Job
Description
Role Overview: As a Duty Manager at the spa in Bangalore, you will be the front-line leader responsible for ensuring smooth day-to-day operations during your shift. Your role involves supervising the team, achieving sales targets, ensuring guest satisfaction, managing inventory and cash handling, and maintaining the spa ambiance. You play a crucial role in bridging operational execution with service excellence, contributing significantly to the guest experience journey. Key Responsibilities: - Frontline Operations & Shift Management: - Supervise the smooth functioning of the spa during your assigned shifts, ensuring all services run as per operational SOPs. - Coordinate appointment schedules, therapist allocations, and walk-in management to minimize guest wait time. - Maintain lobby presentation and actively participate in guest engagement activities. - Guest Service & Satisfaction: - Greet guests with warmth and professionalism, ensuring every interaction aligns with brand service standards. - Address and resolve guest complaints, feedback, and special requests on the spot, escalating when necessary. - Maintain a high standard of service delivery, ambiance, and cleanliness to ensure a superior guest experience. - Sales Achievement & Upselling: - Meet personal sales targets and contribute to outlet revenue by effectively promoting services, upgrades, and retail products. - Train and motivate team members on upselling techniques, loyalty programs, and cross-selling practices. - Monitor daily sales reports and initiate corrective actions in collaboration with the Spa Manager. - Cash & Report Handling: - Manage billing, cash transactions, and reconciliation at the end of the shift. - Ensure accurate entry of sales and guest data into the spa software or point-of-sale system. - Prepare daily shift reports including revenue, guest count, complaints, and other operational KPIs. - Inventory & Supplies: - Ensure stock availability for spa products, guest amenities, and consumables during the shift. - Conduct daily inventory checks for frontline supplies and notify the Spa Manager for reorder or replenishment. - Prevent misuse or wastage of products by following dispensing protocols. - Team Support & Communication: - Act as the go-to person for spa associates and therapists during the shift, helping resolve operational issues. - Brief team members at the start of each shift about bookings, offers, guest preferences, and special cases. - Ensure team grooming, punctuality, and professional conduct at all times. - Hygiene, Safety & SOP Compliance: - Conduct floor checks to maintain hygiene, cleanliness, and spa ambiance standards. - Ensure adherence to COVID safety protocols (if applicable), guest privacy, and health regulations. - Follow SOPs strictly and guide team members in doing the same. - Campaign & Offer Execution: - Support execution of promotional offers, packages, and local campaigns as directed by the Spa Manager. - Track offer-specific sales and report effectiveness to the management team. Qualification Required: - Shift Management: Ability to independently handle daily operations and ensure seamless coordination during the shift. - Guest Handling & Service Orientation: Excellent interpersonal skills to deliver memorable guest experiences and address concerns effectively. - Communication Skills: Clear and professional communication with guests, team members, and management. - Sales Orientation: Strong upselling and cross-selling ability to meet personal and outlet sales targets. - Leadership: Capability to lead by example, guide team members during service, and resolve on-ground issues. - Inventory Awareness: Basic understanding of inventory flow and the ability to monitor supply needs during the shift. - Problem-Solving: Quick thinking and effective decision-making in dynamic spa environments. - Attention to Detail: Consistent focus on maintaining spa hygiene, ambiance, SOP compliance, and service standards.,
