Responsible for: All leisure, beauty, restaurant and hotel staff
Position Summary
Operations Manager plays a very important role in the daily operations of our business.
They are responsible for the execution/implementation of key business initiatives for Entim Sidai Wellness Sanctuary. They oversee the day-to-day activities of the business to ensure our customers and members are consistently treated to an impeccable customer service experience, and that the operations run smoothly, efficiently and profitably.
In addition, the Operations Manager has the responsibility for managing a team of beauty and massage Therapists, Receptionists, and stewards; he/she will ensure that all policies/procedures have been clearly communicated and are adhered to, maintain positive employee relations and ensure that we are staffed with team members who can deliver best practice and high standards in all areas and services.
Flexibility is important; this position will require availability to work varied shifts including weekends, evenings, holidays and sick cover.
Duties
Customer Experience
Lead, direct and supervise team in creating an outstanding experience for the customer- ensure that that customers are greeted in a professional, friendly, and timely manner
Provide consistent high standards of customer service by greeting and assisting customers, and excellent leadership skills—own and manage the department
Protect employees and customers by providing a safe and clean spa and leisure environment.
Deal with all membership enquiries, membership sales and renewals in line with prearranged targets and take and administer bookings and payments where necessary.
Ensure all complaints are dealt with promptly and efficiently and in confidence, initiating corrective actions if required.
Empower all team members to deal with customer complaints and develop and maintain compensation guidelines for customer complaint handling.
Ensure all emails, website and Facebook enquiries are responded to within eight hours of receipt, or less.
Ensure all customer feedback (guest questionnaires, verbal comments, emails, etc) is used to inform changes in practice and provide staff training or corrective actions to ensure high standards are maintained.
Consistently develop, promote and grow retail sales and services through training, tools and monitoring.
Achieve financial objectives by monitoring weekly membership, day visitors and beauty treatment bookings, flash reports and monthly and annual budget; analysing variances, and maximising results in the area of sales, merchandising and operations.
Analyse monthly KPIs to create work schedules to ensure business targets and sales are being met.
Liaise with third party providers to increase brand awareness and revenue stream.
Guide business decisions by staying on top of Spa industry trends.
Maintain a strong menu of services with both exceptional artistic and aesthetic value.
Ensure the Spa is always staged for maximum buyer impact.
Monitor appointments and bookings and highlight any problems or troughs in business to the Managing Director so that marketing strategies can be implemented to boost bookings.
Liaise with the Sales and Marketing Manager to develop The Entim Sidai Wellness Sanctuary marketing strategy and ensure a consistent image is being portrayed.
Maintain and update all necessary internal and external signage and promotional literature. Create ongoing in-house promotions and activities to stimulate sales, staff and customers (hotel guests, day visitors and members). •
Maintain fresh, effective methods to consistently retain and grow customer base.
Liaise with the Sales and Marketing Manager to promote all aspects of the spa facility.
Attend monthly Operations meetings
Attend monthly meetings with Managing Director and prepare monthly KPI for presentation at that meeting.
Liaise with other Heads of Department/Supervisors where necessary to ensure spa packages, bookings, functions, etc run smoothly and meet the needs of the customer.
To perform any duties reasonably requested by the Managing Director.
Team
Operations Manager should demonstrate an exceptional level of professionalism for the staff to emulate and create a motivating environment of sincerity, warmth and fun for staff and guests.
Interview and select members of your team.
Ensure all beauty therapists are fully trained and competent to undertake the treatments offered.
Guide staff to become caring problem solvers, cooperative, accommodating and fair. Implement ongoing skills training to ensure service standards are being upheld.
Keep employees motivated and working as a team, making sure each member of staff
understands and adheres to company policies, procedures and guidelines.
Provide monthly rotas of work one month in advance for all spa staff ensuring that staffing levels are maintained to meet customer demands and within agreed budgets, and to maximise revenue generation and profitability.
Ensure all staff clock in and clock out of work.
Authorise annual leave for all spa staff , accommodating requested annual leave where applicable, ensuring that company demands and bookings are met and that no more than one member of staff is on leave at any one time.
Maintain positive employee relations by keeping open lines of communication with team. Hold monthly staff meetings with all spa staff and provide copies of minutes to Managing Director.
Provide regular performance management support to all spa staff.
Provide an annual personal development plan meeting with all spa staff.
Operations
Ensure consistent and timely opening and closing of the Spa ensuring the security of the Spa facility at the close of each day in line with company requirements.
Ensure adherence to daily reconciliation of the till (cashing up) procedures and transfer of cash to the safe.
Ensure availability of merchandise and services by maintaining appropriate stock levels and submit monthly stock reports to the Managing Director by 25th of each month.
Maintain professional and technical knowledge.
Ensure all staff effectively operate the computer booking system/diary and till to support accurate bookings and sales.
Ensure all equipment is maintained in good working order.
Manage and control preventative maintenance to all spa equipment and coordinate the on- site maintenance engineer or outside contractors as required.
Implement opportunities for managing operational costs and boosting the operating profit.
Observe environmentally friendly practices to reduce our consumption of gas and electricity, waste to landfill, etc
Health and Safety
Ensure risk assessments are written for all areas of the establishment and for all procedures, along with associated safe operating procedures.
Ensure all staff are trained and receive regular updates on all risk assessments and safe operating procedures.
Ensure monthly fire safety checks and panic alarm checks are carried out and corrective actions taken if necessary and present documentation to Managing Director at monthly meetings.
Attend quarterly health and safety committee meetings and produce departmental inspection reports as requested.
Ensure health questionnaires are completed prior to administering beauty treatments and that individual client treatment records are maintained for all clients.
Ensure all staff are trained as first aiders and in use of the spinal board (possibly also the defibrillator).
You will be required to train/re-qualify as a company first aider and administer first aid to employees and customers as necessary and maintain this qualification throughout your employment at Entim Sidai
Budgetary Control
Proactively manage the operating profit by actively marketing the establishment and its membership in agreement with the Managing Director and Sales and Marketing Manager, and keeping expenditure within agreed budgets.
Effectively manage and control all purchasing and expenditure as budgeted, providing purchase orders for all goods and services to the Managing Director for authorisation.
Ensure that a pricing policy is in place in order to meet gross profit targets. Provide daily sales reports
