Position: Spa Director
Report To: District Manager and/or Owner
GENERAL SUMMARY
The Spa Director is responsible for the overall operations of their location, the front desk and assisting the District Manager/Owner in team management and daily operations. This includes oversight of all appointments, client record keeping, point of sale transactions, gift card transactions, cash handling procedures, client service, team scheduling and ongoing team education.
CORE SCOPE OF POSITION
Adheres to H2T’s company and departmental policies and standard operating procedures, and applicable governmental laws and regulations.
Supervises effective daily operations including opening and closing procedures, facility inspections, linens and general facility maintenance.
Maintain location-specific management calendar to track machine maintenance, emergency supply bag maintenance and all other location-specific action items that must be done on a weekly or monthly basis.
Submit a weekly payroll report to Owner.
Oversee and assist with the weekly inventory tracking as well as ordering all needed supplies and products or communicating ordering needs to the Owner.
Works with the District Manager/Owner to ensure areas are clean, safe, and well maintained.
Trains and schedules the front desk team in accordance with H2T’s on-boarding protocols.
Coaches, mentors and guides the team to uphold standards of operations.
Provides excellent customer service and monitors client feedback and communicates this information to the District Manager/Owner.
Supervises and follows up on client requests and comments.
Creates and maintains services in Symplast and H2T’s computer systems.
Submits all paperwork and financial reporting to the District Manager/Owner.
Assists Marketing Manager and Owner with general marketing, public relations strategies and a calendar of events for your location.
Prepares incident or accident reports and forwards them to the District Manager/Owner.
Performs all other duties as assigned.
Leads by example and is a role model for the H2T team as well as supporting them in their day to day routines. Uses constructive criticism when reprimanding and always teaches, coaches, encourages and supports the H2T team with genuine care, compassion, patience and understanding.
Assist the District Manager/Owner in daily operations such as ordering spa supplies: retail, backbar, front desk, managing your location’s team, conducting ongoing training, inventory, invoicing, payroll, marketing, disciplinary actions, front desk, provider and client complaints. Additional duties may be added as H2T grows.
Responsible for ensuring coverage when a Front Desk and/or Provider calls out sick or is on vacation if the staff member is unable to find coverage for their own shift(s).
RESPONSIBILITIES
Maintain professional boundaries with clients and adhere to Privacy Policy/HIPAA compliance regarding clients’ personal and medical history.
Review all invoices/payments processed during shifts when you (Spa Director) were not on site and address errors as needed.
Uphold the standards of hygiene, sanitation, disinfection and sterilization as directed by law and H2T policies and procedures.
Attend monthly H2T team meetings, weekly Spa Director meetings and take part in ongoing spa trainings.
Responsible for knowing the schedule and checking Symplast for discrepancies and/or errors.
Delegate tasks as needed to front desk staff and/or providers.
Handle all clients’ inquiries and concerns in a polite, professional manner.
Arrive 15 minutes prior to the scheduled shift. Check in with the District Manager or Owner upon arrival to review the day.
At the end of each treatment, recommendations for future appointments and retail should be suggested. Educate the client about their spa experience and offer after care instructions and/or literature regarding discussed treatments for them to take home, if applicable.
Properly care for equipment, linens, bolsters, stools, products, supplies, etc.
Before leaving at the end of the shift, be sure to communicate any unresolved issues (non-emergent) that arose that day to the District Manager and Owner.
Assist in all areas of the spa and outside of the job description as requested by H2T management. Including, but not limited to, maintaining the overall look of the spa, restocking restrooms, refilling the water in the spa lounge, cleaning dirty glassware, sweeping the floor, dusting the shelves, reorganizing retail, etc.
Be a team player; assist in cleaning the team break room, cleaning the countertops, sweeping the floor, cleaning out the refrigerator, restocking supplies, etc. If you see something out of place or dirty, take the initiative to resolve it or delegate it.
Communicate immediately to the District Manager or Owner with any and all occurrences involving team or clients that require urgent attention. If it is non-urgent, you may send an email.
When calling in sick or needing time off, it is your responsibility to call or text the District Manager or Owner letting them know the reason you are calling off. A 4-hour or more notice is ideal for day-of and 2 weeks notice or more for vacations.
Maintain a constructive and positive attitude while in the workplace. Gossip and negative comments about H2T, the H2T team and/or clients will not be tolerated. Make this an enjoyable environment to work in, treat everyone with respect, dignity and compassion, both verbally, via email and/or text.
Actively support H2T, be open minded and grow with the spa as changes arise. Offer suggestions, feedback and input to enhance H2T and clients’ experience.
SUPERVISION
Assists District Manager and Owner in the supervision of employees and daily operations
Requires low-level supervision
KNOWLEDGE AND SKILLS
Effective leadership skills and a strong work ethic
Excellent customer service skills
Creative in marketing and promotion, sales oriented
Efficient, well organized, and able to handle a variety of duties simultaneously
Positive, energetic, enthusiastic and motivated
Professional manner, discretion and appearance
Excellent verbal and written skills
Strong team player