Floor Manager, River Oaks

Location: Houston, Texas
Job # 11517326
milk + honey was founded in 2006 by Alissa Bayer, and has since become Texas’ premier destination for an exceptional day spa experience. From a single standalone spa in downtown Austin, milk + honey has grown to include a collection of five spas—with two more slated to open in early 2019 and national expansion on the horizon. With a core menu of therapeutic treatments and select seasonal specials, milk + honey operates with a philosophy centered on healing, wellness, and relaxation. milk + honey spas use only the cleanest products for every treatment and the brand is a champion of organic, non-toxic ingredients. milk + honey’s eponymous product line—used throughout the spas and sold in-spa and online—was born in 2013 and developed in collaboration with a team of more than 50 estheticians and massage therapists to be hyperclean and effective, made with only the highest-quality ingredients and pure essential oils. milk + honey was at the forefront of the clean beauty revolution over a decade ago and continues to redefine and democratize the day spa experience for everyone by providing therapeutic and accessible respites and effective and luxurious skincare products to indulge, unwind, and cleanse the body and mind.

The Floor Manager performs a full spectrum of duties, ensuring exceptional client service, employee satisfaction and the financial health of the business. The Floor Manager position will average 40 hours per week with a semi-fixed schedule. The Floor Manager will hold Concierge shifts, Spa Host shifts and rotate in and out of the schedule to relieve Partisans for breaks and to keep up with the spirit of the Concierge position. Nights, weekends and availability for MOD shifts and additional manager support, as needed.

In addition to the Concierge responsibilities, additional duties include:
Customer service
  • Holds a strong presence on the floor, constantly circulating between the back of house and front of house to establish connections with staff and clients.
  • Handles in-the-moment client recovery and follows up with clients and appropriate team members, including responding to client surveys.
  • Ensuring the point of contact for groups and parties is prepared for arrival.
  • Ensuring that Concierge staff is well integrated into milk + honey and builds strong ties with other Spa Partisans.
  • Creates a motivational environment for Concierge staff by communicating contests for daily/pay period/monthly/quarterly goals and tracking + communicating successes and opportunities.
  • Monitor key Concierge metrics and Concierge staff performance. Motivate and inspire the Concierge team.
  • Displays a professional attitude and maintains composure; providing the Concierge team with a positive and motivating work environment and leading by example.
  • Works closely with Leadership to ensure spa and salon protocols and company standards are maintained.
  • Actively participates in overseeing training for new hires, communicating status of new hire training with team and creating action plans for anyone needing additional support.
  • Develops and updates procedures, policies, scripts and important materials to ensure that the Concierge team has the tools to deliver excellent customer service.
  • Possess the ability to pinpoint morale issues and areas of opportunity within the Concierge team, maintaining communication with Leadership and collaborating on solutions.
  • Is the lead contact for the Concierge staff and the Leadership Team in regards to all Concierge duties.
  • Ensuring all equipment is appropriately labeled and functioning correctly, educating staff members in its proper usage and coordinating with Leadership regarding any repair, replacement or maintenance required.
  • Responsible for monitoring the Concierge schedule and any necessary changes or adjustments
  • Works closely with reservations staff for daily changes to therapists’ and clients’ service schedule.
  • Delivers feedback and participates in preparing and delivering performance reviews to Concierge staff.
  • Participates in quarterly Concierge staff meetings, coordinating with Leadership to ensure attendance.
  • Conduct and manage monthly and quarterly inventory and loss prevention.
  • Provides daily motivation for team including role playing retail sales scenarios with Concierge to ensure goals are met. Ensures that retail shelves are dusted and stocked.
    Named one of Austin Business Journal's "Best Places to Work," milk + honey is deeply committed to helping you achieve your personal and professional goals. We believe that happy employees, thorough training, wonderful service, and an encouraging environment result in happy clients who return often.
    If you are ready to be a part of an award winning team, please complete our online application.
    milk + honey is an Equal Employment Opportunity Employer and is a drug-free workplace.
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