Spa & Salon Front Desk Lead

Job Title: Spa and Salon Lead

Position Summary:

Performs Front Desk duties to ensure the efficient operation and delivery of exceptional member service at Broken Sound Club.  Act as the shift Lead while working at the desk in the Salon and Spa.

In addition to basic front desk and lead duties, this position will ensure that the entire Spa and Salon team are following protocols by coaching and mentoring them regularly. The expectation is to also lead by example, always following policies and procedure and encouraging the team to do so as well.

The overall expectation from this position is to increase the level of member satisfaction, decrease mistakes, maximize utilization, increase sales and communication. The expectation is that leadership level decisions be made now on the floor to ensure member satisfaction, the safety of the staff and the standards of operation. The Spa & Salon Lead must always demonstrate sensitivity and professionalism to members and fellow employees.

Essential Responsibilities:

• Act as the initial trainer for all new hire spa and salon staff. Ensure that all newly hired staff are trained in standard operating procedures, Spa Booker, and CE.
• Responsible for communication with staff regarding marketing promotions, treatment protocol changes and additions, retail information, software operation and member happenings.
• Coach staff when there is a new protocol, procedure, when mistakes are made, when they have done well by providing timely, candid feedback in the moment. Face to Face communication is preferred, however, email can be used when it is not possible. If email is used, must follow up to ensure it has been received and acknowledged.
• Work closely with the Management team to identify challenges and opportunities for training and if there is need for discipline.
• Set goals for retail sales, booking, positive member experiences, etc. Reward team for participation and a job well done when applicable.
• Assist the Spa Manager with retail training on current products and when new lines are introduced.
• Create and issue quizzes when there are new treatments and products and oversee secret shopper experiences.
• Create and maintain SOP manuals for front desk operations and assist with updating Service Provider SOP’s.
• Make recommendation to management regarding staff meeting topics and assist with execution of staff meeting/trainings
• Create a monthly Spa/Salon newsletter
• Act as Manager on Duty in the absence of Spa Manager and Assistant Spa Manager
• Assist the Spa Manager with accuracy of chits, charges, promos, no show and late cancel charges, to ensure an accurate complete payroll.
• Oversee the Standing appointments, ensuring that bookings are scheduled correctly and efficiently.