Wellness Center Assistant Manager

Summary

The Omega Wellness Center is Omega’s campus ‘spa’, offering a variety (over 45) services, e.g. massage, shiatsu, reflexology, energy work, facials, shamanic healing, intuitive guidance, and astrology readings. We are a high-volume center and requires that staff are able handle a fast paced work environment – answering questions with confidence and skill, while doing so with grace and enthusiasm so that our guests feel cared for and nurtured along the way.

The role of the Assistant Manager is to assist with supervision of the Wellness Center’s back-of-house needs (providers, facilities, equipment and supplies) and front-of-house (reservations, customer service, seasonal staff issues) while working in collaboration with the Manager to successfully run the center. This role focuses on provider relations, facility supervision, equipment/supply procurement and maintenance. Should the Manager not be available, this individual is the contact with regard to complex and/or urgent needs, such as long-term shift alteration, skill set adjustments, payroll inquiries, and deeper emotional/practical support.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Providers

• • Monitors and updates provider contact information, hire paperwork and insurance.
  • Maintains provider skillset profiles so they are accurate for booking.
  • Orients new arrivals and assists with paper work.
  • Reviews visual bookings to ensure proper room assignment and available equipment along with booking maximization and percent load.
  • Promotes providers and service (in collaboration with Manager) at weekly meetings and via fliers for special services.
  • Monitors and observes provider behaviors and situations, keeping notes and reporting to the Manager on these promptly and/or as data accumulates.
  • Co-creates and establishes provider community in such ways as: daily circle, weekly emails, special events, hello/goodbye cards, outings/innings/appreciation, etc.
  • Acts as liaison between Wellness Center and providers as needed.
  • Reviews upcoming guest numbers and special schedules, assists in expediting call-ins, call-offs, special promotions and staff appreciation opportunities.
  • Administers breaks, adjust start/end times and make advance decisions regarding future bookings.

Reservations and Customer Service

• • Assist with training staff in customer service standards as well as staff policies.
  • Train staff in computer booking functionality as well as on services provided.
  • Review upcoming campus guest numbers and special schedules, nothing optimal booking times for each guest type and maintaining an awareness of workshop schedules, campus events, daily open classes and meal times.
  • Review appointment notes in visual book and share where needed. View visual book regularly for current and future appointments that may be improperly booked or allocated (service and/or location) and adjust for accuracy.
  • Promote multiple bookings to ensure a richer, more memorable guest experience.
  • Handle guest complaints, no-shows and general guest concerns with proficiency and ease.
  • Process all Point of Sale (POS) transactions, such as services and upgrades, tips and retail.

Facilities

• • Oversees Wellness Center and annex locations ensuring they are properly stocked, clean and aesthetically pleasing. Provides direction to staff to expedite this as needed.
  • Checks cleanliness and adequate stocking of wellness lobby, bathroom, supply closet, treatment rooms and linen closet.
  • Coordinates facility repairs promptly and proficiently, alerting Manager to any occurrences.

Equipment and Supplies

• • Stays well-versed in each modality, being aware of any special materials, needs or requirements associated with these services.
  • Monitors, restocks and submits orders to Manager for supplies (oil, lotion, crème).
  • Monitors linen usage, deliveries and ongoing inventory and reports to Manager as needed
  • Ensures that provider supplies are accessible, properly stocked and well maintained
  • Ensures that product and supply deliveries are promptly retrieved and placed into inventory
  • Oversees equipment use, allocation and maintenance of such items

Other expectations

• • Supports Manager in all aspects of operations with regard to facility needs and provider relations
  • Upholds wellness policies and procedures and hold providers accountable to these
  • Be proactive in role and work with Manager to address questions that arise, being certain to communicate challenges and needs as they occur
  • Demonstrate initiative and leadership, taking ownership of the task at hand and bringing resolution in a timely manner
  • Successfully multitask in a versatile position that encompasses more than just one area of focus
  • Navigates the Cenium software with ease and proficiency
  • Maintains a friendly and professional attitude at all times while working successfully in a high paced, demanding environment
  • Communicates often and thoroughly with team about provider or operational concerns
  • Monitors wellness email throughout shift and respond in a timely and precise manner
  • Maintains the confidentiality of our wellness providers
  • Other duties as required by Manager

