WTS International

Treatment Manager

3 weeks ago
Region/City
Manalapan, FL
Florida
Position Type
Spa
FT/PT
Full-Time
# of Openings
1

Overview

The Treatment Manager ensures that we have consistent and steady coverage from all providers, including Nail Technicians, Hair Stylists, Massage Therapists and Estheticians while managing and providing exceptional guest service for all Back of House operations.

Responsibilities

• Ensures the “WTS International Experience” for guests by maintaining the standards set in WTS’ Basics to Excellence (BTE), WTS International Mission Statement/Values, Standards and Expectations, and WTS International Brand Standards.
• Adheres to policies of WTS International and Forbes Five-Star standards.
• Submits all paperwork and financial reporting, including payroll, in accordance with WTS International policy.
• Provides excellent guest service and helps monitor guest feedback through the use of comment cards and other customer care techniques.
• Helps to supervise and follow up on guest requests and comments.
• Coaches and councils all service providers.
• Assists in the training, and supervision of all Back of House staff.
• Ensures that we have consistent coverage on the books for Nail Technicians, Hair Stylists, Massage Therapists, and Estheticians.
• Checks books in advance to be proactive and ensure we have coverage for 19 treatment rooms for all busy group days, weekends and holidays.
• Keeps a constant eye on all booking times to ensure the books are balanced and efficient.  The Back of House Manager makes appropriate changes if the books are not balanced or efficient.
• Creates room charts in Excel for all rooms and ensures that all zones are efficiently staffed before busy days, trainings and groups.
• Speaks with guests regarding treatment complaints in order to investigate and rectify opportunities.
• Assigns employees side duties to complete in down time: Go to Club Lounge and pool for Guests, complete thank you notes, clean break broom, assist the front desk, etc.
• Builds employee service profile in Point of Sale system at the same time provider schedule template is built.
• Coordinates a test out schedule for all new hires that will be completed in a timely manner.
• Creates goals for each department.  Once approved by Spa & Leisure Director, forwards the goals to Department leads to post on break room whiteboard to ensure all monthly goals are met.
• Organize back of house inventory (Professional, Retail, and Linen & Marketing) so that it flows by delegating spa products. Linens professional, etc. to certain therapists.   Responsibility will vary for it from Quarter to Quarter in order to create accountability.
• Ensures that all Inventory for Back of House is completed and turned in to Corporate Accounting by the 1st of every Quarter.
• All incorrect inventory must be re-counted immediately and re-submitted to Corporate Accounting.
• Oversees and plans products, modality and all retail trainings for Back of House.
• Maintains the Back of House Provider Manual for all new Therapists, explaining the spa concept, room set up, protocols, booking, etc.
• Ensures all Providers are set up in Point of Sale system.
• Reviews all new providers at 30, 60, and 90 days.
• Assists Human Resources with all on-boarding check lists and welcome letters for new staff.
• Implements cost analysis and savings programs where the cost of service, retail and professional equipment is kept to a minimum.
• Sets-up continuing education for all staff with vendor trainers on a bi-monthly and on-going basis.
• Updates standard operating procedures as needed. Creates and maintains operating procedures for daily activities as needed to maintain quality standards within spa and salon.
• Assists management with the set up and execution of special events and promotions including, but not limited to arranging staff coverage, creating protocols and set up/tear down of equipment.
• Ensures appropriate department/facility supervisory coverage through use of the Manager on Duty (MOD) system and participates in the MOD schedule.
• Must be able to close Front Desk in case of emergency, familiar with POS system and able to track revenue.
• Assists staff members in providing a memorable guest experience and meets the needs of the guest at all times throughout the service.
• Suggests to guests other beneficial treatments offered in the spa to complete their spa experience.
• Meet the needs of the guest at all times throughout the Forbes Service Standards.
• Understands the highest level of product knowledge and has complete knowledge of all spa services presently offered. Understands the ingredients in products and can explain their benefit to guests.  Answers guest’s questions in a knowledgeable and professional manner.
• Consistently acts as a sales leader and sets the proper and professional tone for staff communication and demeanor.
• Assists with regular meetings with full team to continually communicate information to team members.  Recognize and acknowledge team accomplishments in accordance with Spa reward and recognition programs.
• Assists with ensuring high levels of team performance by hiring, training, and coaching for outstanding results.
• Supervises effective daily operations including opening and closing procedures, facility inspections, and general facility maintenance.
• Ensures that all Back of House staff are implementing WTS Internationals Basics-To-Excellence program.
• Assists staff with lifting and storing facility equipment, furniture, and products to help maintain facility and prepare for special events.
• Helps ensure that the facility is only accessed by actual guests, and that it is safe and secure at all times.
• Ensures that guests are offered multiple appointments in different departments.
• Coaches Back of House staff with positive reinforcement and counsels when there are performance deficiencies.
•Must create a tangible record and monitor the success of Guest Thank you letters and future Returnity/Trip Advisor scores.
• Assists with annual staff evaluation
• Other duties as assigned.

Qualifications

• Preferred- Valid state license in massage therapy, Esthetics, Nail Technician, Cosmetology, or other credentials required by the state.
• High school diploma or GED required. A Bachelor’s degree in Hospitality or similar area preferred
• High level of guest service experience, preferably in a spa. Must be able to build rapport with guest and explain treatments/services.
• Ability to explain various treatments/services to guests.
• Excellent guest service skills and work ethic.
• Efficient, well organized, and able to handle a variety of duties simultaneously.
• Energetic, enthusiastic and motivational.
• Professional manner, discretion, and appearance.
• Excellent verbal and written skills.
• Strong team player.
• Effective leadership skills and strong work ethic.
• Must be comfortable with product recommendation.
• Proficient in the use of computers for inventory and writing documents.
• Must be able to keep calm and composed while under pressure
• Efficient, well organized, and able to handle a variety of duties simultaneously.
• Creative in marketing, promotion, and programming.
• Energetic, enthusiastic and motivational.
• Professional manner, discretion, and appearance.
• Excellent verbal and written skills.
• Able to show initiative and make decisions.
• Proficient in appropriate computer skills and office equipment.
• Ability to stand for long periods.

Facility/Job Highlights

WTS International, Inc. is an equal employment opportunity employer that is committed to having a diverse work force.

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