Assistant SPA Manager

7 months ago

Stellenbosch, South Africa Seasoned recruitment Full time

Assistant Spa Manager needed with at least 2 years experience in a similar role.

Please note this position is outside Stellenbosch so own transport is essential.

The Assistant Spa Manager as guided by the Spa Director will establish and maintain the standards of the Spa etiquette and service in all interactions with guests and staff. Responsible for overseeing daily aspects of all guest service areas including customer service, scheduling, amenities, and guest experience. Must work with yield management to meet minimum revenue goals, and cost of supplies for all service departments.

Train and manage guest service team members to be accountable for their actions and to be conversant in the business objectives.

Monitor operational activities and issues daily and shift by shift within the spa facilities.

The effective Assistant Spa Manager will resolve guest challenges with effective solutions and a bit of imagination, while being mindful of delivering consistent service.

Maintain current knowledge of all spa services, pricings, offerings, schedules, specials, and other services provided at the spa.

Set the example by using proper etiquette and professionalism at all times.

Look for every opportunity to suggest new and enhanced guest experiences, to encourage positive staff behavior, and to direct effectively.

Assist in developing and executing marketing initiatives.

Schedules may fluctuate and change at the sole determination of the Spa Director. Attendance at all scheduled meetings and trainings is required.

EDUCATION, SKILLS & EXPERIENCE
- Must have an Associates degree in Business or related field, or equivalent experience required. Bachelor degree preferred
- Minimum 1-2 years of managerial, sales, and customer service skills required, preferably in a spa, fitness, medical, hotel, or restaurant environment.
- Ability to perform mathematical calculations with speed and accuracy.
- Ability to respond to guest and employee concerns with urgency and professionalism.
- Ability to make rational business decisions, demonstrate analytical thinking, and acute problem solving.
- Communicate effectively and interact professionally with owners, guests, fellow managers, and teammates.
- Will have the ability to effectively and consistently develop and coach front line staff.
- Must understand the operational dynamic within all areas of the spa.

RESPONSIBILITIES & TASKS

Communicative
- Concierge duties, such as: answering the telephone, scheduling appointments, checking guests in/out.
- Answer any guest’s billing questions, provide reasonable solutions, and resolve disputes.
- Receive and respond to all guest concerns, comments, or complaints with discretion and urgency and make record in guest history files.
- Inquire as to the guest experience and level of satisfaction with treatments and services.
- Maintain continuous communication in regards to cleaning and maintenance requests.

Administrative
- Maintain knowledge of current trends in the spa industry, with a complete understanding of the latest treatment modalities, product lines, retail, and equipment.
- Supervise spa reservations to ensure maximum yield and labor efficiency.
- Oversee all incoming transactions for quality control.
- Provide to the Spa Director any data pertaining to the operation of the spa as requested.
- Evaluate complex situations and make decisions which result in positive outcomes for the company, the customer and the employees.
- Maintain, review and respond to daily communication log (WhatsApp.)
- Review all upcoming appointments and treatments.
- Update entire team with additions or changes to protocols and procedures.
- Attend all staff meetings, product and treatment education classes.
- Manage multiple projects with day-to-day operations
- Report and resolve any malfunctions in equipment and initiate repairs.
- Evaluate time keeping and transaction reports to accurately process payroll, correcting any transaction errors on employee payroll reports.
- Ensure that public and private areas are in impeccable physical condition and well maintained.
- Provide constructive feedback to staff to promote a positive work environment, conduct disciplinary procedures when necessary, ensuring all paperwork is completed on time and accurately.
- Maintain and record in the employee performance log.
- Create and implement company SOPs

Marketing
- Assist in developing annual marketing agendas.
- Provide administrative support to Marketing Department to ensure all spa promotions are up to date.
- Attend job fair and networking events to recruit staff and promote positive brand awareness.
- Create digital marketing campaigns
- Source and execute opportunities for cross promotions with other local businesses.
- Develop promotional material for local publications.
- Assist with managing the company’s digital presence on websites, blogs and social channels.

Fiscal Responsibilities
- Present and review retail and service performance numb

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