Description

The Floor Leader is a training and development program to provide individuals who exhibit remarkable talent in customer service a path to milk honey Leadership. The Floor Leader position performs a full spectrum of duties, contributing to an exceptional client experience, employee satisfaction and the financial health of the business. This position will provide the Floor Leader an opportunity to gain a foundation of knowledge that will contribute to their professional development by working on special projects and participating in some of the day-to-day duties of the managers. The Floor Leader position will be FT . Floor Leaders who complete their training are encouraged to apply for open Assistant Manager positions within milk honey.

Candidates for the Floor Leader position are individuals who have a proven work history as a leader in some capacity, who express interest in joining the milk honey Leadership Team and who display characteristics that make a milk honey leader, as determined by current members of the Leadership Team.

Successful Candidates will possess:

• A passion for the spa/salon/wellness industry
• 2-3 years of experience in a customer service driven environment
• Availability and willingness to work a traditional retail schedule, including weekends, holidays, and evenings
• Ability to collaborate with location managers and other Spa Partisans in many areas with excellent communication skills utilizing proper grammar and syntax
• Desire to work in a fast-paced environment where every day is different
• Acumen to problem solve both client and staff challenges as presented throughout their shift
• Aptitude to prioritize tasks to ensure that clients, staff and duties are taken care of in a timely manner

As a commitment to the development of the Floor Leader, members of the Leadership Team will offer specific mentoring opportunities. General examples of such activities are:

Customer service:

• Model the way for excellent customer service demonstrating a standard of excellence
• Perform the Manager on Duty shift in front of house/concierge desk, demonstrating a high level of care for all clients
• Observe in-the-moment client recovery and participate in follow-up with clients and appropriate team members.
• Collaborate with Managers to assess client survey feedback and formulate a follow-up action plan.
• Work with the group coordinator to ensure the point of contact for groups and parties is prepared for arrival and that all group details are executed.
• Work with the training team to ensure that Concierge staff is well integrated into milk honey and builds strong ties with other Spa Partisans. The Floor Leader will hold Concierge shifts, rotate in and out of the schedule to relieve Partisans for breaks and to keep up with the spirit of the Concierge position.
• The desire to personify milk honeys 5 Core Values in every interaction

Retail:

• Work with Leadership to conduct and manage monthly inventory and loss prevention.
• Review reporting functions to analyze inventory management, sales and loss.
• Participate in setting retail goals for staff and creating contests and motivation to support retail goals.
• Ensure that retail shelves are dusted and stocked, provide daily motivation for the team including role-playing retail sales scenarios with Concierge to ensure goals are met.

Coaching:

• Assess the level of customer service provided at the front desk, deliver continuous coaching to elevate the experience
• Participate in quarterly department staff meetings, coordinating with Leadership to ensure attendance.
• Observe monthly 1x1s between manager and service provider to elevate development communication skills

Motivation:

• Create a motivational environment for spa and salon staff by communicating contests for daily/pay period/monthly/quarterly goals and tracking communicating successes and opportunities.
• Monitor key metrics and staff performance.
• Display a professional attitude and maintain composure; provide the team with a positive and motivating work environment and lead by example. Leave the ego at the door.

Training:

• Work closely with Leadership to ensure spa and salon protocols and company standards are maintained
• Actively participate in overseeing training for new hires, communicating status of new hire training with team and participate in creating action plans for anyone needing additional support

Liaison:

• Possess the ability to pinpoint morale issues and areas of opportunity within the team, maintaining communication with Leadership and collaborating on solutions.
• Work shifts ‘on the floor’, acting as a liaison between the front desk, housekeeping, managers and therapist team, with limited scheduled hours of admin work to be performed in the back office.
• Work closely with reservation staff for daily changes to therapists’ and clients’ service schedules and communicating immediate changes to the correct person.
• Forecast schedule, identify problems and solve proactively

Human Resources:

• Interpret the policies and procedures as set forth by the Employee Handbook. Collaborate with Managers to enforce, document and discuss opportunities with staff as they apply to the Employee Handbook.
• Participate in interview training to understand the DOs and DON’Ts as well as to hone in on the skills needed to assess candidates for potential hires.
• Learn the basics of the employee compensation package: insurance, 401k, vacation, etc…

Financials:

• Process daily paperwork and deposits.
• Assist in calculating and updating business goals.

Maintenance:

• Troubleshoot any issues, i.e., broken equipment, damage to building, communication with General Manager re: construction noise, alarms, issues affecting service etc…

Qualifications