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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.
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