Spa Manager

Spa Manager

Mission

To ensure the Pro Shop is a popular member and guest attraction, as well as profitable, creatively merchandised, fully stocked, and professionally operated. Handle the buying for the shop, offering a wide variety of fitness, workout and casual apparel and shoes for men, women and children (with styles appropriate for the assorted sports available at ClubSport and for the customer base), as well as a full line of complementary accessories and sports equipment. Ensure Pro Shop Sales Associates are well trained in customer service and selling skills. Work closely with other club departments to develop cross-promotions and build sales volume.

To ensure the Spa is a popular member and guest attraction, as well as profitable, clean, aesthetically pleasing, efficiently operated and safe. Objective is to offer a varied and creative menu of products and services provided by licensed (where required), experienced, qualified and service-oriented staff.

Reports To

Director of Club Operations

Supervises

Reception Staff, Massage Therapists and Estheticians

Drivers of Success

• Customer Service and Cleanliness Obsession (+ ability to instill these in others)
• Red Light Therapy Knowledge
• Wellness Recovery Services
• Spa & Retail Sales Knowledge and Experience
• Sales, Marketing, Merchandising and Presentation Skills
• Communication Skills
• Hiring, Training and Coaching Skills
• Organization Skills; Attention to Detail

Primary Functions

• Staff hiring, supervision, training and development
• Ensure all LSI Human Resources policies and employment practices are followed in the Spa and Retail department
• Overall presentation of Spa & Retail Department: merchandise selection, quality and appearance, display rack appearance, menu of services, staff appearance, professionalism and service skills, spa and department cleanliness, etc.
• Meet or outperform budget for revenues, labor costs, direct costs, net profit
• Design, develop and price Spa services
• Ensure all codes/requirements for OSHA, OLCC, Health and Fire Departments relating to the Spa operation are met.
• Maintain required certificate(s), license(s) and/or permit(s) as required by local ordinances
• Meet with sales representatives and attend buyer shows to preview merchandise and place seasonal orders
• Place ongoing merchandise orders to keep shop fully stocked; ensure the shop never runs out of basic items
• Balance orders and stock on hand to ensure appropriate mix of: 1) logoed and non-logoed items; and 2) accessories, fashion apparel, fitness apparel, children's wear, etc.
• Rotate store and window displays regularly to generate customer interest and promote merchandise turnover
• Work with other department managers to develop cross-promotions
• Utilize all forms of internal marketing available to promote the shop and spa; establish a calendar of holiday promotions, sales events, treatments, fashion shows, etc.
• Audit incoming orders with purchase orders, and ensure all stock is entered in system
• Establish pricing for each item, maintain pricing sheets for merchandise from each vendor, and ensure all items are properly tagged
• Vendor and product selection, pricing, stocking, and merchandising of Spa and Retail products
• Build referral business and client base
• Produce daily checklists for opening and closing procedures
• Ensure all needed supplies (towels, robes, treatment supplies, etc.) are kept fully stocked
• Ensure all spa equipment is properly maintained, and promptly repaired when needed
• Handle vendor returns for defective or incorrectly shipped merchandise
• Set up a demo racquet program and ordering service
• Oversee the operation of consignment agreements (where applicable)
• Complete and verify quarterly inventory, and implement strict control procedures, working closely with the Accounting department
• Meet or exceed scoring expectations for Facility and Member Service Walkthroughs
• Perform annual budget preparation and goal-setting for the Spa & Retail Department
• Handle and resolve all member issues and concerns relating to the Spa & Retail Department
• Solicit feedback on a regular basis from members and other club staff regarding store merchandise and staff service
• Other responsibilities or projects as assigned by the Director of Club Operations

Performance Measurement

• Spa & Retail P&L
• Spa / Red Light Memberships
• Facility and Member Service Walkthrough Scores
• Quality Assurance Audit Scores
• Member Satisfaction and Retention; Member Survey Scores
• Inventory Management & Cost Control
• Associate Retention and Satisfaction (Upward Feedback, Associate Survey)
• Health / Fire Department / OSHA Inspections

Essential Physical Requirements

Qualified candidate, with or without reasonable accommodations, must be able to:

• Write, read, speak, hear and see
• Stand and walk for prolonged periods
• Bend, lift and carry up to 50 lbs.
• Set-up and take-down light equipment
• Type and operate a computer
• Perform general housekeeping work