Our Culture
Our unique culture is at the heart of all we do and is guided by our values and behaviors. It’s what we expect of ourselves and each other every day. We call them the “Actions We Live By.”
Our Core Values:
Actions We Live By. It’s who we are when we step into our full power.
Keep It Real. Always. We need open and honest discussions. We need courage to speak up and to call things out that aren’t good enough. And we navigate tough conversations with empathy and grace.
Think Ahead. Be An Owner. Always be proactive, not reactive; be on the front foot. If we want to be an owner of this business, we must act like it!
Stay Humble. Hustle Harder. Show up and do the hard work. Be a gritty, roll-up-your-sleeves kind of crew. Know it’s never about one person–we are a part of a powerful team.
One Team. One Voice. Be ONE united team. When we move in the same direction, there are no limits to what we can accomplish.
Be Curious. Ask Why. Stay member curious. We seek to understand, and we never settle. We ask questions to truly understand the core of a matter.
General Summary
The Assistant Manager of Guest Services is responsible for the overall success of the Spa and Salon. Provides exceptional customer service for the members and guests of PRO Club, while enforcing club rules and policies. Guest service is performed with enthusiasm and friendliness and a willingness to help others. Adherence to The Bay Club’s Actions We Live By is expected and is crucial to the success of PRO Club and The Spa and Salon.
Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
Primary Job Functions
- Responsible for the overall guest service experience, consistently evaluating and adapting processes when necessary to ensure we are providing a world class guest service.
- Shares responsibility for the success of the Spa and Salon with an understanding of the P&L to identify potential adjustments, discrepancies or opportunities.
- Recognizes opportunities to reduce expenses and increase revenue and profit.
- This position requires presence on the floor on a consistent basis, working a regularly scheduled shift(s) to ensure engagement and interaction with the guest service team, member and guests.
- Provides high level overviews, engaging Spa and Salon Manager and Director for on-going guest service-related situations and occurrences.
- Manages all aspects of guest service and acts as the first point of contact for all concierge and guest issues, including but not limited to follow up, feedback and concerns. Follow up with providers when applicable.
- Identifies, develops and provides on going training to Guest Service Supervisors.
- Support Guest Service Supervisors in all aspects of their positions.
- Responsible for the organization, standard operating procedures and consistency of the Guests Services team including daily operations, software programs and all other protocols.
- Provides training and development pathways for educator, supervisors and supervisors in training.
- Ensures Concierge Supervisors are fully trained in their position and participate in on-going development.
- Manages and continues to develop the guest service education and development.
- Responsible for the organization, enrollment and payments for the Executive Locker Rooms.
- Processes Guest Services team payroll, ADP submissions and time off requests.
- Manages the Guest Service team components of human resource reports, deadlines, renewals and audits including but not limited to benefit management, hours and license expirations, correction notices, leave of absences, hiring and separations.
- Creates Guest Service schedules ensuring proper coverage based on business needs in a timely manner. Adapts as necessary.
- Ensures all policies and procedures are followed and communicates any issues or recommendations for changes to Spa and Salon Manager and Director.
- Supports Spa and Salon Manager and Director with development and implementation of procedures and protocol as needed.
- Delivers and enforces spa and salon policies, rules and protocols with Spa and Salon Management which may result in performance correction notice or separation of employment
- Meets with associates to problem solve, resolve issues and communicates coaching sessions to Spa and Salon Manager.
- Supports and encourages best practices for successful service and retail sales with all associates.
- Works directly with security regarding safety issues, training, security and loss prevention
- Recruits, interviews and selects associates to fill guest service positions.
- Works collaboratively with guest services educator to provide training for new associates including on-boarding and new protocols.
- Responsible for all aspects of on-boarding and off-boarding for Guest Service associates.
- Delivers, leads by example and instills exceptional guest service standards with all associates and holds them accountable.
- Assists Spa and Salon Management in the planning and organization of marketing related projects including the coordination of promotions for services, programs and events.
- Communicates all marketing initiatives to Guest Service associates prior to launch ensuring sufficient time for any adjustments
- Supports Guest Service team in reviewing performance and providing growth opportunities.
- Plans and executes meetings for Guest Services team.
- Resolves and processes discrepancies on a daily basis, as necessary to include but not limited to accounting audits and reconciliations.
- Motivates and leads spa and salon associates.
- Ensures Show Readiness and cleanliness throughout spa and salon.
- Ensures an exceptional and consistent experience for all spa and salon guests
- Provides immediate praise for as well as opportunities for improvement for associates.
- Instills excellent guest service standards in all associates.
- Responsible for coverage of the desk and steps in as needed.
- Willing to work extra hours and be flexible with schedule when needed.
- Performs other related duties as assigned by management
Communication and Relationships
- Effectively and professionally interacts and communicates with senior management, managers, other Associates, vendors, members, senior staff, and guests.
- Promote harmonious relations among members, staff, vendors, and the community at-large.
- Communicate timely and follow up, as appropriate.
- Active participation in required events, required programs, required meetings and required trainings.
Corporate Goals & Objectives
- Promote the company’s safety goals and actively work towards ensuring a safe working environment.
- Interpret and ensure compliance with company policies and procedures.
- Actively further Spa objectives and continuously support improvement and positive change, which includes participating on corporate designated committees to improve the company and business operations.
- Make professional development a consistent priority.
- Flexibility in work schedule, as job may require day and evening shifts, weekends and holidays
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