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Spa Operations Lead
2 weeks ago
The role of the Spa Operations Lead is to oversee daily spa operations, ensuring exceptional facility standards are maintained. This includes overseeing the client journey from welcome to long-term care, leading a team of receptionists to deliver outstanding service, selling memberships and packages to meet revenue targets, planning and executing external lead generation and events, managing recruitment, onboarding and staff retention, delivering internal marketing campaigns and customer engagement activities, rostering, leave and payroll processes, procedural compliance and daily operational checklists, and responding to customer feedback with professionalism and care.
Key Responsibilities:
- Lead day-to-day spa operations to achieve business objectives.
- Oversee the client experience from arrival to departure, ensuring exceptional service delivery.
- Develop and motivate a high-performing team to drive sales growth and improve client satisfaction.
- Meet or exceed monthly sales targets through membership sales, package promotions, and targeted marketing efforts.
- Manage external relationships with clients, partners, and vendors to drive business growth and expansion.
- Recruit, onboard, and retain top talent in the industry, fostering a positive work environment and driving employee engagement.
- Collaborate with internal stakeholders to develop and execute marketing campaigns that drive customer acquisition and retention.
- Administer payroll, benefits, and time-off policies while maintaining accurate records.
- Ensure compliance with company policies, procedures, and regulatory requirements.
- Provide exceptional customer service by responding promptly to feedback and concerns.
- Monitor and analyze performance metrics, providing actionable insights to inform business decisions.
Requirements:
- Leadership experience in a spa or wellness setting, preferably in a fast-paced environment.
- Proven track record of success in sales, leadership, and team management, with a focus on driving results and improving processes.
- Strong communication and interpersonal skills, with the ability to build rapport with diverse stakeholders, including clients, staff, and partners.
- Customer-focused approach, with a passion for delivering exceptional outcomes and memorable experiences.
- Solution-oriented mindset, with the ability to adapt to changing circumstances and navigate challenges effectively.
- Strategic thinking, with a focus on innovation, creativity, and continuous improvement.
- Proficiency in software applications, including CRM systems, HR platforms, and data analysis tools.
- Ability to maintain confidentiality and handle sensitive information with discretion.
- Willingness to learn and grow, with a commitment to ongoing professional development.
What We Offer:
- A dynamic and supportive work environment that fosters growth and development.
- Opportunities for career advancement and professional growth, with a focus on developing leadership skills and expertise.
- Competitive compensation and benefits package, including health insurance, retirement plan, and paid time off.
- Free gym membership and access to company-sponsored fitness classes and events.
- Professional development opportunities, including training programs, workshops, and conferences.
- Employee recognition and reward programs, celebrating individual and team achievements.
- Flexible work arrangements, including remote work options and flexible hours.
- Access to company resources and networks, including mentorship programs and industry connections.
