Spa Director

Job Description: Spa Director – Full Time 

Classification: Exempt, “At Will” Work Status 

Reports To: Owner 

Status: Full-time 

Greentoes Studio/Spas is Tucson’s leading Eco-friendly Nail Salon and Day Spa offering manicures, pedicures, facials, massage, body treatments and waxing services. We provide a professional work environment, exceptional customer service and luxury spa treatments, utilizing organic and vegan products. To thrive in this role, you’ll need to possess and practice people skills, work independently, communicate effectively, as well as be organized. You will be required to meet with the owner on a weekly basis and be a liaison amongst managers, employees and / or the owner when appropriate. We are looking for a motivated individual, with a proven track record in staff management, customer engagement, marketing, and business development in salon / spa or similar business systems and responsibilities. You need to work efficiently and effectively with all staff, the owner, vendors, and the community. The right candidate will be able to work independently, as part of a team, communicate successfully, and play an integral role in the future growth of Greentoes, its team building, sales and overall vision. 

OVERALL MANAGEMENT RESPONSIBILITIES (Essential Functions):  

Staff Management and Human Resources 

• Lead by example, providing warm and professional communication with guests and employees 
• Lead with an accountability through character education and goal setting 
• Lead in continuous improvement of policies and operating standards 
• Empower employees to provide exceptional customer service   
• Assess, develop, implement, and coach all employees including managers and service providers as individuals and a team 
• Conducts regular staff and professional development meetings based on owner / director collaborations 
• Empowering employees through training and creating SOP’s business standards for extraordinary customer service 
• Responsible for the overall training in character development and procedures in a spa environment 
• Administer handbook, customer service, and HR policies and procedures for team continuity 
• Utilizing Spa Software program, provide payroll reports for owner 
• Manage the recruitment process: post job openings, screen resumes, coordinate interviews, all within a timely manner 
• Schedule and or participate in performance evaluations of all employees 
• Ensure compliance with business and staff licensing and state/federal regulations 
• Keep records regarding employee inquiries, complaints and disciplinary actions 
• Keeps records of incident reports 
• Maintain in-depth product and service knowledge of the offerings of the company 
• Fill in all necessary employee, management and or administrative roles as needed or requested 

Customer Engagement and Marketing 

• Continue high standards in customer service and satisfaction 
• Communicate with customers by following up to ensure complaints or problems are resolved and action is taken to avoid reoccurrence 
• Investigate and resolve customer inquiries with charges and refunds  
• Support marketing and multiple lead generation activities by assisting with campaigns including monthly e-newsletters, social media, postcards, etc… 
• Post and/or supervise relevant content on our Social Media platforms 
• Help manage and track relevant marketing ratios 
• Get customer feedback and track results 
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Business & Retail Strategy and Business Development 

• Responsible for assisting with the development of the overall vision, goals and strategic planning 
• Set monthly and quarterly business objectives for revenue, profit, retention and other 
• Implement plan with consistent communication with owner 
• Define, track and report KPIs. Filter KPIs to operations team for goal setting and celebration of achievement of goals  
• Ensure a financially successful retail operation and guest experience of retail  
• Introduce fresh merchandise, rotate merchandise and provide/train team members in product knowledge for guest service and increased retail revenue  
• Evaluate retail price structure item per item for highest revenue and lowest cost of sales possible. Shop the comp set for pricing strategy.   
• Collaborate with owner and Spa Team on treatment and menu offerings. Review and refresh offerings in line with current guest and industry trends.   
• Increase revenue by developing business development opportunities with strategic partners – including nearby hotels, businesses, and Airbnb managers  

Inventory and Equipment 

• Manage inventory of all products, office supplies, including spa and salon retail, and back bar products  
• Keep accurate reporting of inventory of back bar and retail for financial reports 
• Maintain relationships with vendors to ensure best pricing and service 
• Oversee laundry operations including equipment and supplies 
• Handle minor IT, POS and equipment issues 

 MINIMUM EXPERIENCE AND EDUCATION 

• Strong leader and manager of employees 
• Strong business and basic finance administration knowledge 
• Solid experience delivering customer service 
• Basic accounting skills 
• Experience managing the calendar of a multi-system schedule 
• Proven results with traditional and digital marketing campaigns  
• Knowledge of booking software would be very useful but not essential (we’ll train you) 
• Ability to produce business correspondence, proofread for grammar, spelling and punctuation with a high degree of accuracy 

PREFERRED EXPERIENCE AND EDUCATION 

• Bachelor’s Degree and 10 years in administrative work experience 
• Or Master's degree in Administration or Management 
• Bilingual in English and Spanish (preferred but not a requirement) 

WORKING CONDITIONS/PHYSICAL REQUIREMENTS  

• Sitting 50%Standing/walking 50% 
• Moderate to moderately noise levels in a salon and spa setting. 
• Minimum lifting requirements of 35 pounds in order to accept equipment deliveries, and pack and unpack office supplies, retail and back bar products. 
• Frequent client and interoffice personnel interaction as this position meets and greets visitors; heavily dependent on excellent customer interaction. 
• Hearing – Must be able to hear telephonic equipment and comfortably communicate with clients and others by telephone and in person. 
• Near Vision - The ability to see details at close range (within a few feet of the observer) as required for business software, and operating office machines.  
• Exceptional hand dexterity and typing skills to work with standard software programs provided. 
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PERFORMANCE STANDARDS: 

Must bring all of these characteristics to this role: leadership, management, self-motivation, effective time, organization, dependability, positive attitude and a strong interest in natural health and healing, in an eco-friendly environment.