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Employees
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Thanks to the brands that support the development of the Spa market in Romania:
Choose your career structure:
InternshipReceptionistTherapistSpa Manager
Indoor Spa - Level 1
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Update materials: Ensures that brochures, leaflets and posters are correctly updated and well placed
Daily - check and fill gaps within 15 minutes.
Keep free snacks: Fill baskets with fresh fruit or healthy snacks in the seating area.
Hourly. All products present without exception
Emergencies: Check emergency exits and make sure they are not obstructed
Daily. All emergency exits unobstructed
Fair reservations: Watch all bookings with details being entered daily
Notes at min. 90% of the reservations of the training day
General Cleanliness: Attend general cleanup when scheduled.
Weekly - 100% participation
General Cleanliness: It is responsible for maintaining cleanliness.
Daily - 100% participation
Personal training: Attend training sessions
Weekly - 100% participation
Monthly report: Learn from a Buddy how to prepare a detailed report
Once/month - Report completed and sent on time
Indoor Spa - Level 2
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Fair reservations: Enter all bookings with correct details
Daily - Minimum 95% Accuracy
Meeting customers: greets each customer with a smile and confirms appointment details.
Every day, 100% of clients are greeted professionally
Weekly inventory: Learn from a Buddy how to check stocks of supplies and report shortages.
Minimum once/week - All stocks reported
Indoor Spa - Level 3
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Quality and inspections: Check Spa areas for compliance with standards
Daily in all Spa areas
Spa tour for new customers: Organize a short tour of the facilities for new customers to show them all the options available.
Daily, 100% of new customers are greeted, given a tour of the facilities and presented with Spa Etiquette
Complementary sales: See how special products or packages are recommended
Daily. Minimum 3 recommendations per day
Full inventory: Learn from a Buddy to take a detailed inventory of materials
Once/month - Inventories fully checked
Monthly promotion: Propose social media posts according to the communication strategy
Minimum 1 time/month
Spa Intern - Therapist - Level 1
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Keep free snacks: Fill baskets with fresh fruit or healthy snacks in the seating area.
Hourly. All products present without exception
Emergencies: Check emergency exits and make sure they are not obstructed
Daily. All emergency exits unobstructed
General Cleanliness: Attend general cleanup when scheduled.
Weekly - 100% participation
Weekly inventory: Learn from a Buddy how to check stocks of supplies and report shortages
At least once/week - Professional supplies stocks.
Personal training: Attend training sessions
Weekly - 100% attendance and punctuality
Full inventory: Learn from a Buddy to take a detailed inventory of materials.
Once/month - Inventories fully checked
Spa Intern - Therapist - Level 2
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Meeting customers: greets each customer with a smile and confirms appointment details.
Every day, 100% of clients are greeted professionally
Respecting the procedure times: training to respect treatment times
100% attendance and punctuality - on training and check in days.
Verification procedure: Observe how the guest is picked up after checking the form and describing the chosen therapy according to Spa procedures - daily
Pick up and check in time 5 minutes
Personal training: Attend training sessions
Weekly - 100% attendance and punctuality
Full inventory: Learn from a Buddy how to take a detailed inventory of materials and professional products
Minimum once/month - 100% post inventory evaluation.
Spa Intern - Therapist - Level 3
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Quality and inspections: Check Spa areas for compliance with standards
Daily in all Spa areas
Spa tour for new customers: Organize a short tour of the facilities for new customers to show them all the options available.
On a daily basis, 100% of new customers are greeted, given a tour of the facilities and presented with Spa Etiquette
Complementary sales: See how special products or packages are recommended
Daily. Minimum 3 recommendations per day
Preparation and maintenance of treatment facilities: Participates in the organization of each massage room and observes that they are properly prepared for the next client, including changing linens, cleaning equipment, ensuring general hygiene.
Daily - 100% organizing, room prep time 10 minutes
Observe and learn how a therapist makes purchases: Watch a senior therapist handing out orders for supplies
Weekly - 100% accuracy
Developing practical skills in massage / other therapies:
Attend training and learning sessions to understand massage techniques, spa therapies and products used;
work with spa therapists to learn how to apply relaxation/beauty treatments correctly
Once/week - 100% participation and punctuality
Monthly promotion: Propose social media posts according to the communication strategy
Minimum 1 time/month
Spa Host - Level 1
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Clean reception: Disinfect surfaces and keep reception organized
3 times/day - Reception area free of clutter and clean surfaces
Relaxation areas:Check the availability of towels, tea and water in the seating area
Every hour - Full stocks in 100% in time
Complaints handling: Respond promptly to customer questions or complaints
Within 5 minutes - Response time under 5 minutes
Emergencies: Check emergency exits and make sure they are not obstructed
Daily. All emergency exits unobstructed
Weekly inventory: Learn how to check stocks of consumables and report shortages
Once/week - Report all stocks
General Cleanliness: Attend general cleaning when scheduled
Weekly, 100% participation.
Personal training: Attend training sessions
Weekly - 100% participation
Customer feedback: Collect customer feedback and propose solutions
Weekly - Identifies at least one recurring problem
Team coordination: Inform the team about the week's appointments
Weekly - All appointments communicated
Full inventory: learn to make a detailed inventory of materials
Once/month - Inventories fully checked
Monthly report: Learn how to prepare a detailed report
Once/month - Report completed and sent on time
Spa Host - Level 2
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Meeting customers: greets each customer with a smile and confirms appointment details.
Every day, 100% of clients are greeted professionally
Fair reservations: Enter all bookings with correct details
Daily - Minimum 95% Accuracy
Customer feedback: Analyze customer feedback and propose solutions
Weekly - Identifies at least one recurring problem
Full inventory: Make detailed inventory of materials
Once/month - Inventories fully checked
Evaluation meetings: Attend meetings to discuss overall performance
Once/month - 100% participation and contribution
Monthly report: Prepares detailed activity and income report
Once/month - Report completed and submitted on time
Spa Host - Level 3
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Quality and inspections: Check Spa areas for compliance with standards
Daily - in all Spa areas
Complementary sales: Recommend special products or packages
Daily. Minimum 3 recommendations per day
Daily report: Prepares the day's activity report
Daily - at the end of the day. Full report 100% on working days
Weekly inventory: Check stocks of consumables report shortages
Once/week - All stocks reported
Weekly promotion:Propose social media posts according to the communication strategy
Minimum once/week
Welcoming guests: Pick up guests from the reception / seating area
Daily - 100% of guests professionally greeted
Informing policies: Inform guests about Spa etiquette
Daily - 100%
Checking daily schedules: Check the schedules in the scheduling system and notify the front desk if an error is found.
Daily - With an accuracy of 100%
Check the records:Verifying information and maintaining confidentiality.
Daily - 100%
Managing requests: Be prompt and solicitous to customers.
Daily - 100% in less than 2hrs
Massages and Treatments: Perform the simplest therapies, recommend what suits each client best - Daily
Perfectly masters 1 type of massage and 2 types of body treatments
minimum 90 % positive feedback
minimum 1 retail product/ customer
Customer Care: She observes and learns after each treatment, evaluates client reactions and adjusts procedures to improve their experience and achieve the desired results.
Daily - 100 % accuracy
General Cleanliness: Attend general cleaning when scheduled
Weekly, 100% participation.
Personal training: Attend training sessions
Weekly - 100% participation
Customer feedback: Collect customer feedback and propose solutions
Weekly - Identifies at least one recurring problem
Technical equipment audit: Report equipment status and technical problems
Once / month - 100% problems reported
Junior Therapist - Level 2
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Reporting grievances: Notify the senior therapist of guest complaints
Whenever they occur - Immediately
Massages and Treatments: Perform the simplest therapies, recommend what suits each client best - Daily
Perfect 2 types of massage and 2 types of body treatments
Customer feedback: Analyzes customer feedback and proposes solutions
Weekly - Identifies at least one problem
Full inventory: Assists with inventory of consumer and retail products
Once/month - 100% accuracy
Evaluation meetings: Attend meetings to discuss overall performance
Once/month - 100% participation and contribution
Junior Therapist - Level 3
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Observation Therapeutic standardsi: Observes standards, communicates to the senior therapist t0all treatments carried out and self-evaluates compliance with standards
Daily - 100% accuracy of application of standards
Massages and Treatments: Performs the simplest therapies, recommends what suits each client best - Daily
Perfect 3 types of massage and 3 types of body treatments
minimum 90 % positive feedback
minimum 1 retail product/ customer
Check stocks: Assist with stock checks and ordering.
Weekly - 100% Accuracy
Consumer reports: Assists the therapist to learn how to create consumer records
Once/month - 100% accuracy
Meeting customers: Greet customers on arrival with a friendly attitude and confirm appointments
Daily - 100% of clients greeted professionally
Check appointments: Review the day's appointments to avoid overlaps
Daily - Minimum 98% accuracy in scheduling
Phone management: Answer calls and provide information about services and availability
Immediate - Answer in maximum 3 calls
Making appointments: Enter the schedules in the management system
Daily, Minimum 95% accuracy
Clean reception: Keep reception organized, clutter-free and disinfect surfaces
Every shift change - Clean reception in 100% on time
Assisting customers: Guide customers to Spa areas and provide information about facilities
Daily - 100% correctly guided clients
Selling products: Recommend relevant Spa products to customers and provide details of promotions
Daily - Minimum 2 sales per day
Update materials: makes sure that brochures, leaflets and posters are correctly updated and well placed, refills if necessary
Daily - materials fully updated
Collecting feedback: Notes feedback received from customers and identifies the main complaints
Daily - Minimum 90% feedback collected
Emergencies: Check emergency exits and ensure that they are not obstructed
Daily - All emergency exits unobstructed
Learn to write a weekly report: Prepare under supervision a report of the week's activities, including customer feedback
Once/week - Report completed and submitted on time
Learn how to take inventory - Learn how to check stocks of towels, slippers and other reception supplies
Once/week - All stocks reported on time
Attending meetings: Take part in monthly team meetings to discuss overall performance
Once/month - 100% attendance
Personal feedback: Asks for feedback on their performance from their line manager or colleagues
Once/month - Minimum 1 feedback session received
Continuous training: Attend training sessions
Once/month - 100% participation
Monthly report - Learn how to prepare a detailed reception activity report
Once/month - Report complete and delivered on time on the last day of the month with accuracy 100%
Junior Spa Receptionist - Level 2
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Weekly report: Prepares a report of the week's activities, including customer feedback
Once/week - Report complete and sent on time
Take inventory: Check stocks of towels, slippers and other reception supplies
Once/week - All stocks reported on time
Monthly report: Prepares a detailed report of the work at the reception
Once/month - Report completed and delivered on time on the last day of the month with accuracy 100%
Reception audit: Learn how to check the condition of reception equipment and report any technical problems
Once/month - Participates in the preparation of reports and reporting of problems
Promotional campaigns: Assist in the implementation of monthly campaigns
Once/ month - 100% supported campaigns
Junior Spa Receptionist - Level 3
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Reception audit: Checks the condition of equipment at the reception and reports any technical problems
Once/month - 100% of problems are reported
Promotional campaigns: Assist in the implementation of monthly campaigns by informing clients and organizing the necessary materials
Once/month - 100% supported campaigns
Welcoming guests: Pick up guests from the reception / seating area
Daily - 100% of guests professionally greeted
Informing policies: Inform guests about Spa etiquette
Daily - 100%
Checking daily schedules: Checks the schedules in the scheduling system and if an error is found, notifies the reception
Daily - accuracy of 100%
Check the records:Verifying information and maintaining confidentiality
Daily - 100%
Massages and Treatments: Performs relatively simple therapies, recommends what suits each client best - Daily
Master at least 30% in Menu
minimum 90 % positive feedback
minimum 15% 15% retail product sales
minimum 50% reprogrammings - local customers
Collecting feedback: Notes feedback received from customers and identifies the main complaints
Daily - Minimum 90% feedback collected
Managing and checking equipment - Manages and checks the maintenance and correct functioning of the equipment and products used
Once/week - 100% accuracy
Attending meetings: Take part in monthly team meetings to discuss overall performance
Once/month - 100% attendance
Personal feedback: Asks for feedback on their performance from their line manager or colleagues
Once/month - Minimum 1 feedback session received
Continuous training: Attend training sessions
Once/month - 100% participation
Technical equipment audit - Report equipment status and technical problems
Once/month - 100% problems reported
Spa Therapist - Level 2
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Notification of grievances: Notify the head therapist of guest complaints
Whenever they occur - Immediately
Evaluation and recommendation: Assess and recommend to the guest the treatment/massage as required
Daily - 100 % accuracy and professionalism
Massages and Treatments: Performs relatively simple therapies, recommends what suits each client best - Daily
Master at least 50% in Menu
minimum 90 % positive feedback
minimum 15% 15% retail product sales
minimum 55% reprogrammings - local customers
Ensuring hygiene and safety standards: Is responsible for maintaining a safe and hygienic environment for all clients and coworkers. Must ensure that the Spa complies with all health and safety regulations.
Once/week - 100% accuracy
Massages and Treatments: Performs relatively simple therapies, recommends what suits each client best - Daily
Master at least 30% in Menu
minimum 90 % positive feedback
minimum 15% 15% retail product sales
minimum 50% reprogrammings - local customers
Spa Therapist - Level 3
▶
Massages and Treatments: Perform therapies, recommend what suits each client best - Daily
Master at least 70% in Menu
minimum 90 % positive feedback
minimum 17% retail product sales
minimum 55% reprogrammings - local customers
Reporting: Carries out and reports requirements to the Chief Therapist
Once/week - 100% accuracy
Welcoming guests: Greet guests on arrival, confirm appointments and check-in, smiling throughout the interaction.
Daily - 100% of guests greeted professionally
Managing electronic mail: Write an email and respond to a guest's standard requests
Daily - Within 60 minutes of receiving the email
Phone management: Answer calls using scripts and provide detailed information about services and availability, smiling throughout the call
Daily - Answer in maximum 3 calls
Informing policies: Inform guests of Spa etiquette and cancellation policy
Daily - 100%
Schedule management: Receives, confirms and enters appointments into the management system
Daily - With an accuracy of 100%
Payment processing: Close payments using different payment methods
Daily - With an accuracy of 100%
Completing the forms: Manage the collection of information and maintain its confidentiality
Daily - 100%
Activity report: Prepares the daily activity report
Daily - With an accuracy of 100%
Weekly report: Prepares a report on activities and minor incidents
Once / week - Report complete and sent on time
Monthly report: Prepares a detailed report on activities carried out and results achieved
Once / month - Report complete and delivered on time
Technical equipment audit: Report equipment status and technical problems
Once / month - 100% problems reported
Newsletter: Send newsletter to all subscribed guests
Once / month - 100%
Spa Receptionist - Level 2
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Managing dissatisfaction: Responds to and handles guest complaints
When they arise - immediately
Stock records: Compiles order requirements
Once / week - With an accuracy of 100%
Promotional campaigns: Suggest new ideas for future promotional campaigns
Once/month - At least one idea realized
Spa Receptionist - Level 3
▶
Assisting customers: Propose solutions for appointments that cannot be honored
When they occur - resolve immediately
Promotional campaigns: Assist in planning promotional campaigns
Once / month - 100% supported campaigns
Training new staff in the role of Buddy: Train and mentor new employees
Daily - 100% of employees properly mentored
Monitoring the work of therapists: Supervise less experienced therapists
Daily - Procedures performed correctly in 100% on time
Monitoring appointments: Oversee the execution and efficiency of appointments and notify the reception in case of error
Daily - 100% correct programming
Massages and Treatments: Perform therapies, recommend what suits each client best - Daily
Master at least 90% in Menu
minimum 95 % positive feedback
minimum 20% retail product sales
minimum 60% reprogrammings - local customers
Monitoring standard protocols: Ensure that all therapist protocols comply with safety, hygiene and legal regulations
