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Manager on Duty - Reservations Center (Part-Time)

Austin, TX
After completing her MBA at The University of Texas at Austin, Alissa decided to forgo a traditional post-MBA job and instead launched milk + honey spa. Not only did she see an opportunity in Austin for a luxury day spa, but it was important to her to build something that made — and continues to make — others feel great. In January 2006, she launched milk + honey, and today, it encompasses a thriving collection of six spas in Austin, Houston and Fort Worth. In 2014, she launched milk + honey’s line of hyperclean, organic, and effective bath and bodycare products — with skincare debuting in 2019.

milk + honey's core Four Principles remain an ever-present foundational part of our processes, culture, and growth.

Care. Be kind, compassionate, and listen to one another.
Thrive. Enjoy what you do and push yourself to improve.
Inspire. Surprise, delight, and go above and beyond.
Simplify. Do more with less.
milk + honey offers our managers on duty the following benefits:
  • Ongoing training opportunities
  • Continuing education reimbursement
  • Generous discounts on treatments and products
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, through training, wonderful service, and an encouraging environment result in happy clients who return often.

Essential Manager on Duty Responsibilities
  • Working closely with m+h Leadership to implement and make continuous improvements to the RC
  • Developing procedures and call scripts (when appropriate) and other tools to ensure that the RC team performs excellent customer service. 
  • Providing the RC team with a positive and motivating work environment, including ensuring that RC staff is well integrated into milk + honey and builds strong ties with other Partisans
  • Communicating goals and statistics for each pay period. Monitor key RC metrics and RC staff performance. Motivate and inspire the RC team; provide incentives for improving the quality of calls
  • Supervise, coach, and analyze all LIVE chat activity
  • Possessing the ability to pinpoint weaknesses and areas of opportunity within the RC team, communicating them to Leadership and collaborating on solutions
  • Provide management level support to the management team as needed. Participate in the management team 
  • Possess superior customer service skills and knowledge to mediate all situations with a calm, helpful demeanor
  • Have a comprehensive understanding of our operating system and the ability to troubleshoot issues
  • Train, quiz and prep new hires and existing front desk staff
  • Demonstrate calm ability to multitask in a high pressure environment
  • Be available on a limited on-call basis for protocol and system questions
  • Set an example by being flexible and punctual in your schedule
  • Answering multi-line phone system
  • Be able to work scheduled shifts at the reservations center
  • Scheduling clients following strict m + h protocol, to maximize efficient use of time
  • Enhance guests experience and services by offering upgrades to services
  • Use our operating system effectively to make all aspects of the spa/salon run efficiently
  • Communicate with all co-workers to keep spa/salon running efficiently
  • Schedule any repairs with manager's approval
  • Speak to tech support to troubleshoot problems with operating system, printers, etc
  • Be positive, outgoing and energetic
  • Educate yourself about retail lines, sell clients the products that will help them
  • Attend all meetings and trainings required of your department or the company in general
  • Be available to work nights, weekends and some holidays
  • Check email regularly, participate in discussions, and help find solutions
  • Correspond in a friendly professional manner via email 
  • Commit to treating each member of the m+h team as your clients, listen respectfully and help others
  • Follow dress code standards
  • Adhere to any and all protocol changes issued by management
  • Drive to constantly improve the department and the spa
  • The desire and ability to exemplify milk + honey’s 4 Principles in every interaction with clients and coworkers
  • Sensitivity to unnecessary waste of product and a willingness to act to reduce waste
  • Ability to sustain reasonable physical activity for the duration of a scheduled shift
  • The willingness to adhere to all Attendance and Punctuality policies in the handbook
  • Ability to hear so as to effectively understand customer’s needs
  • Being flexible and accountable to the needs of the business in your schedule
  • The desire to personify milk + honey’s 4 Principles in every interaction with clients and coworkers
  • Must be able to sustain reasonable physical activity for the duration of a scheduled shift
  • Must be able to hear so as to effectively understand customer’s needs
  • Must be able to lift up to 25lbs
  • Exhibiting a professional, polished appearance at all times
Qualifications and Experience
  • Professional communication skills, both written and verbal
  • Must have schedule availability to include evenings, weekends, and holidays
  • Prior experience in retail, hospitality or salon/spa industry strongly preferred
  • Must have a minimum of two years customer service and one year management experience
  • Experience with salon/spa software and Microsoft office is preferred though general computer knowledge is required
  • Natural ability to sell and educate clients on products and treatments
milk + honey holdings, llc is proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
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