Spa Hospitality Operations Manager
3 weeks ago
Are you ready for a challenging role in the spa industry?
Career Custodians is currently seeking a Guest Relations Officer / Lead receptionist to take responsibility for overseeing the front desk operations.
Main Duties and Responsibilities:
- Taking full ownership of the reception and retail area, ensuring seamless customer experience and efficient administration of the facility.
- Yield management, optimizing room and therapist efficiency and profitability through effective scheduling and resource allocation.
- Scheduling workloads, supervising tasks, and monitoring team performance to achieve business objectives.
- Managing relationships with professional platform partners across all facilities.
- Maintaining accurate records on ESP, including database management and reporting.
- Fostering an exceptional customer experience through personalized service and attention to detail.
- Responding to customer inquiries, resolving issues promptly, and communicating effectively with management.
- Monitoring online reviews and maintaining a positive reputation by addressing customer concerns in a timely manner.
- Confirming bookings, processing payments, and ensuring seamless transactions.
- Nurturing long-term client relationships and promoting special offers to enhance loyalty and sales.
- Financial management: conducting daily cash-ups, generating reports (daily, monthly), and maintaining control over expenses and revenue.
- Overseeing the front desk budget, implementing cost-saving measures, and ensuring effective inventory management.
Requirements:
- Matriculation Certificate
- Business Administration qualification or relevant experience in spa administration
- Proficiency in ESP Software (Essential)
- A minimum of 2 years' experience in the wellness industry
- At least 2 years' experience in reception/sales roles
- Prior leadership experience
- Strong computer literacy, particularly in Excel
- Experience with Opera Software is advantageous
- Ability to work flexible shifts as required
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