Manager of Operations

Coral Gables, FL

Full Time

Manager/Supervisor

Position Summary
OneSpaWorld is a worldwide provider and innovator in the fields of wellness, beauty, rejuvenation, and transformation at sea on cruise ships and on land at resorts. The company is dedicated to maintaining the highest quality standards and service delivery and is continually evolving to include all aspects of health and beauty while focusing on new advances within the wellness industry.
Primary functions include, but are not limited to: (1) Providing outstanding service excellence, (2) assisting Spa Director in the generation and enhancement of revenue and (3) establishing and maintaining smooth and consistent flow of general spa operations. (4) Retail store inventory, management and training.
Essential Duties and Responsibilities
Operations Manager Responsibilities:

Ensure smooth and consistent spa operations to include such strategies as:
Training programs for all employees.
Consistent administration of policies and procedures.
Accurate rotation and staffing levels.
Assist Spa Director with establishing daily and weekly goals to meet budget for their spa. The following targets will be in place 100% of the time:
Weekly revenue goal for spa as a whole.
Daily goal of services and retail for every provider to cumulatively meet or exceed overall spa budget.
Provide overall direction and supervision of Lead Concierge, Lead Esthetician, Lead Massage Therapist and Lead Nail Technician to ensure their teams achieve world class service standards with every guest.
Handle concierge, host and salon employee disputes or concerns, as needed.
Manage, lead and mentor the team to increase sales, streamline efficiencies and provide outstanding guest service with every guest.
Working closely with Concierge staff to optimize revenue, upgrades, training, and managing front desk operations.
Will be responsible for front desk operations to include answering the phones, handling service excellence issues and or overall front desk activity.
Ensure One Spa World Spa employees meet One Spa World Standards in terms of quality of service, brand knowledge, attitude appearance and enthusiasm.
Conduct personal walk-through of all areas of operation within established guidelines.
Responsible for being Manager on Duty as assigned which will include openings and/or closings shifts.
Responsible for ensuring all operational and salon staff well trained on job responsibilities and are provided with are given tools to succeed in their jobs. All new hires must be trained in all protocols and procedures to ensure they meet One Spa World standards.
Achieve top and bottom line budgeted financial revenue goals.
Ensure overall spa retail sales-to-service revenue is achieved as budgeted.
Analyze sales figures and forecast future sales volumes to maximize profits. Monitor Retail Concierge sales goals daily, weekly, and monthly. Communicate current promotions and create sales incentives for staff.
Monitor inventory and weekly/daily counts. Order Retail, Pro and Supplies on scheduled dates as listed by Corporate to ensure proper stock level on the retail floor.
Perform inventory of retail and professional supplies as required by corporate.
Manage and responsible for adhering to inventory process to include monitoring incoming deliveries.

Ensure all spa operational procedures are followed so that the spa runs with maximum efficiency and minimal shrinkage or waste.

Manage on site or offsite events and develop local contacts and schedule events to grow spa data base and spa local awareness; be the on site contact when event happening
Assist hotel sales department and others in group booking.
Communicate regularly with Spa Director regarding, but not limited to, conclusion of all projects, sales updates, project updates, selling stars, training information, and visual needs.
Conduct monthly product training with sales staff; create and maintain file of product information that can be distributed to selling staff as needed.
Manage and motivate team to increase sales and ensure efficiency. Support the training and the development of spa associates, concentrating on service excellence.
Respond to guest complaints and comments in a timely manner, with-in the 48 hours standard response time and with minimal loss of revenue.
Ensure standards for quality service excellence, health and safety policies are met. Monitor providers performance (ensure providers are on schedule, proper guest interaction, informing pricing of upgrades, promoting upgrades and guest lifestyle programs).
Maintain clean and organized equipment and facilities by following hourly checklists for hosts and housekeepers.
Monitor cleaning crew and ensure laundry is managed per standard operating procedure.
Prepare weekly staff schedule for concierges, spa hosts and salon staff. Maintain clean and organized equipment and facilities by following hourly checklists for hosts and housekeepers.
Monitor cleaning crew and ensure laundry is managed per standard operating procedure.
Prepare weekly staff schedule for concierges, spa hosts and salon staff.
Monitor schedule requests to ensure proper coverage, monitor hours within budget, control overtime.
Conduct on boarding and Training of new Concierge.
Lead, coach, communicate and correct Concierge in consistently delivering brand standards in service excellence (paying close attention to verbiage, body language, and non-verbal communication), current promotions, etc.
Educate FD in all hotel and spa promotions, packages, groups and VIP’s.
Reinforce retail Training for FD staff and Technicians and reinforce closing of tech sale.
Report all absences and lateness of staff (fill out absence report form) and ensure staff are wearing proper uniforms and following dress code.
Monitor schedule requests to ensure proper coverage, monitor hours within budget, control overtime.
Conduct on boarding and Training of new Concierge.
Lead, coach, communicate and correct Concierge in consistently delivering brand standards in service excellence (paying close attention to verbiage, body language, and non-verbal communication), current promotions, etc.
Educate FD in all hotel and spa promotions, packages, groups and VIP’s.
Reinforce retail Training for FD staff and Technicians and reinforce closing of tech sale.
Report all absences and lateness of staff (fill out absence report form) and ensure staff are wearing proper uniforms and following dress code.
Other duties as assigned.

