Spa Coordinator

Rescue Spa is seeking an experienced, results-oriented leader to help manage our New York city Spa. This role would work closely with Rescue’s senior leadership team, as well as other key members of the management team. This is a “hands on” position – both leading and performing daily operations work. This position the eyes and ears of ownership so they need to think and act as if they “own” the business from a financial and operational perspective.

The ideal candidate is a self-starter that is able to dive in quickly to assess our current operations, determine the best strategies to achieve our goals and then actually execute those plans and “get things done.” They will possess a great deal of strength in financial management and controls, be a hiring magician and a sales genius. The ability to prioritize, act with a sense of urgency while maintaining a calm and professional demeanor is critical. An unwavering focus on delivering the most magical client experience while balancing the needs of the business is also necessary.

They will be comfortable working in a fast-paced environment where the focus is on rewarding results. Additionally, experience integrating the best practices from bigger corporate companies with the flexibility and face pace of a family business is helpful as we all “wear many hats” and “hands on” work is needed to create and implement new systems, processes and policies to solve business challenges that will help us to sustain our growth. And, even when not onsite, this person is responsible for ensuring that the operation is running smoothly and is always the first call when an unexpected issue or the crisis arises.

Job Responsibilities
Below is a general list of responsibilities but by no means is this is complete list because, as with any business, priorities and goals are always evolving.
Client Experience
• Create and maintain a 5-star client experience that is personal, unique, memorable and most importantly, consistent regardless of the time of day or staff member seen
• Maintain a focus on Client Retention so that we sustain a book of loyal clientele
• Create a true VIP program to manage our priority clientele
• Manage day-to-day bookings for NYC location
• Manage Customer Service support (calls, emails, chats) for e-commerce business
• Ensure client bookings are always optimized and the spa is maximizing occupancy
• Ensure a focus on Service Sales & Upgrades to help ensure clients always receive the right service
• Ensure a focus on Product Sales and creating a more effective retail sales strategy
• Improve and/or create reports to assess and monitor the health and performance of the business
• Drive social media opportunities
• Ensure product inventory is managed accurately and maintained to support ongoing demand

Operations
• Manage day-to-day operations and staff including staff and client schedule
• Improve and/or establish policies, procedures & processes to ensure seamless spa operations
• Recommend and help to implement improvements to key customer service technical systems such as booking software and telephone systems
• Where applicable, partner with PHL spa leadership team to help to establish consistency of spa operations policies, procedures and processes between locations

Human Resources
• Direct supervision of team of managers, estheticians, technicians and support staff
• Hire and retain top quality talent (service providers, front office, housekeeping, etc.) and transition out underperforming staff
• Create a more formal onboarding and continuing education program for both service providers and front office teams

Minimum Qualifications
• 5 years of progressively responsible experience in hospitality industry
• Experience in the beauty/spa/salon, retail and/or restaurant industries
• Proven success managing all aspects of a 5-star operation (hotel, restaurant, spa, etc.)
• Authorization to work in the United States