Daily - Adherence to procedures in 100% on time
Monitor and forward stocks to the manager: Monitor supply needs
Once/week - Stocks correspond to reality in proportion of 100%
Equipment monitoring: Check that the necessary equipment is available and functional
Once/week - Accuracy of 100%
Give feedback: Monitor the performance of new therapists and provide feedback
Once/month - Provides feedback to 100% of the beginning therapists
Senior Therapist - Level 2
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Managing complex situations: Manage special requirements and ensure that important information is passed to relevant staff
When they arise - immediately
Provides feedback & evaluation drafts: Provides constant feedback to a minimum of 2 of the lower level therapists and prepares evaluation drafts prior to the evaluation by the Lead Therapist
- Does couples therapy with 2 therapists. This way he can observe the therapists in action and give direct recommendations. And the therapists can learn from him in a practical and direct way about how to manage therapies and communication with clients.
- He analyzes with therapists after therapies, what problems they encountered with clients and how they can improve processes in the future
Daily - therapist satisfaction rating - minimum 80%
Massages and Treatments: Performs the most complex therapies, advises each client on what suits them best - Daily
Master 100% in Menu
minimum 95 % positive feedback
minimum 25% sales of retail products
minimum 65% reprogrammings - local customers
Feedback management: Propose suggestions for service improvement based on the feedback received
Once / month - At least one suggestion
Senior Therapist - Level 3
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Check therapist standards: Monitoring and checking treatments carried out by the team of therapists
Daily - 100% Accuracy of standards application
Responsibility: Responsible for the fixed objects and equipment in the treatment area
Daily - 100% 100% Responsibility and verification
Massages and Treatments: Performs the most complicated therapies, recommends to each client what suits them best - Daily
Master 100% in Menu
minimum 98 % positive feedback
minimum 30% retail product sales
minimum 70% reprogrammings - local customers
Managing dissatisfaction: Handle complaints or sensitive situations
When they occur - Within 24 hours of their occurrence
Feedback management: Analyze guest feedback and make suggestions to improve the service or atmosphere
Once / week - At least one suggestion
Training new employees: Train and mentor new employees
Daily - 100% of employees are properly trained
Monitoring the reception activity: Supervise less experienced receptionists
Daily - Procedures done correctly in 100% on time
Monitoring appointments: Oversee the performance and efficiency of the programs
Daily - 100% correct programming
Data collection: Monitor the collection of information and maintain its confidentiality
Daily - 100%
Monitoring standard procedures: Ensures that all processes at reception comply with safety, hygiene and legal regulations
Daily - Compliance with procedures in 100% on time
Stock monitoring: Monitor supply needs
Once/week - Stocks correspond to reality in proportion of 100%
Equipment monitoring: Check that the necessary equipment is available and functional
Once/week - Accuracy of 100%
Performance monitoring: Monitor team performance and provide feedback to 2 colleagues
Once / month - Provide feedback to 2 colleagues who have been present for a minimum of 20 working days in that month
Monthly reporting: Create and update activity reports
Once / month - Report accurate and delivered on time
Senior Spa Receptionist - Level 2
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Monitoring the application of discounts: Ensure that discounts and special offers are correctly applied in the system
Daily - Accurate to 100%
Managing complex situations: Manage special requirements and ensure that important information is passed to relevant staff
When they arise - Immediately
Archiving documents: Ensures the correct archiving of administrative documents and client information according to confidentiality regulations
Once/week - Accuracy of 100%
Feedback management: Propose suggestions for service improvement based on the feedback received
Once / month - At least one suggestion
Senior Spa Receptionist - Level 3
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Managing dissatisfaction: Handle complaints or sensitive situations
When they occur - Within 24 hours of their occurrence
Feedback management: Analyze guest feedback and make suggestions to improve the service or atmosphere
Once / week - At least one suggestion
Financial targets: Bring forward proposals to achieve financial targets
Once / month - At least one proposal
Promotional campaigns: Assist in the planning and implementation of promotional campaigns
Once / month - 100% supported campaigns
Education to perform to the highest standards: completes the First Time Manager
Spa Treatment Manager / Trainer - Level 1
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Training new employees: Train and mentor new employees
Daily - 100% of the employees are properly trained until they master the treatments.
