Assistant General Manager

Purpose
The Assistant General Manager role mirrors that of the General Manager, responsible for stepping into the General Manager position whenever the General Manager is not on duty. Like the General Manager, this position requires an individual who has a range of skills including handling personnel matters such as hiring, terminations, coaching, conducting performance reviews and discipline as needed. They should possess leadership skills and be able to create a positive work culture that produces well-rounded, loyal, and productive team members. The GM must be able to multi-task and should take “ownership” of the spa operations including understanding the financial aspects of the business. It is important that they present a professional image and are capable of networking and negotiating “partnerships” for the spa with local businesses and organizations.

Responsibilities
Experience in guest relations and massage/salon/spa or hospitality management is necessary. Key responsibilities include meeting/exceeding key performance indicators, facility management, maintaining supplies and overseeing inventory processes, ensuring guest satisfaction, recruiting, and training, and employee coaching and development. The Assistant General Manager is responsible for conforming to all Woodhouse Spa standards set forth in the Operations Manual and shall strive each day to exceed guest expectations.

Job Description
• Assisting Spa Manager with managing and monitoring all areas of spa operations to ensure compliance with policies and procedures outlined in the Woodhouse Spa Operations Manual.
• Demonstrating and reinforce excellent customer service to promote guest satisfaction and retention while acting as the first point of contact for guest issues, including but not limited to follow-up, feedback and concerns.
• Conducting daily huddles with the hospitality team to coach and motivate team members to meet/exceed revenue and operational goals. • Working alongside the hospitality team to lead, train & develop front desk staff while promoting a high degree of motivation and fostering employee retention. Steps in to cover hospitality roles as necessary.
• Monitoring expenses against budget and maintain continual awareness of expense/loss control to ensure effective management of expenses.
• Understanding and managing computer reports and functions to ensure accurate guest records are maintained and required reports are available when needed.
• Performing other projects, work and activities as assigned to ensure the spa is running at optimal performance. • Assisting with all inventory processes including the ordering of back bar and retail items.
• Attending all training for in-spa operations, product knowledge and treatment protocols.
• Maintaining a professional appearance in accordance with the specified dress code.
• Training new Hospitality Team members to Woodhouse Spa standards.
• Ensuring the health and safety of guests and employees is paramount at all times.
• Guaranteeing compliance with all state and local rules and regulations.

Standards 
• Preparing for on-site inspections and meeting with inspectors. 
• Managing the inventory database on computer software 
• Performing/overseeing daily closeout procedures on computer software 
• Carrying out duties of Spa Coordinator and or Spa Concierge when needed 
• Maintaining organization of break room and office area 
• Educating guests on spa services and retail products 
• Protecting the franchised location as well as the Woodhouse Spa brand Organizational Relationships 

The Assistant General Manager position reports to the General Manager and the franchise owner.