JOB DESCRIPTION

Position Overview: We are seeking an experienced and dynamic Operations Manager to lead our women’s beauty lounge and spa, ensuring exceptional operational and customer service standards. The ideal candidate will have a proven track record of operational managerial experience, particularly within the beauty spa and health and wellness industries. This role requires exceptional front-facing customer service attributes, strong sales acumen, and the ability to manage and motivate a team effectively.

QUALIFICATIONS AND REQUIREMENTS:

• Minimum seven years of experience in a similar work background, including but not limited to hotel management, customer-facing roles, customer services, and sales and operations.
• Proven operational managerial experience, preferably within beauty spas, health and wellness, or clinical settings.
• Strong background in sales, with a track record of meeting and exceeding targets.
• Exceptional customer service skills with a passion for delivering an exceptional experience.
• Excellent communication, leadership, and interpersonal abilities.
• Ability to lead and motivate a diverse team of employees.
• Strong organizational skills with the capacity to manage appointments, schedules, and resources effectively.
• Knowledge of beauty and wellness treatments, products, and industry trends.
• Attention to detail and a commitment to upholding cleanliness and hygiene standards.
• Proven ability to handle customer concerns and build strong client relationships.
• Familiarity with inventory management and SOP implementation.

• Operational Management: Oversee all aspects of the branch’s daily operations, ensuring smooth functioning, adherence to protocols, and the highest standards of cleanliness and hygiene.
• Customer Service Excellence: Utilize your customer-centric approach to engage clients, provide personalized recommendations, and create an inviting atmosphere that fosters loyalty and trust. Achieve and maintain high customer satisfaction levels.
• Sales and Target Attainment: Utilize your background in sales to meet and exceed daily, weekly, monthly, and annual sales targets. Monitor performance against quotas, analyze trends, and implement strategies to drive revenue growth.
• Team Supervision and Delegation: Lead, mentor, and supervise all branch employees, delegating tasks effectively to ensure smooth operations. Foster a positive team culture that promotes collaboration, learning, and continuous improvement.
• Appointment Management: Coordinate and schedule appointments for both clients and employees, optimizing daily workflows to accommodate customer preferences and maintain efficient operations.
• Client Relationship Management: Cultivate strong relationships with existing clients through regular follow-ups and excellent service. Implement strategies to attract new clients, making the spa a destination of choice for wellness and beauty needs.
• Product and Treatment Expertise: Demonstrate in-depth knowledge of the spa’s products and treatments to cross-sell and upsell effectively, enhancing the overall client experience while contributing to sales goals.
• Inventory and Protocol Management: Maintain a vigilant eye on inventory levels, ensuring products are well-stocked and in alignment with demand. Implement and enforce Standard Operating Procedures (SOPs) to uphold the spa’s quality and safety standards.