Monitoring the work of therapists: Supervises the work of therapists
- does couples therapy with the team. In this way he can observe the therapists in action and give direct recommendations. And the therapists can learn from him in a practical and direct way about how to manage therapies and how to communicate with clients.
- He reviews with therapists after therapies, what problems they have encountered with clients and how they can improve processes in the future
Daily - Processes done correctly in 100%'s from time to time
Monitoring appointments: Oversee the performance and efficiency of therapy appointments and notify the reception in case of error
Daily - 100% correct programming
Monitoring standard protocols: Ensure that all therapist protocols comply with safety, hygiene and legal regulations
Daily - Adherence to procedures in 100% on time
Refresh training: do minimum 1 type of treatment/month with all colleagues - 1 to 1 training
Massages and Treatments: Performs the most complex therapies, recommends to each client what suits them best - Daily
Master 100% in Menu
minimum 98 % positive feedback
minimum 35% sales of retail products (35% of the value of treatments carried out by him)
minimum 75% reprogrammings - local customers
Monitoring stocks and sending them to the manager: Monitor supply needs
Once/week - Stocks correspond to reality in proportion of 100%
Equipment monitoring: Check that the necessary equipment is available and functional
Once/week - Accuracy of 100%
Performance monitoring: Monitor the performance of all therapists and provide feedback
Once / month - Gives feedback to all fellow therapists
Spa Treatment Manager / Trainer - Level 2
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Managing complex situations: Manage special requirements and ensure that important information is passed to relevant staff
When they arise - Immediately
Supporting therapists in complex treatments: achieving a customer satisfaction rate of 98%
Daily
Monitor compliance with protocols: conduct one audit / week
Once/week - Accuracy of 95%
Feedback management: Propose suggestions for service improvement based on the feedback received
Once / month - At least one suggestion
Spa Treatment Manager / Trainer - Level 3
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Managing dissatisfaction: Handle complaints or sensitive situations
When they occur - Within 24 hours of their occurrence
Feedback management: Analyze guest feedback and make suggestions to improve the service or atmosphere
Once / week - At least one suggestion
Identifying therapists' needs for improvement: Making a personalized development plan for each therapist
Once / month - tracking progress
Education to perform to the highest standards: completes the First Time Manager
Head Spa Receptionist - Level 1
▶
Team coordination: Supervises and coordinates the daily work of the reception team
Daily - Fluid activity in 100% of the time
Programmer monitoring: Ensure that all appointments are handled correctly and there are no overlaps or errors
Daily - Accuracy of 100% in scheduler
Clean reception: Supervise the order and cleanliness of the reception
Daily - Clean reception 100% 100% on time
Monitoring receipts: Supervises the correctness of the payment collection process
Daily - Accuracy of 100%
Continuous team training: In charge of training and training the reception team
Once / week - Minimum 1 on-the-job training realized
Performance evaluation: Monitor and evaluate the performance of the reception team
Once/month - Evaluate all team members who have been present for a minimum of 20 working days during the month
Head Spa Receptionist - Level 2
▶
Complaints handling: Resolves guest problems and complaints tactfully and efficiently
When they occur - Immediately, 95% of issues resolved
Monitoring standard procedures: Ensures that the team follows the organization's internal policies and procedures, including health, safety and data protection regulations
Daily -Team follows procedures in 100% on a daily basis
Monitoring receipts: Monitor cash flow and match cash receipts with services
Once/week - Accuracy of 100%
Place orders: In charge of ordering and managing retail stock and reception supplies
Once/month - Stocks available in 100% from time to time (permanent)
Collaboration: Work closely with other departments (Marketing, Sales)
Once / month - Attend at least one meeting
Head Spa Receptionist - Level 3
▶
Managing internal conflicts: Manage potential conflicts and problems between members of the reception team
When problems occur - 95% identified and managed appropriately
