Spa Director

Job Description

Mission:

Develop and maintain the overall success of SOL SPA through effective management strategies, consultative sales skills, and superior customer service to meet and exceed performance goals.   To maintain the SOL SPA brand through various local and national marketing tactics and to professionally represent the brand at all times. 

Initial and Required Training & Certifications:     

• Complete SAE certification.  One time certification.  
• Complete all assigned SOL SPA® University Online required courses for the level of employment.  Courses must be taken once annually.  
• Complete any newly introduced SOL SPA® University Online courses as they are available.  
• Complete any assigned webinar and/or phone conference sessions and be prepared to take any quizzes or tests to ensure material is retained.  
• Complete on-site training, spa operations, equipment maintenance, skincare, and product training and all other applicable on-site applications.  
• Additional training requirements may be required at any time.  

Basic Duties & Responsibilities:  

• Achieve all financial and productivity goals.
• Complete a minimum schedule of 40 hours in spa per week.
• Monthly promotions will be required in addition to the spa schedule.
• Arrive 15 minutes before all scheduled work shifts and/or training sessions.   
• Consistently maintain a professional appearance by adhering to the SOL SPA® Uniform Policy & Code of Conduct. No exceptions are allowed.
• Facilitate all weekly and/or monthly staff meetings & training sessions.  
• Maintain SOL SPA® customer service standards at all times and monitor results using customer satisfaction surveys to acquire direct feedback to make enhancements. Submit completed forms to the Customer Relations Representative at PBFC monthly.
• Maintain accurate member and employee records by following suggested filing guidelines.  *Routine updating and maintenance are suggested.    

Sales Management Responsibilities & Minimum Performance Expectations:

• Ensure that minimum requirements for prospecting are met monthly.  This includes 30 names and numbers turned in and 5 spa passes returned to the spa from each consultant.  
• Ensure Daily Duties Checklist is completed daily.   
• Submit required close of business reports to franchisee nightly.  
• Review Consultant Prospecting/Client binders weekly to ensure proper use of prospecting duties.  Including new member follow up, new guest tracking, etc.  

Personal Minimum Prospecting Requirements are as follows:

1. Place and maintain 5 lead boxes in strategic business to be checked weekly.
2. Generate a minimum of 5 new guests per month through guest pass program
3. Enroll a minimum of 10 new Spa Members each month
4. Generate a minimum of 10 new guests per month through the Referral Process
5. Execute one outside promotion each month

Ensure the following prospecting tasks are being accomplished by the entire staff:  

1. 5000 Guest Passes or outreach pieces are distributed monthly.  A minimum of 5 must be returned from each consultant monthly.
2. An average of 3 new referrals from each new member who visits the spa
3. 4 outside promotions each month  (1 promotion per employee per month)
4. 1 Corporate Account is executed per employee per month
5. 5 Lead Boxes are active monthly and checked weekly per employee
6. 250 total red appointments required per month
7. Thank you cards with 5 guest passes personalized & handwritten note to be sent to all new members and new session purchasers daily without fail

• Submit the Daily Production Report and any other reports requested at the close of business on the last day of each month to your PBFC representative.   
• Do what is reasonably necessary to ensure that the spa and each employee achieve all daily, weekly and monthly performance goals.
• Perform any other duties assigned by the Franchisee. 

Employee Management Responsibilities: 

• Actively recruit & interview for Spa Consultants and other necessary positions per Franchisee criteria.  Schedule a minimum of 1 group interview per month and allocate consistent weekly interviews in the schedule.
• Adhere to strict hiring processes set forth by franchisee including but not limited to requiring resume submission, providing the pre-employment package to prospective employees, executing group, initial and 2nd interviews, administering projects as part of the interview process.  
• Train all Spa Consultants with the assistance of Assistant Spa Director according to SOL SPA® training material and programs.  Ensure all employees are fulfilling required training and certifications as outlined in their job descriptions and as required by PBFC for their respective positions.  
• Track all new and existing employee’s training to ensure all are up to date with SSU online courses, webinars, and other training applications.  
• Create and maintain monthly Spa Schedule at least one week prior to the beginning of each month to include all training objectives, staff meetings, marketing and promotion initiatives as well as equipment maintenance events.
• Set, communicate and monitor individual sales goals for all employees on a monthly, weekly and daily basis using measurements tools provided by PBFC.   Communicate results and action plans to the franchisee as requested.  
• Hold all employees accountable for executing prospecting responsibilities.   Monitor efforts documented in prospecting binder and from traffic counts.  
• Monitor the closing percentage and percent to the goal of all employees and discuss action plans to continuously improve performance using Individual Development Plans at least once per month.
• Provide creative ideas to keep the employees motivated and focused on meeting and exceeding goals.  All incentives and pay increases must be discussed with and approved by the franchisee before communicating with employees.  
• Develop agendas for all employee meetings and training.  
• Complete a Performance Evaluation on all employees after the first 30 and/or 90 days of employment.  Quarterly or annual evaluations after 90 days of employment.  
• Attend regularly scheduled meetings with Franchisee & management team prior to a weekly staff meeting to collaborate on agendas and discussion topics.   
• Submit payroll bi-monthly to Franchisee for approval.  Once approved, report payroll information to the payroll processor.   

Spa Equipment & Product Maintenance Responsibilities:

• Maintain the highest standards of cleanliness throughout the spa including the lobby area, service rooms, restrooms, and any other areas to ensure superior customer service and sanitation expectations are exceeded.   
• Enforce all daily, weekly and monthly maintenance requirements with responsible employees.  
• Schedule monthly spa equipment maintenance and cleaning sessions in order to maintain sanitation standards and ensure that the spa equipment is always fully operational.
• Ensure timely equipment repairs by reporting all repair or part replacement requests through the proper vendor contacts immediately upon equipment failure; confirm the order with Franchisee.
• Ensure that all lamps are in working order and are changed at 70% of rated lamp life.
• Maintain accurate product inventory according to minimum standards & rotate merchandise on display shelves every 4 -6 weeks to enhance the presentation of retail products.  
• Maintain accurate inventory reports in software at all times and spot check weekly.  Monthly reports of shortage must be reported to the franchisee.  
• Order all retail products on Mondays only without fail

Register Functions & Membership Billing Responsibilities: 

• Ensure all daily reports are accurate and delivered to the owner on time.   
• Ensure all employees are practicing proper data entry for all guests, members, and clients at all times.  
• Confirm all daily revenue (including cash, checks and credit cards) is accounted for at all times to prevent theft.   
• Perform daily bank deposit processes once all revenue is properly accounted for.  Report any and all shortages or overages to the franchisee.
• Perform monthly EFT billing duties, by the 1st of each month with the assistance of the Asst Spa Director.  These duties include but are not limited to processing credit card and check drafts, cancellation and freeze requests, following up on billing inquiries, delinquent accounts, etc.  
• Exercise proper collections methods including calling delinquent members, mailing and/or emailing notices and using register functions to track efforts and to notate delinquent accounts.
• Maintain accurate collections documentation/records and communicate outstanding payments to the franchisee.  
• Ensure that all monies/fees owed on NSF checks written in the spa are collected in a timely manner using proper collections procedures and notify the franchisee of all occurrences.  
• Abide by all budget guidelines for spa expenses as per Franchisee’s criteria.
• Review override reports to ensure all employees are exercising proper caution when servicing members and selling products.