Staff Management:

Overall goal is to develop, motivate and lead staff members to achieve their best by providing leadership and specific performance goals and expectations.

Manage all personnel under supervision including staff development, training, counseling, disciplining and evaluating
Assist with recruitment, new hires and trains all spa staff.
Manage performance appraisal process for staff and conducts staff reviews on 90 days, mid-year and year end.
Maintain satisfactory performance standards among all levels of supervised employees.
Train new management staff on standards procedures, booking procedures, service excellence problem resolution techniques.
Emphasis on excellent communication to spa staff (and other applicable departments) via meetings, staff memorandums, ‘open door sessions’, and one on one meetings as required.
Approve all schedules (front desk, housekeeping and techs) ensuring appropriate coverage during peak and non-peak times.
Mediate problems among staff members
Establish a safe and hazard-free environment by maintaining a strong safety record with a minimum number of guest and employee accidents and report all guest and employee injuries to HR immediately.
Responsible for managing the performance management process for direct reports.
Communicate spa objectives with team, reviewing and updating in light of changes in the business, implementing corrective action where necessary.
Lead, coach, communicate and correct Concierge in consistently delivering brand standards in service excellence (paying close attention to verbiage, body language, and non-verbal communication), current promotions, etc.
Responsible for managing the absenteeism and lateness log report.
Ensure staff are wearing proper uniforms and following dress code.
Conduct regular walkthroughs in the lounge and locker room consistently adhering to established check list. Assign and delegate tasks to concierge and spa attendant teams including but not limited to processing check-in forms, performing walkthroughs, scheduling inventory cycle counts and managing housekeeping zones for cleanliness.
Communicate all monthly, weekly, daily retail promotions to the concierge and technical teams.
Track hourly sales to ensure the team is meeting its retail penetration goal.
Participate in spa inventory counts as scheduled.
Ensure concierge team maintains data integrity by utilizing the correct skus, prices and discount in POS

Customer Resolution:

Respond to customer satisfaction survey comments daily.
Effectively handle and resolve guest issues and complaints.
Ensure service excellence by completing regular walkthroughs in lounge and locker rooms.
Assist and coach concierge in dealing with guest inquiries.
Research and solve customer billing inquiries.
Oversee the processing of refunds and resolve booking errors with booking department weekly.

Other

Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.
Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the Spa. In addition, attendance at all scheduled training sessions and meetings is required.
Upon employment, all employees are required to fully comply with spa rules and regulations for the safe and effective operation of the Spa’s facilities. Employees who violate Spa rules and regulations will be subject to disciplinary action, up to and including termination of employment.

Key Relationships

Financial Responsibilities

Qualifications

At least two years of experience working with a Point of Sale (i.e. Book4Time knowledge desirable) and answering phones in a customer service environment.
Minimum two years of s supervisory experience in a high volume customer service-focused environment, preferably retail. Spa experiences a plus.
Ability to meet US employment and eligibility requirements.

Knowledge and Skills

Computer literate with good typing skills.
Microsoft Office experience: word, excel, PowerPoint.
Able to check and respond to emails.
Able to effective written communication skills.
Able to write legibly.
Able to operate basic business machines (i.e. calculator, fax, printer, copier) Computer literate with good typing skills.
High personal standards and values.
Ability to work with minimal supervision.
Excellent client care, service excellence and attention to detail.
Demonstrate sound follow-through, effective time management with sense of urgency and prioritization to complete all tasks and projects. Delegate and follow-up.
Demonstrate soundecision-makingng ability for the best needs of the business.
Self-motivated. Able to encourage a positive and focused team at all times.
Demonstrate pleasant and appropriate phone etiquette.
Excellent listening and verbal skills.
Effective communicator.
Knowledge of basic accounting principles
Exceptional teamwork skills.
Responsible and dependable.
Flexible and Cooperative.
Maintains a professional appearance and demeanor at all times,
Serves as an involved, hands-on effective manager, mentor and leader.

Style And Culture
Nurture Employees
Play as a team
Find a Way or Make One
Do the Right Thing
Better Tomorrow Than Today
Simple and Fast
Open and Honest Communication
Pay It Forward
Walk the Talk

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