Planning your daily work: Organize regular meetings with the reception team to discuss day-to-day activities, problem solving and feedback implementation
Daily - 100% meetings conducted
Program organization: Plans and organizes the team's schedule to ensure adequate coverage of shifts and peak periods
Once/weekly - Efficient schedule in 100% on time
Organizing holidays: Approves and manages leave requests, ensuring that staff are always available to meet the needs of the organization - as per quarterly planning
Once/monthly - Efficiently schedule in 100% in a timely manner
Promotional campaigns: Plan and implement promotional campaigns
Once / month - 100% supported campaigns
Jobs: Involved in the hiring process for the Spa receptionist team, responsible for the first selection interview
Whenever necessary - Interviews 100% of candidates for a Spa Receptionist position
Quarterly team meeting - at the end of the quarter Ask each member of the team and find out who wants to take leave in the next quarter, so they know how to organize themselves so that there are no crisis moments.
Team coordination: Supervises and coordinates the daily work of the reception team
Daily - Fluid activity in 100% of the time
Programmer monitoring: Ensure that all appointments are handled correctly and there are no overlaps or errors
Daily - Accuracy of 100% in scheduler
Clean treatment rooms: Supervise the order and cleanliness of the treatment rooms
Daily - Spotless rooms 100% 100% on time
Continuous team training: In charge of training and training the team of therapists
Once / week - Minimum 1 on-the-job training realized
Performance evaluation: Monitors and evaluates the performance of the team of therapists
Once / month - Evaluate 100%s in the team
If there are Senior Therapists and Spa Treatment Manager on the team - Conducts team evaluations based on draft evaluations received from them.
Massages and Treatments: Performs the most complex therapies, recommends to each client what suits them best - Daily
Master 100% in Menu
minimum 98 % positive feedback
minimum 40% of retail product sales (40% of the value of the treatments carried out by him)
minimum 75% reprogrammings - local customers
Head Spa Therapist - Level 2
▶
Complaints handling: Resolves guest problems and complaints tactfully and efficiently
When they occur - Immediately, 95% of issues resolved
Monitoring standard procedures: Ensures that the team follows the organization's internal policies and procedures, including health, safety and data protection regulations
- Do couple therapies with the team. This way he can observe the therapists in action and give direct recommendations. And the therapists can learn from him in a practical and direct way about how to manage therapies and communicate with clients.
- He reviews with therapists after therapies, what problems they have encountered with clients and how they can improve processes in the future
Daily - The team follows the procedures in 100% from time to time
Volume monitoring: Monitor KPIs related to the team of therapists
Once / week - Accuracy of 100%
Place orders: In charge of ordering and managing retail stock and reception supplies
Once/month - Stocks available in 100% from time to time (permanent)
Collaboration: Work closely with other departments (Marketing, Sales)
Once / month - Attend at least one meeting
Head Spa Therapist - Level 3
▶
Managing internal conflicts: Manage potential conflicts and problems between members of the therapy team
When problems arise - 95% identified and managed appropriately
Planning your daily work: Organize regular meetings with the team of therapists to discuss daily activities, problem solving and feedback implementation
Daily - 100% meetings conducted
Program organization: Plans and organizes the team's schedule to ensure adequate coverage of shifts and peak periods
Once/month - at Day Spas with updates in case of changes
Once / week - at hotel spas - with updates in case of changes
Organizing holidays: Approves and manages leave requests, ensuring that staff are always available to meet the needs of the organization - as per quarterly planning
Once/monthly - Efficiently schedule in 100% in a timely manner
Jobs: Involved in the hiring process for the Spa therapist team, responsible for the first selection interview
Whenever necessary - Interviews 100% of candidates for a Spa Therapist position
Quarterly team meeting - at the end of the quarter Ask each member of the team and find out who wants to take leave in the next quarter, so they know how to organize themselves so that there are no crisis moments.