Supervisory Responsibility

• • Ability to manage 50 individuals (Concierge, Lead Concierge, Provider Support Supervisor and Providers) whose needs vary and who might require a great deal of attention and care.
  • Ability to oversee the successful operation of 4 facilities and 15 treatment rooms.
  • Invested in the potential of Omega and the Wellness Center and eager to promote what we have to offer.

Work Details

• • This position functions in Omega’s Wellness Center.
  • This is a full time position.

The dress code is business casual, staff’s appearance should be clean and professional. Denim (pants, skirts, shorts that are clean and free from rips) and open-toed shoes are permissible. Tops should be plain, without logos or images.

Physical Requirements:

• • Ability to frequently move items that weigh 30-50 pounds for various needs.
  • Ability to remain in a stationary position 50% of the time.
  • Ability to traverse a hilly campus in diverse weather conditions.
  • Ability to position self to perform diverse job tasks as necessary.
  • Ability to communicate information and ideas so others will understand, and ability to exchange accurate information in these situations.
  • Ability to observe details at close range.

Required Experience/Qualities

• • 2 years supervisory experience required.
  • Minimum 3 years Wellness Center/Spa experience required.
  • Strong Leadership Skills - capability to collaborate with seasonal staff, providers and Manager to offer new ideas and insights
  • Driven to create a nurturing and professional space for the team of providers while upholding and maintaining all wellness policies
  • Ability to understand, analyze, and work with numbers, complex and varied information and organizational structures
  • Technical proficiency – strong computer skills (mandatory), proficient in Excel and Word and ability to learn complex software systems
  • Strong communication skills – able to clearly convey information verbally and/or in writing, actively listen and provide thoughtful responses
  • Attention to detail - Fast learner, flexible, organized and able to multi-task in a demanding, fast-paced environment
  • Customer Service & Customer Experience Skills - possess a friendly, welcoming and approachable demeanor, shows empathy and remains patient in stressful situations
  • Team collaboration – works well with others to ensure a seamless guest experience
  • Shows initiative - completes background tasks without needing to be asked
  • Conflict Resolution Skills - skillfully troubleshoot unforeseen situations, think quickly and know how to find alternative solutions
  • Comfortable with cleaning tasks, e.g., trash removal, vacuuming, folding linens, etc.

Compensation

Seasonal staff work full-time. Seasonal staff receive a compensation package that includes:

• Wage
• Indoor housing
• Three delicious meals per day in our mostly vegetarian Dining Hall
• Access to Omega’s team member benefits
• This compensation package is at minimum equivalent to the New York State minimum wage.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.

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Before submitting your application, please read our Frequently Asked Questions.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Omega complies with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable New York State or local laws. Consistent with those requirements, Omega will reasonably accommodate qualified individuals with a disability if such accommodation would allow the individual to satisfactorily perform the essential functions of the job, unless doing so would create an undue hardship.

Omega Institute for Holistic Studies, Inc. (“Omega”) is an equal opportunity employer and complies with all applicable federal, New York State, and local laws. We celebrate diversity and are committed to creating an inclusive environment for all. As a community of learners, we are committed to putting our organizational aspirations into practice, as outlined in our Justice Equity Diversity Inclusion (JEDI) Statement.

Omega strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of actual or perceived race; color; creed; age; religion; national origin; citizenship status; sex (including pregnancy, childbirth, and related medical conditions); gender (including gender identity); sexual orientation; disability; marital status; partnership status; familial status; status as a victim of domestic violence, stalking, or sex offenses; genetic predisposition; veteran’s status; military status; or any other basis protected under applicable federal, state, or local laws, regulations, or ordinances. All Omega employees, other workers, and representatives are prohibited from engaging in unlawful discrimination. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment