Job Duties 

• Perform and oversee front-desk duties; lead by example; know all aspects of front desk operations so you can train people and hold them accountable for doing great work.
• Ensure a positive culture and good employee morale. 
• Ensure the delivery of professional, 5-star customer service and continuously exceed customer expectations. 
• Ensure friendly, knowledgeable and professional experiences with all staff members. 
• Hire, train, and retain qualified and dedicated staff members.
• Follow existing policies and protocols while creating new systems and generating ideas about how to improve sales and operations.
• Completely understand all aspects of Hand & Stone business operations and ensure compliance with all Hand & Stone corporate policies.
• Oversee and manage the daily operations of a busy spa.
• Handle administrative tasks including but not limited to scheduling, inventory, ordering, supply management, tracking and monitoring various metrics, etc.
• Deliver excellent customer service and ensure employees are doing the same. 
• Ensure high levels of customer service and satisfaction; monitor and report client feedback satisfaction levels.
• Handle and resolve customer and employee complaints.
• Implement and monitor workplace safety, security, and loss prevention plans.
• Ensure all areas of the spa are clean, tidy, well-maintained, and safe at all times. 
• Ensure spa has all necessary permits and licenses and that they are up to date
• Create, implement, evaluate and improve business systems and processes to ensure spa is functioning as effectively and efficiently as possible
• Conduct weekly meetings with owners and spa leads to discuss business objectives, goals, and pertinent issues.

• Demonstrate superior sales skills and techniques; assist, train, and mentor spa associates in closing membership and gift card sales
• Helps facilitate marketing strategies to build the Hand and Stone brand and increase year over year sales.
• Develop strategies to improve the prospect count and optimize profitability for the spa using different technologies and systems such as, but not limited to, Facebook, Demand Force, web.com, and Nextiva recordings.
• Develop innovative and creative strategies for improving sales and creating a competitive, yet cohesive sales teams using tools, systems, and incentives such as 
  • Monthly and quarterly contests
  • Leader boards
  • Motivational meetings and huddles

• Create and adjust weekly schedules to meet demand for services; ensure proper staffing levels.
• Ensure employee files are complete, accurate, and well-organized
• Post job openings and conduct interviews
• Hire, orient, and train new employees in accordance with Hand & Stone operating policies and procedures. 
• Train associates on important topics such as, but not limited to:
  • Code of Ethics
  • Membership sales
  • Gift Card sales 
  • Zenoti
  • Customer Service 
  • Therapy protocols
  • Services provided
  • Retail offerings
• Compliance/Regulatory Responsibilities
• Track and ensure therapists have up-to-date licensure and professional liability insurance 
• Evaluate staff and ensure ongoing growth and development plans customized to the needs of each staff member. 
• Complete 30 ,90 and semi-annual performance evaluations for each employee, provide regular performance feedback, and adjust pay/pay tiers accordingly
• Ensure effective, ongoing communication practices and systems are working well
• Monitor employee satisfaction levels, answer employee questions, and handle employee issues
• Ensure frequent, ongoing positive staff communication and that all communications (breakroom, front desk, forms, whiteboard messages, etc.) are timely and relevant.

• Oversee all aspects of sales
• Monitor sales, expenses, inventory, profits, and profit margins.
• Ensure correct opening and closing register totals. 
• Make bank deposits.
• Communicate with owners/accountants as necessary.

Qualifications 

• Previous experience working in a business that sells memberships or high sales quotas
• Able to work a flexible schedule, including nights, weekends, and holidays
• Well-organized and detail-oriented 
• Able to work in an extremely busy, high-stress environment and effectively prioritize multiple, competing tasks
• Solid computer skills working with all Microsoft products (Outlook, Word, Excel, and Powerpoint); Experience with Zenoti POS is a plus
• Strong critical thinking and conflict resolution skills, ability to problem solve and come up with win-win solutions
• Retail/sales experience
• A passion for people and sales; high level of enthusiasm
• Excellent verbal and written communication skills 
• Excellent customer service skills
• Ability to promote health and wellness benefits of massages and facials
• Professional, friendly demeanor that can confidently sell, create trust, establish strong relationships and mentor colleagues
• Knowledge and understanding of all spa services and product lines
• Knowledge of HR practices and law; experience handling all aspects of the hiring, performance management, and termination process 
• 3-5 years Management and/or training experience in a retail, spa, or fitness environment
• Bachelor’s degree in business, communications, or management preferred

Benefits

• Hourly or salaried position 
• Membership and product sales commissions
• Quarterly bonus program 
• One complimentary facial or massage per month
• 30% of all products and services
• Employee membership 
• Two weeks (10 days) PTO
• Advancement Opportunities