Spa Operations Manager
House of Enspa
Total years of experience :9 years, 11 Months
• Successfully sourced and recruited 5 members of staff for two of our premier locations.
• Screened and interviewed over 30 applicants and placed successful candidates
• Regularly coaching and guiding staff members though promotional interview process using role play, interview scenarios and 1 on 1 coaching
• Directly leading a team of 32 therapists and 5 Front Desk executives through their daily operations.
• Holding morning briefings and providing training, coaching and support to therapists focusing on enhancing the customer experience to increase revenue.
• Reviewing performance of all staff and holding regular one to one meetings to assess areas of improvement and offering constructive feedback where necessary and defining clear personalised SMART goals.
• Creating and nurturing client relationships through strong interpersonal skills.
• Using CRM system to collect information such as client personal spend and areas of interest in order to target marketing campaigns.
• Completing daily operational audit to ensure municipality guidelines are maintained.
• Roster management and holiday planning for all staff - ensuring the staff register is updated and accountable for payroll deadlines
• Responsible for inventory management and delegation of stock taking duties
• Successfully placed candidates across varied roles for Tesco Stores LTD by directly approaching competitor’s outlets in person, hosting job fayres and open evenings.
• Worked closely with Department Managers to understand their needs to better understand the key attributes required of an ideal candidate.
• Analysed candidate profiles in order to select most suitable roles based on their skill set, experience and personality.
• Planning and leading interviews and screening process following a point system from the company’s guidelines. Planning and creating interview packs.
• Acting as first point of contact for candidates and department managers with any job specification queries, recruitment related questions, maintaining confidentiality.
• Accountable for ensuring all candidates were permitted to work in the UK, screening their documents and complying with UK employment laws.
• Working to a recruitment quota and target, ensuring flexible shifts were distributed.
• Planning and conducting new staff introductions, which consisted of a full day onboarding and two weeks department specific orientation.
• Conducting exit interviews where necessary and recording conversations where necessary.
• Lead the launch of 3 ‘Beauty World’ concepts in London and the South East of England. Our aim ‘To deliver Tesco’s UK vision on having successful beauty salons within their flagship stores’.
• Sourcing new consultants for the niche role, advertising online and headhunting candidates from competitors.
• Organising and facilitating recruitment days and group interviews, including trade tests for therapists and role plays for customer service consultants.
• Conducting onboarding sessions and creating unique beauty world onboarding programmes for successful candidates.
• Acting as first point of contact for new Beauty team and management team, actively working to educate the F&B teams on the beauty concept.
Currently studying for a CIPD level 3 in Human Resources
Learning all areas of business including economics and finance. Spending time building business plans, learning p and l accounts and studying to understand the running of a day to day business.
Learning marketing skills in the fashion industry. Studying successful marketing trends and understanding the customer