Assistant Manager

Located in Collingwood, Melbourne, Sense Of Self (SOS) is a contemporary bathhouse and spa with beautiful design, a big mission, and world-class customer service at its core. We believe that exceptional customer and staff experience is underpinned by seamless backend operations and systems and are seeking an Assistant Manager who shares this view.  

As the Assistant Manager to the Venue Manager at Sense Of Self, you are responsible for all duties that encompass the Supervisor role with the additional responsibilities of managing the Front Of House team and supporting the Venue Manager in keeping the facility fully staffed, stocked, maintained, and operating at a high standard. This is a dynamic role that includes being involved in the end-to-end running of the space, including customer care, team management and leadership, and smooth operations of the bathhouse and massage studio. Your direct report is to the Venue Manager.

1. Guest Experience Leadership

• Oversee and uphold exceptional customer service standards across all touchpoints—from arrival to departure.
• Ensure consistency in tone, care, and presentation aligned with the SOS brand values.
• Resolve guest issues with empathy and professionalism, fostering loyalty and long-term engagement.
• Promote the image and culture of SOS through presence, genuine care and intentional interactions.

2. Team & People Management

• Lead, coach, and develop the Front of House and Supervisor teams to ensure alignment, growth, and excellence in service delivery.
• Work with the Venue Manager to implement performance management strategies to maintain high staff engagement and accountability.
• Support in staff onboarding, upskilling, and training programs; continuously update documentation and lead training sessions.
• Support culture-building initiatives including team socials, values-led meetings, and rituals that strengthen team connection.
• Manage daily supervision of staff performance and coverage across departments.

3. Operational Oversight

• Maintain seamless daily venue operations, ensuring all areas—from reception to treatment rooms—are clean, well-stocked, and functioning at a high standard.
• Conduct walk-throughs, uphold pool and hygiene protocols, and ensure adherence to safety and health guidelines.
• Implement process improvements that enhance both customer and staff experience.
• Monitor treatment protocols and service standards to ensure consistency and professionalism.

4. Workforce Planning & Scheduling

• Own roster management for the Front of House team and support in the Supervisor roster, including coverage for sick leave, public holidays, and annual leave.
• Collaborate with the Venue Manager on hiring plans to address future resourcing needs
• Approve leave requests and oversee timekeeping, break compliance, and shift handovers.
• Support wider business operations, stepping into supervisory and HQ roles as needed during peak times or absences.

5. Inventory & Supplier Management

• Proactively manage and support the Venue Manager with all venue stock—including treatment supplies, guest amenities, and retail.
• Handle ordering, stock rotation, and supplier relationships, ensuring timely replenishment and cost-efficient purchasing.
• Conduct regular stocktakes and support sustainability initiatives in purchasing and stock use.

6. Strategic & Cross-Functional Collaboration

• Work closely with the Venue Manager to execute broader business strategies, process updates, and people initiatives.
• Represent SOS in internal communications, maintaining the brand's tone of voice and fostering positive engagement with the HQ and site teams
• Participate in leadership meetings and contribute insights on team performance, guest trends, and operational improvements.

• Inspiring Leader – you aspire to motivate and build a supportive but high-performing team, leading by example and fostering alignment.
• Dynamic Problem Solver- you can quickly assess situations and employ considerate strategies to overcome obstacles, whilst always maintaining an air of calm.
• Accountable- you take responsibility for your actions, ensuring tasks are completed efficiently and fostering trust within the team by doing so.
• Operationally Minded- you understand that seamless staff and guest experiences rely on seamless systems and operations and not only know how to keep them running, but always seek to improve them.
• Initiative- you proactively seek improvement opportunities, driving progress for the company and inspiring the team to learn and grow.
• Tactful Communicator- you have a knack for getting complex information across clearly and respectfully, fostering trust, and are ultra responsive on communication channels.
• Passion For Care- maintaining high standards of care involves consistently delivering exceptional service and management that exceeds expectations, which you are motivated to meet for the Sense Of Self guests and team alike.

• Minimum 2 years' experience in venue, spa, hospitality, or wellness operations leadership.
• Strong people management and rostering experience across multi-disciplinary teams.
• Demonstrated experience in process improvement and operational planning.
• Excellent written and verbal communication skills.
• Comfortable using digital systems for bookings, team communication, and stock management.
• Hold a current CPR and First Aid Certificate.
• Availability to work a rotating roster including weekends and public holidays.

• Join SOS & grow with one of Australia's most progressive wellbeing companies
• Alongside a true commitment to employee wellbeing, we offer staff unlimited weekday access to the bathhouse, a full pantry, and a beautiful space to work from
• The opportunity to join the Collingwood Venue team at a critical point of company growth and grow your career and experience alongside us.