Urban Retreat Job Description JOB TITLE Generic Beauty Manager DEPARTMENT Generic Beauty Department
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Urban Retreat Job Description JOB TITLE: Generic Beauty Manager DEPARTMENT: Generic Beauty Department REPORTING TO: Commercial Director PRIMARY OBJECTIVES: To drive generic beauty business on a daily basis; set retail and service targets to achieve greater occupancy levels and maximise business opportunities to benefit staff and Urban Retreat. Complete accurate analysis of staff and product costs in line with the yearly profit & loss. Ensure that beauty treatments are carried out to the highest professional standard in accordance with SOPS (Standard Operating Procedures) with due care, attention and sensitivity to client’s needs. MISSION STATEMENT: Monitor staff performance, motivate and develop team on a daily basis, thereby enhancing their potential to maximise business opportunities and career progression. To undertake operational responsibility for whole of department, trouble-shooting and solving any operational problems and client challenges with initiative and discretion. Risk assessments form the foundation of a safe environment for employees and clients and are an essential aspect of the role. ____________________________________________________________________________ TASKS STANDARDS Team & Business Management Develop a motivated and enthusiastic Ensure you team are aware of their job descriptions and team by leading by example ensure that they achieve task and standards as outlined. Lead by example and your team will follow Advise team of products available and Ensure that your team are fully aware of relevant brand updates on treatment procedures and / treatment information and performance expectations. ensure that they understand Company Ensure staff receives full orientation on Company polices and procedures policies and procedures Implementation of sales target for For maximum staff motivation, greater occupancy levels individual team members and collectively and business development set individual service and retail targets as well as collective team targets Monitor and maintain par levels of Ensure an accurate account for professional stock levels. professional stock Ensure that stock orders are placed in a timely fashion with ample time of delivery and paper trail of invoices Ensure accuracy Ensure team perform stock take on month end. Record data. Set, monitor and achieve targets for As agreed and confirmed by the Commercial Director individual brand revenue Set up monthly planning meetings with Hold monthly brand meeting to review performance, Brand Area Managers new product platforms and necessary training that may be required by the team Set up quarterly strategy meeting with Hold quarterly meetings with brand account managers Brand Area Managers to review forth coming business strategies Implement Rotas, holidays on premier Spa. Ensuring the treatment room has Cover. Ensure brand managers report to you on a weekly basis, reviewing the previous week and week ahead. Direct, inspire and manage Beauty team Results in positive, organised, yet disciplined team Delegate relevant responsibility to Enables team to function effectively in the absence of appropriate team leaders the manager Team& Business Management Demonstrate commitment to development Organised on an ad-hoc basis by Urban Retreat and raising personal and professional Team develop and improve performance, showing standards by attending given training effective education has been received To possess and maintain a full Ensure Beauty team are fully aware and competent and understanding and knowledge of practical adhere to these recommendations for application in the and theoretical application of all face and course of their daily duties. body procedures/treatments and manufacturers recommendations for use To possess and maintain extensive Ensure Beauty team are fully competent and aware of knowledge of all retail and treatment recommendations for use and adhere to standards set products and their conditions for use. by Urban Retreat Administration & Reservation Management To develop and maintain knowledge of Minimise errors and resolve discrepancies promptly in payroll; setting and managing budgets; order to maximise resources and business revenue stock management and accounts To check you and your teams treatment Ensure accuracy of bookings, working days and columns in advance in order to ensure times. This will prevent you and your teams service that holidays and days off are accurately columns from being available if a holiday has been recorded and that sufficient cover has booked. been arranged NB To ensure that your team Perform a thorough client consultation and document provides full client consultation this on the client record card. Explain treatment thoroughly and take accurate notes i.e. recording contra-indications, medications etc. Even if your guest is a regular client you need to perform the consultation at the onset of every treatment and document such. This is an explicit Company Request, failure to do so may lead to disciplinary action To ensure teams