Job
Description
Job Summary: The Duty Manager at Ode Spa Wellness is responsible for overseeing the daily operations of the spa, ensuring exceptional customer service, smooth workflow, and adherence to company policies. The role requires strong leadership, problem-solving skills, and a customer-centric approach to create a relaxing and welcoming spa experience. Key Responsibilities: 1. Spa Operations Management: Oversee the daily operations of the spa, ensuring smooth functioning of all services. Monitor staff schedules, ensuring proper shift coverage and efficient workflow. Supervise housekeeping, front desk, and therapy teams to maintain hygiene and service standards. Ensure spa equipment, products, and amenities are well-stocked and maintained. Address operational issues promptly and effectively. 2. Guest Experience & Customer Service: Ensure high standards of customer service and guest satisfaction. Handle guest inquiries, complaints, and feedback professionally and promptly. Assist in VIP and special guest handling, ensuring a personalized spa experience. Oversee booking and appointment management to optimize occupancy and minimize wait times. 3. Team Leadership & Staff Management: Lead and motivate the spa team to deliver exceptional service. Conduct training sessions for staff on customer service, product knowledge, and SOPs. Monitor staff performance and provide feedback for improvement. Ensure staff adhere to grooming, uniform, and professional behaviour standards. 4. Sales & Revenue Growth: Promote spa services, treatments, and retail products to enhance sales. Monitor daily sales and revenue targets, implementing strategies to achieve them. Assist in marketing and promotional activities for customer engagement. 5. Health & Safety Compliance: Ensure all safety, hygiene, and sanitation protocols are strictly followed. Conduct regular checks on spa facilities and equipment for compliance. Ensure adherence to local health regulations and company policies. 6. Reporting & Administration: Maintain records of daily sales, guest feedback, inventory, and staff attendance. Prepare shift reports and operational updates for management review. Assist in budgeting and cost control measures for spa efficiency. Requirements: Education & Experience: Bachelor's degree in Hospitality, Business Administration, or a related field preferred. Minimum 3-5 years of experience in spa, hospitality, or wellness industry. Experience in a leadership or supervisory role. Skills & Competencies: Strong leadership and team management abilities. Excellent customer service and problem-solving skills. Good knowledge of spa treatments, wellness services, and retail sales. Proficiency in booking systems and MS Office applications. Ability to multitask and work under pressure.
