Spa Operations Manager

Spa Operations Manager - PretoriaIntroductionAn eco-conscious luxury spa brand is looking for an Operations Manager to ensure that all operations are running effectively and profitably, and that standards and Protocols are implemented and evolving. Duties & ResponsibilitiesCustomer Service Standards:Handling customer complaints and providing a proactive solutionAssisting the client with care and open ended questions ensure client’s needs are metAny interaction with client is always in a friendly and professional mannerTraining staff how to sell Retail, using product knowledge and sale techniquesKeep staff updated with consistent product knowledge trainingKeep managers updated with operations procedures and ensuring the operation procedures areupdated an amended Front Desk Responsibility: Ensure that Opening and Closing procedures are followedEnsure that End of Day (EOD) Cash up procedure is followedEnsure that EOD reports are submitted to Management and Accounts (via email)Ensure that Spa Bookings and booking procedure is adhered to and working effectively, includingBooking Confirmation and deposits are takenEnsure that all financial reports are being sent to Accounts accurately and that all informationrequired is attached to ensure smooth running of salaries, payments and reportsEnsure that communication between staff and management at the Spa’s/Stores is working effectivelyEnsure that Health and Safety standards are constant and being met by the Spa SupervisorEnsure that the Refund Policy process is being followed correctlyEnsure that gratuity payments to staff are recorded correctlyCheck that EFT payments to the Spa are being recorded and processed – confirm with Accounts that payments are reflectedEnsure that client details are recorded accurately and filed accordinglyEnsure that the Gift Voucher procedure is being followed as per company policyEnsure that the handling of Cash including Petty Cash is being handled with care and recorded effectively in the Petty Cash Book and electronicallyConduct Spa checks – Spa Standards Checklists, Cleaner Checklists, and Therapist Room Checklist.Conduct a check on Weekly tasks – Target Sales Report, HQ Paper work handlingEnsure Weekly Stock Take procedure – a physical stock count and entering stock (on ESP), reporting, variances report and minimizing variances.Ensure accurate and timely stock ordering (Monday’s) and external stock ordering.Monthly procedures such as reporting to Management and Accounts Manager the End of Month figures, using ESP and Excel documents. Calculating targets reached.Monthly Stock Take procedure is followed i.e. that there is a physical stock count and entering stock, reporting and a variance report. Minimizing variances where possible.Monthly rosters are created and sent off to staff in advanceMonthly payroll reports to HR such as commissions, timesheets, finger scans and overtime or any other documentation is submitted timelyConduct performance assessments for probation employ