The Assistant Manager is responsible for all front desk functions and Hospitality team. As a department head, directs and works with the GM and employees to successfully execute all front desk operations, including the entire guest journey from arrival to departure protocols. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department by maximizing the appointment book.
Core Work Activities
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Utilizes interpersonal and communication skills to lead, influence and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
- Encourages and builds mutual trust, respect, and cooperation among team members.
- Serves as a role model to demonstrate appropriate behaviors
- Manages the entire Spa team in General Manager's absence.
- Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
- Ensures recognition of employees is taking place across the entire spa in their areas of responsibilities.
- Communicates performance expectations in accordance with job description for each position and monitor’s progress.
- Conducts all training for the Front Desk Team.
Hospitality Teams Goals
- Achieves and exceeds performance goals; re-books, series sales, retail sales and maximizing the appointment book
- Ensuring we are exceeding the guest expectations daily by utilizing our scripts
- Develops specific goals and plans to prioritize, organize, and accomplish your work.
- Keeps the Front Desk team focused on the critical components of the operations to drive guest satisfaction and the desired financial results.
- Conducts department meetings and one-on-one’s to continually communicates in a clear and consistent message regarding the Hospitality team goals.
- Encourage a “have fun” work mentality with contest and incentives for your team.
Drives Exceptional Customer Service
- Provides services that are above and beyond for guest satisfaction and retention.
- Improves service by communication and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
- Acts as the “Service Champion” for the Front Desk and creates a positive atmosphere for guest relations.
- Strives to improve guest service levels.
- Empowers the team to provide excellent customer service.
- Reviews SMG service feedback and provides feedback to the team on improvement and successes.
- Responds to and handles guest problems and complaints with the GM.
- Observes service behaviors of employees and provides feedback.
- Solicits employee feedback, utilizes an “open door” policy, and reviews employee feedback with GM.
- Ensures employees are treated fairly and equitably.
- Administers the performance appraisals for all direct reports.
- Works closely with GM daily.
Candidate Profile
High school diploma or GED; 4 years of experience in guest services, front desk, or related professional area or preferred, 2-year degree from an accredited university in Hotel Management and 2 years of experience in guest services area.
We are an equal opportunity employer and all qualified applicants will receive
consideration for employment without regard to race, color, religion, sex,
national origin, disability status, protected veteran status, or any other
characteristic protected by law.
At Woodhouse, our treatments curate moods, moments and memories that last well beyond our walls. But mood care isn’t just a service we provide. It’s a lifestyle we live. With a luxury environment, family mindset and ample opportunity for growth, Woodhouse provides a premier spa experience with the wellbeing of our team members in mind. Hone your skills. Grow your customer base. Join the team and feel the difference that providing real lasting care can make in your life today.
Want to be a Master of Mood Care?
We are seeking individuals who are passionate about caring for people. If you have outstanding skills in your field, as well as great organizational, communication and retailing skills, we have a spot fo you on the Woodhouse team.
This franchise is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this location should be made directly to the franchisee.
