Assistant Manager

Assistant Manager

The Assistant Manager is responsible for helping the Residence Manager lead the day-to-day operations of the residence (spa) with a focus on delivering exceptional service, delivering retail growth, helping to drive team performance, and ensuring elevated guest experience in alignment with luxury brand standards. This role will serve as an important leadership position in the residence and will be hands-on, helping to ensure seamless business operations in collaboration with the Residence Manager and corporate offices.

Sales & Business Development

• Help develop & execute all sales & customer service strategies within the residence; working cross-functionally to roll out all retail initiatives to drive sales, build brand equity, and client loyalty as directed by the Residence Manager
• Drive sales performance through accurate projection of daily/weekly sales targets, timely and appropriate sales goal dissemination to skin experts and client advisors
• Assist with reporting & analysis to ensure strong execution of retail activations based on past performance & customer demographic, maximization of cabin occupancy, especially during key business hours, and focus on sell-through of top SKUs in line with corporate vision of mix of business.
• Help monitor & analyze all key performance metrics & product/service reporting within the store to create a successful and productive work environment, challenging the team & fostering accountability
• Assist with reporting on residence performance on a weekly/monthly/quarterly/yearly basis, including all sales, services & events; making recommendations to drive success
• Focus on managing front-end operations and working closely with the Residence Manager & client advisors to manage inventory, visual merchandising, customer bookings and experience
• Help each team member on meeting goals, explaining KPIs & best practices, overcoming challenges and reinforcing growth & development
• Collaborate with key stakeholders to provide feedback on services, product, events & key initiatives, clienteling & client experience, and business; assisting in executing & driving store action plans

Operations Management

• Assist with comprehensive departmental operations guidelines and implementing ongoing training initiatives to support staff growth and service excellence.
• Oversee all inventory and store logistics including ordering, cost controls, and asset management, helping to maintain budget
• Maximize operational efficiency through expert use of residence management systems and software.

Team Leadership & Staff Development

• Support the manager in recruiting, onboarding, coaching, and developing a high-performance residence team.
• Assist with scheduling, performance evaluations, compliance with labor policies (including meal breaks), and timely payroll execution.
• Help manage the creation & execution of areas of responsibilities for the team
• Assist with communicating directed priorities, brand standards, and opportunities for upselling and enhanced service delivery.
• Foster a collaborative and respectful work culture with clear expectations, regular feedback, and morale-boosting leadership.
• Drive sales performance by monitoring sales & team goals, monitoring retail activation performance & providing feedback on merchandise assortment & levels

Guest Experience & Service Excellence

• Act as an ambassador for the residence experience—greet and assist clients in a warm, knowledgeable, and discreet manner.
• Help monitor client feedback and proactively implement service improvements while ensuring alignment with the brand's luxury service philosophy.
• Maintain a safe, serene, and meticulously clean residence environment that reflects the brand's premium positioning.

Qualifications:

• Bachelor's degree preferred; equivalent professional experience accepted.
• Minimum 2 years of experience within a high-end residence or luxury retail environment
• Exceptional customer service skills and emotional intelligence
• Strong team player with a proven ability to work collaboratively with other team members
• Strong attention to detail and operational discipline
• Proficient in various systems and programs within a customer service environment
• Strong computer literacy, including Microsoft Office Suite and POS/inventory platforms