TASK, DUTIES AND ACCOUNTABILITIES
Ensure monthly targets are met.
Ensure highest customer retention rates.
Plan new and improve current services and packages in coordination with management.
Develop and implement marketing strategies in coordination with management.
Ensure spa readiness for special events (national day, Ramadan, New year, etc.) in terms of staff shifts, spa ambience and special packages, in coordination with management.
Continuously submit proposals for latest market trends and new products that might contribute in sales improvement
Ensure all staff are aware and highly knowledgeable of the spa services, products, programs, and packages (front desk and technical).
Supervise and ensure Home Service activities are dispatched and carried out seamlessly and efficiently when applicable.
SERVICE QUALITY ASSURANCE
Ensure all staff are aware and highly educated of all and latest municipal health and safety standards (front desk, technical & support).
Monitor operations to ensure compliance with health, safety, or hygiene standards.
Monitor operations to ensure staff compliance with The Muse UAE Boutique Spa SOPs.
Ensure continuing training and education classes to maintain current knowledge of industry (through inhouse training, external training, suppliers’ seminars, workshops etc.)
Ensure Consent forms are available, updated and used where relevant .
AMBIANCE AND CUSTOMER EXPERIENCE ASSURANCE& BRAND IMAGE
Continuous training of front desk to ensure high standard customer experience.
Respond to customer inquiries or complaints and Propose plans to correct/eliminate source of complaint.
Ensure accuracy of client databases, in terms of names, consent forms, birthdays gifts, vouchers & packages
Supervise facility maintenance and repair activities to ensure the muse facilities are maintained at highest standards.
Ensure all staff (front desk and technical) are aware and highly knowledgeable of The Muse Brand.
Ensure management are aware of customer recommendation, suggestions and feedback.
Ensure spa equipment are Checked and maintained regularly to ensure proper functioning.
Manage Inventory to insure best cost control and lowest wastage.
Monthly Reports on product performance (fast running, non-moving, etc.)
For new services support to calculate service costs and ways to control and optimize.
RESOURCE MANAGEMENT (STAFF AND SCHEDULING SYSTEMS)
Ensure Lineup system is implemented accurately and strictly to ensure fair appointment assignment.
Inform staff of job responsibilities, performance expectations, client service standards.
Guide and support staff to achieve targets (personal targets & spa targets).
Assess and report employee performance and suggest ways to improve work, through periodic appraisals.
Submit your recommendation for Employee of the Month Awards (based on factors other than sales targets)
Plan and arrange official holidays.
Supervise staff schedules to ensure maximum efficiency & utilizations.
Ensure staff compliance with The Muse policies.
Recommend and provide assessment on candidates for operational manager approval.
Ensure scheduling system data is maintain with utmost accuracy (service durations, categories prices etc.) to ensure management reports are accurate. .