Spa Manager

• Demonstrates and reinforces excellent customer service to promote a positive customer orientation in the salon and ensure efficient, quality service.
• Follows and reinforces Great Clips' greeting, introduction and send off procedures.
• Makes eye contact, smiles and projects a positive attitude.
• Promptly and effectively resolves customer complaints using the recommended process and focusing on customer satisfaction; maintains all records regarding complaints and redos.
• Focuses on salon cleanliness, wait times, service and convenience.
• Demonstrates and reinforces proper use of the telephone.
• Reinforces proper consultation procedures and customer service standards.

• Recruit, selects, trains/develops and evaluates salon staff to assure that staff levels meet salon needs, there is a high degree of motivation and retention of current staff, and high standards of quality are maintained in the salon.
• Completes certification reviews and quality checks and monitors the Quality Program; documents and provides feedback on technical quality.
• Promotes and maintains high standards of technical quality in the salon.
• Actively recruits, interviews and selects employees.
• Conducts timely performance and salary reviews; documents and provides ongoing feedback.
• Enforces policies and procedures; keeps informed of employment laws and maintains complete personnel files for each employee.
• Maintains excellent communications within the salon; builds positive, fun working relationships with staff and promotes teamwork.

Manages and monitors all areas of salon operations to ensure compliance with Fitness Center systems, operating procedures and policies, and maintains consistent scores of 75 or greater on FOR Forms with complete system support.

• Completes all required reports accurately, assuring that they are readable and timely; reports sales figures in to home office/Franchisee as required.
• Schedules for 10-minute wait times based on traffic flow, wait times, projections and promotions.
• Follows and reinforces proper appearance and apparel standards.
• Facilitates salon meetings; presents ideas and information.
• Attends required training, workshops and meetings.
• Monitors inventory levels to ensure adequate supplies are available to meet salon needs.
• Manages opening and closing of salon.

Manages expenses against budget and maintains continual awareness of expense/loss control to ensure effective management of expenses.

• Responds to problems when they occur, such as over/shorts, missing invoices, etc.; follows through to resolution.
• Manages workers' compensation claims and return to work situations applicable with laws and salon needs to manage claims effectively.
• Completes incident reports as required.
• Schedules effectively to manage payroll costs and ensure staff productivity can be attained.
• Effectively manages and controls variable expenses.

Uses the Fitness Centers Customer Service and Technical System to provide quality haircuts and permanents to customers to retain their business and project Fitness Center as a quality hair care provider.

• Follows and reinforces the Fitness Centers consultation steps.
• Follows and reinforces Fitness Centers Customer Service System to assure quality results and customer satisfaction.
• Maintains an average service time of 13-18 minutes for haircuts and 120 minutes or less for permanents.
• Follows and reinforces instructions and warnings on labels and uses products correctly

Recommends/suggests product purchases to customers to maximize product sales and to ensure they are using the right product for their hair type/style.

• Responds to questions about products from customers and stylists.
• Keeps up-to-date on current and new products in the salon.
• Discusses and recommends product with every customer.
• Follows and reinforces proper sales techniques for sale of retail products.

Maintains equipment and reinforces salon cleanliness and appearance to ensure a positive customer perception of Great Clips.

• Cleans lobby tables, straightens and cleans display shelves, keeps front desk clean and neat; keeps station and equipment neat and orderly.
• Sweeps hair between customers, cleans sinks, shampoo pads and perm trays.
• Shares in the cleaning responsibilities by cleaning restrooms, break room, office, sweeping sidewalk, cleaning windows and picking up trash.

Performs other projects, work and activities as assigned to ensure continues service to customers.