adhere to reporting Completing appropriate forms in timely and accurate procedures for Holidays, rotas and manner as detailed in Company Staff Handbook absence Preparation of team rotas Ensure that your team receives their rota 14 days in advance and if there is any amendments that they will receive a new rota To develop in-depth knowledge of all Fully understand Urban Retreat and Store operation Store and Urban Retreat procedures and guidelines and ensure compliance and understanding by operations: Salon Computing systems, all team members. Health & Safety and Human Resources Implementing new treatments on Manage reservation system in line with staff rota with Computer, rotas changes in the therapist’s accuracy and inform the call centre team if necessary columns. Training & Development Recruitment Interview and select high calibre of staff ensuring interview procedures are followed as per HR guidelines Ensure new staffs are inducted, having awareness of UR New staff induction training procedures and protocols. Provide training to ensure the therapist has full skill sets To ensure all staff receive appropriate Organise on a “as needs” basis by Urban training and development. To uphold Retreat/Harrods professional standards by identifying and Team develop and improve performance, showing implementing additional training where effective education has been received appropriate Uphold Company standards in terms of Ensure information and training is communicated and product knowledge, treatments and made available to Beauty Team merchandising To introduce and implement new Communicate to team and ensure participation in techniques, procedure and product brands training is arranged and adhered to as and when necessary Arrange team meetings Ensure full attendance. Held on a Monthly basis Human Resources Oversee recruitment, interviewing and Liaise with Human Resources and General Manager to training of new Staff in accordance with ensure correct procedures and paperwork are followed Urban Retreat and Harrods guidelines through NB* Ensure that all new starters All new starters need to complete HR Documents complete HR documents which on their first day of employment. All documents include employee signature and need to be forward to the HR department asap. Forms management include: New Employee Form , P46 ( or the employee will present you with a P45), Employee Data Form, and a copy of their passport. NB, HR and payroll will only accept fully completed form. Make a special note of receiving NI numbers. Punctuality/Attendance Maintain and monitor staff absence and late levels. If high levels of these occur please contact the HR department for further advice. Manage attendance on PBS.net Document attendance, holidays, sickness and lateness on administration HR platform, pbs.net To undertake staff appraisals and ensure Agree and liaise with Human Resources department appropriate procedures and paperwork appropriate frequency, training and implementation are followed To effectively manage any disciplinary Ensure regular liaison with Human Resources and issues according to Urban Retreat adherence to proper procedures, timescales and Disciplinary guidelines appropriate paperwork Sales & Business Development Actively seek ways to develop and Liaise with Commercial Director to agree activities maximise Urban Retreat business through brand promotions or spa festivals Sales and analysis to be accurately As agreed with Commercial Director recorded and reported Sales & Business Development Maximise appointment bookings / smart Ensure appointments are booked to maximise columns’ booking business potential without unnecessary gaps and overbooking. Liase with Reception Manager to ensure follow-through. Smart Booking is an expressed priority in reservation duties. E.g. if a client wants a 9.15am nail appointment and there is an opening for a 9.00 or 9.30am, offer her the 9.00 or 9.30 appointment. Do not waste booking space. Avoid white spaces of 15 minutes if the service provider cannot offer a service in the time. E.g. avoid 15 minutes gaps in the stylist of technician’s column. To understand, set and adhere to staff Liaise with Human Resources and Commercial Director Budgets and targets for authorisation and to ensure targets are not exceeded Developing, implementing and training Set standards for treatment procedures and protocols as SOP’S per Standard Operating Procedures Monitor treatment standards Organise and review mystery shopper reports, audit findings. Document therapist if standards not achieved. Manage customer complaints, log details Handle with sensitivity and prompt attention, accurate and analysis data reviewing policies and notes to be taken. Resolve with promptness, efficiency procedures whereby necessary decide on and in a professional manner liaising with relevant course of actio0n be it: refunds, voids and departments to ensure consistency of standards. Ensure exchanges as appropriate paper trail of all customer challenges Refunds over £200 must be authorised by a Director of the Company. Grooming The personal appearance of all Urban Retreat staff makes and important contribution to our image and