Habitude Salons and Spa Hiring for Guest Services and Inventory Operations Manager Job at Seattle, WA Full Time

Job Description: Guest Services and Inventory Operations Manager 2022

Primary Purpose:

Oversee the day-to-day operations of the Customer Service Department and Global Inventory Control

Deliver the highest level of customer service while maintaining a high level of quality services

Oversee and delegate Inventory Purchasing, Reconciling and Accountability

Responsible for all financial aspects of the customer service department, including profitability and labor goals

Perform all responsibilities and duties as outlined in General Staff Job, Hub and Inventory Job Descriptions as well as company operations and procedural manuals

Director Qualifications:

• Computer Proficient

• Ability to quickly solve problems using sound judgment

• Excellent communication and negotiating skills

• Strong time management skills with ability to accomplish goals while multi-tasking and planning proactively.

• Team player with strong leadership and supervisory skills, effectively manages diverse personalities

• Financial and goal oriented

• Salon and Spa Experience

Reports to:

• General Manager/Owner

Direct reports:

• Customer Service Team and Leads

Director expectations & performance requirements:

• Work a minimum of 36 hours a week, able to work a flexible schedule including evenings, weekends and holiday’s.

• Lead by example

• Dedication to confidentiality and sensitivity of all client information

• Spend 2-4 hours at Fremont location every month

• Attend bi-monthly Director meetings (Tuesdays) and Hub Circles

• Create agendas for all Hub related connects and meetings

• Be available for monthly new hire orientation and training as needed

• Complete monthly Director paperwork

• Manage the MOD schedule and ensure shifts are covered at all times

• Review and analyze monthly paperwork from Finance Director, such as Goals and Totals

• Recruitment for Hub department, includes hosting group interviews when needed

• Understand, comply with and ensure team compliance with all of Habitude’s policies and procedures

• Daily retrieval of all Hub related messages and customer challenges

• If needed, assist other Managers with planning for staffing, training and special education events

Habits:

Customer Care

• Deliver the highest level of customer service while maintaining a high level of quality services

• Ensure that all services offered on the menu in your department are available for guests

• Handle Hub client challenges with excellent judgment and discretion, in a time sensitive manner

• Facilitate re-training on customer challenges utilizing the appropriate lead

Technical Excellence

• Monitor and work to achieve department goals and require accountability from the entire team to contribute to the following goals:

• Consistent service/ no client challenges

• Retailing

• Up selling

• Pre-Booking

• Accurate Data Entry

• Partner with Guest Service Leads to administer your team’s schedule, including vacation and trades. Ensure the Hub Schedule Values are being met

• Accurately maintain stock and inventory control while minimizing shrinkage, utilize hub team to support inventory department.

• Focus on reducing expenses and increasing revenues – planning tracking, forecasting, implementing; recommend and help develop ideas and plans

• Exercise good judgment in the economical use of resources and supplies

• Develop and implement policies/procedures to ensure effective operation of the front desk, including Insider, Series. Loyalty and Gift Card Sales initiatives

• Work with Aveda representatives to ensure that collaborative efforts are made to increase our retailing opportunities

• Be familiar with functionality of the facilities & know location of operational outposts

Professional Presentation

• Amaze the senses. Lead by example with professional appearance and conversations

• Five Star presentation; ensure flawless facility presentation in your departments

• Support the Big Picture – cheerlead, assist and infuse positive energy

Caring Communicator

• Maintain cooperation and teamwork, placing a high emphasis on customer service and satisfaction

• Know all current company promotions and ensure your team is fully knowledgeable and trained

• Promptly inform your team of changes to the service menu

• Ensure each team member is fully & adequately trained before they are scheduled for their first solo shift

• Act as an inspiration at all team meetings and commit to a positive experience at company events

• Compassionate & concise; clear communication

• Diffuse challenges within the team, be a problem solver & nurturer

• Act as liaison between staff, management and customers

Securing the Future

• Manage all recruiting efforts for the Hub, including:

• Use effective recruiting techniques to attract and hire qualified candidates

• Train, develop and motivate staff, providing leadership and specific performance goals and expectations

• Participate in interviews and offers

• Monitor and work to achieve department goals and require accountability from everyone on your team

• Ensure that all resources are filled in your department by determining open and available shifts and need for hiring more staff

• Ensure that all shifts in your department are covered at all times

• Take care of your team – love and amaze each other to decrease turnover

• Recommend and help develop ideas/plans to drive sales, assist other Directors with the planning and coordination of all in-house promotions

• Monitor and control operating expenses to stay within budget

Continuous Improvement

• Conduct formal reviews for each direct report every six months (once a year Merit and Cost of living increase)

• Official connect with your team members monthly to inspire and coach.

• Understand importance of career paths & assist team members in their personal growth

• Track your team’s attendance and timeliness regularly and ensure compliance with the policies in these areas; address, document and initiate disciplinary action with team members who do not adhere to our attendance and timeliness policies

• Consult with other Directors to strategize improved flow

• Possess and maintain the best knowledge of systems of the salon and spa industry

• Be available to attend Education and Growth Seminars

Job Type: Full-time

Pay: $55,000.00 – $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• Weekend availability

Supplemental Pay:

• Bonus pay

Experience:

• Management: 5 years (Required)
• Salon and Spa: 3 years (Required)

Work Location: One location