform and grooming standards, setting a strong example for the team.
- Stay updated on the latest industry trends, treatments, and products.
- Be flexible with working hours based on spa and business demands.
- Assist in other spa duties as required, ensuring smooth day-to-day operations.
Qualifications
- Proven experience as a spa therapist, with at least 2-3 years of experience in a leadership or supervisory role.
- Strong leadership, communication, and organizational skills.
- Excellent guest service skills and a passion for wellness.
- Ability to manage team performance and contribute to achieving sales and service targets.
- In-depth knowledge of spa treatments, equipment, and health & safety standards.
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