reputations. Therefore it is important to follow the grooming guidelines of Urban Retreat and the Store. Failure to achieve these necessary standards could result in disciplinary action Uniforms to be clean and pressed. Your name badge accompanies your dress code so this should be worn at all times Ensure that you staff follow the grooming directives Housekeeping To ensure rooms, equipment and utensils are maintained to a high standard of tidiness and cleanliness as per room plan on a daily basis. Perform spot checks. Senior therapist to report back on a weekly basis Health & Safety and Hygiene You should report any accidents, breakages, spillages no matter how minor, into the Accident book and inform HR Manage and maintain order and hygiene of trolley and do weekly inspections of treatment rooms. Ensure weekly housekeeping is followed through. Perform Risk assessment Perform Risk assessment in the beauty area. Ensuring no staff or person is put at risk as a result of entering the salon. Perform annually. Conduct risk assessment of a new expectant mother in line with HR procedures and make necessary adjustments to support safety and comfort Ensure annual Pat testing is performed Document testing with dates Maintaining health and safety with equipment. Merchandising/Stock To ensure products and equipment for treatments are in professional working condition and that stock levels are always maintained Ensuring operational and IT problems are kept to minimum and dealt with promptly Working Relationships Customers, department and management Establish and maintain good working relationships with team. Maintaining regular liaison with Clients, Urban Retreat team and Store team Management and team as appropriate Sundry Duties To undertake other tasks as directed During ‘down-times’ to assist team-members with general duties and meet and greet clients offering guided tours of the salon. Assist the reception team in checking clients in and booking reservations To document any information on the Record accurately and immediately. Always initial, date reservation system client notes regarding and time notes you have made on the client notes. E.g. any relevant information that your your colleagues may need to be informed that a client is colleagues need to be informed of running late, or that you have found out that it is the client’s birthday and therefore ask for the customer service manager to arrange a complimentary glass of champagne for her etc. Manage checking-in procedure for guests. It is important to note client’s appointment times. Do Take special note of the clients not check a client in on the reservation system if she is appointment time. If they client is late for 15 minutes or more late for her/his appointment. When her appointment, inform her of our Late checking a client in always confirm the clients name and Policy surname so not to check in the incorrect client. Also confirm the appointment / service provider that you are checking the quest in for. When making an appointment it is important to re- confirm: name, surname, contact number, postcode, email a d d r e s s , treatment and times to avoid misunderstanding. Find out how your guest would like to be addressed: Miss, Mrs etc Inform guest of late policy if they are running late. [see policy and procedures at the end of the job description] SKILLS ESSENTIAL • Minimum of 3 years management experience in a Salon/Spa environment and of managing and motivating a team • Technical excellence and must possess minimum NVQ III or equivalent • Microsoft Package: Word ( intermediate) and basic Excel • Hot waxing experience or qualification desirable • Experience and proficiency in one or more of the following brands preferable: Murad, Guinot, La Prairie, Thalgo, Crème de la Mer • Ability to demonstrate excellent organisational skills • Retail Sales Experience • Strong business skills and industry knowledge/awareness • Creative problem-solver • Experience of tracking and accounting for income and expenditure • Possess excellent literacy and numeracy and written and verbal communication skills • Demonstrate attention to detail and time management • Experience of setting and implementing standards and training • Ability to act with diplomacy and discretion • Ability to mentor and provide tactful guidance DESIRABLE • Hot waxing experience or qualification • Experience in one or more of the following brands: Guinot, La Prairie, Thalgo, Crème de la Mer, • Knowledge of Spa Reservation systems i.e. Premier Spa ATTRIBUTES • Professional attitude • Innovative • Managerial flair • Exhibit eloquent manner of conduct • Calm, patient and polite manner • Flexibility • Ability to work on own initiative and delegate responsibilities • Committed to providing excellent customer care • Attention to detail/methodical • Committed team player PHYSICAL REQUIREMENTS: • Ability to continuously stand, walk or bend • Ability to lift objects up to 10kg • Ability to do repetitive movements such as sitting, standing, walking, bending, kneeling, ascending and descending stairs • Use of hands, fingers, forearm and entire body to provide body massage treatment which is continuous.