We are looking to hire a highly skilled and passionate Assistant Spa Supervisor, who will manage day to day operations of the Spa by managing the reception, clients, and data base effectively. The right candidate will be supporting the Spa Manager on a day-to-day basis & should have strong communication and interpersonal skills, a passion for people development, and deep knowledge of Beauty Industry. The incumbent will also be responsible for maintaining good relationship with the clients with high standard of customer service.
1. Front Desk:
· Develop and maintain a courteous and professional relationship with employees & clients.
· Handle customer complaints and ensure a response is given within the decided timeframe.
· Guide technicians to acquire a thorough comprehension of clients needs, mistakes and misunderstanding to be eliminated.
· Understands the customer (both external and internal) / phone and face to face, builds strong collaborative customer relationships and builds customer trust and confidence.
· Ensure communication is accurate throughout the spa and that all documents and systems reflect the correct situation of the spa.
· Receive and greet visitors in an efficient, tactful, and courteous manner.
· Listens to client concerns with empathy and offers every possible help within the role assigned and The House of Enspa policies and procedures, ensures a follow through of the client issue till its closure.
· Actively promote The Nail Spa services and retail.
· Ensure the spa ambience is maintained.
· Uses all the required tools of communication when dealing with others (phone and face to face), communicates to everyone, keeps supervisor informed whenever necessary, participates effectively in meetings, delivers effective presentations.
· Assisting in the closing of the Spa and daily sales cash collection and ensuring they are accurately administered and completed.
· Inform relevant technicians of the client’s arrival with treatment details and timings.
· Ensure communication is accurate throughout the spa and that all documents and systems reflect the correct situation of the spa.
· Maintain the checklists and SOPs of the reception area & have full knowledge of Front Desk SOPs.
2. Operations & Bookings:
· Ensure the booking system is managed effectively with scheduling, reconfirmations and follow-ups of client appointments changing colors in the elite system.
· Check out clients after appointments and ensure that the actual treatment is recorded in the system.
· Ensure accurate client details are maintained and updated on a regular basis.
· Sign the waiting list.
· Manage lunch hours & blocking of the therapists.
· Check if the skills of therapists are updated.
· Blocking of therapist leave and identify shortage if any.
· Fully conversant with all pricing structure and promotional details.
· Have full knowledge of Money Collector SOPs
3. Back Office
· Telephone Etiquettes & Call handling
· Handle telephone operations proficiently
· Follow up with former clients to rebook them for further appointments.
· Monitor Online appointments & follow up of clients.
· Prepayment policy
· Have full knowledge of the Back Office SOPs for:
4. Spa Manager Support:
· Prepare all daily and weekly reports
· Assist Spa Manager at staff meetings, or conduct meetings in absence of the Spa Manager
· Assist the Spa Manager to maintain stock level and inventory.
· Assist in cost control measures.
· Ensure uniform code is maintained.
· Assist in selecting Therapist of the month and Customer Delight Champs by internal monitoring.
· Assist in compiling requests of leave from employees.
· Assist in checking the compliance of requirements from Legal authorities.
· Assist in the management of Schedules of employees in the spa.
· Assist in assigning duties to therapists.
· Assisting in the closing of the Spa and daily sales cash collection and ensuring they are accurately administered and completed.
· Assume total responsibility for the smooth running of the Spa in the absence of Spa Manager.