Operations Manager at Skin Reveal Aesthetics

• To manage and control all development and operational aspects of the Spa.
• To ensure revenues and all round targets are achieved.
• Overall management, business development and growth of the business, and offering day to day management of all staff.
• Day to day management of the Spa treatment bookings, software, and communication for all staff.
• Maintain consistency in standards and planning & overseeing on-going training with all staff to include: Treatment delivery, Sales and Standards, General Standards, Motivation, Professionalism, Customer care, Attitude, Etiquette, Appearance and Overall Performance.

Responsibilities:

Staff Management:

• Recruit, ensure training and supervise spa staff, including estheticians, massage therapists, medical aestheticians, and administrative personnel.
• Develop staff schedules, manage workload distribution, and ensure adequate staffing levels to meet customer demand.
• Conduct performance evaluations, provide feedback, and implement training programs to enhance staff skills and performance.

Customer Service:

• Ensure all staff members provide excellent customer service and adhere to the clinic’s service standards.
• Handle customer inquiries, complaints, and feedback in a professional and timely manner, striving to resolve issues to the customer’s satisfaction.
• Monitor customer satisfaction levels through feedback mechanisms and implement improvements as needed.
• Educate clients on basic skincare routines and product usage, as per the instructions of the aesthetician(s). Stay updated on skincare product knowledge and recommend basic services or treatments under the supervision of the Director.

Operations Management:

• Oversee day-to-day operations of the clinic, including appointment scheduling, treatment room utilization, and inventory management.
• Ensure adherence to operational protocols, including hygiene standards, safety procedures, and regulatory compliance.
• Implement efficient workflows and procedures to optimize operational efficiency from ensuring clients keep time to wait times.

Financial Management:

• Develop and manage the clinic’s budget, including revenue projections, expense monitoring, and cost control measures.
• Analyze financial performance metrics and identify opportunities for revenue growth and cost savings.
• Collaborate with the finance department to ensure accurate financial reporting and adherence to financial policies and procedures.

Quality Control and Compliance:

• Maintain high standards of quality in service delivery, treatment protocols, and customer care.
• Ensure compliance with industry regulations, licensing requirements, and health and safety standards.
• Conduct regular inspections and audits to identify and address any compliance issues or quality concerns.

Marketing and Promotion:

• Plan and execute promotional events, special offers, and marketing campaigns to increase clinic visibility and revenue.
• Monitor marketing performance metrics and adjust strategies as needed to achieve business objectives.
• Create and develop strategic growth plans for your department to include active marketing strategies specifically to maximize treatment and retail sales, to include database letters for regular mail shots and joint design of promotional material etc.

Technology and Systems Management:

• Oversee the implementation and maintenance of technology systems used in clinic operations, such as appointment scheduling software, and point-of-sale (POS) systems.
• Train staff on system usage and troubleshoot technical issues as they arise.

Continuous Improvement:

• Identify opportunities for process improvements, workflow optimization, and service enhancements.
• Implement initiatives to enhance operational efficiency, customer satisfaction, and staff productivity.
• Stay updated on industry trends, best practices, and emerging technologies relevant to spa clinic operations.

Qualifications:

• Bachelor’s degree in business administration.
• Previous experience in a management role within the beauty spa or medical aesthetic industry.
• Sound knowledge of Spa/ beauty industry business, knowledgeable in human resource and industry regulations.
• Proficiency in computer systems and software applications relevant to clinic operations.
• Familiarity with regulatory requirements and compliance standards in the beauty and healthcare sectors.
• Proficient in business writing proposals.