OPERATIONAL SUPPORTEquipment monitoring: Checks and reports equipment status once / week
OPERATIONAL SUPPORTPreparing treatments: Correctly prepares all materials/supplies required for at least 95% of the daily scheduled treatments
OPERATIONAL SUPPORTSolving operational problems: Identifies and reports operational problems within 24 hours
OPERATIONAL SUPPORTReception assistance: Respond promptly to customer queries, with an average waiting time of less than 2 minutes
OPERATIONAL SUPPORTManaging appointments and solving customer problems: Updates error-free programs daily with 99% accuracy
ORGANIZATION AND CLEANLINESSEquipment check: Perform daily inspections for equipment operation with no reported problems
ORGANIZATION AND CLEANLINESSInspection of common areas and treatment rooms: Responsible for the daily cleaning of all areas prior to the opening of the Spa in 95% of cases.
ORGANIZATION AND CLEANLINESSHygiene stock control: Check stocks weekly - every day 100% of essential materials must be available
ORGANIZATION AND CLEANLINESSOrganization of storage space: rweekly storage space arrangement - every day quick and easy access to 100% of materials
ORGANIZATION AND CLEANLINESSRetail or relaxation area: Update your retail or seating area weekly - 100% of products should be in order and attractively displayed.
RECORDING AND REPORTINGData update: rresponsible for error-free daily data entry in the system - 100% data entered correctly
RECORDING AND REPORTINGTracking products used: Keep track of the products used for each treatment - daily
RECORDING AND REPORTINGGenerate reports: Generates weekly reports with a correct completion rate of over 98%.
RECORDING AND REPORTINGBooking records: Responsible for daily updates of schedules without errors - 100% updates performed correctly
RECORDING AND REPORTINGPayment monitoring: Check payments daily and report any discrepancies within 24 hours.
SUPPORT AND TRAINING - SPA STAFFPractical demonstrations: Conduct at least 2 practical demonstrations for new employees - every month
SUPPORT AND TRAINING - SPA STAFFExemplifying interaction standards: Provide concrete examples in at least 80% of the training sessions.
SUPPORT AND TRAINING - SPA STAFFMonitoring the application of procedures: Verify the correct application of procedures in at least 95% of situations.
SUPPORT AND TRAINING - SPA STAFFSoftware training: Organize at least 1 training session / month for the correct use of the software.
SUPPORT AND TRAINING - SPA STAFFConstructive feedback: Provide constructive feedback to each team member at least once a month.
COMMUNICATION AND CUSTOMER RELATIONSMaintaining a pleasant atmosphere: Responsible for creating a positive atmosphere through daily interactions - with at least 90% positive feedback.
COMMUNICATION AND CUSTOMER RELATIONSService recommendation: Provide personalized recommendations to at least 5 clients per day.
COMMUNICATION AND CUSTOMER RELATIONSCustomer guidance: It ensures that at least 95% of clients reach the appropriate treatment area on time and without difficulty.
COMMUNICATION AND CUSTOMER RELATIONSProviding information: Answer all customer queries promptly and correctly, with an average response time of less than 2 minutes.
COMMUNICATION AND CUSTOMER RELATIONSFeedback management: Collects and analyzes feedback from at least 90% of customers monthly.
OPERATIONAL SUPPORTEquipment monitoring: Ensures equipment operation through monthly preventive maintenance and rapid intervention in case of malfunctions - turnaround time under 48 hours.
OPERATIONAL SUPPORTPreparing treatments: Ensures that he/she receives positive feedback from therapists on the quality of the materials/supplies prepared, with an average satisfaction score of over 4.5/5.
OPERATIONAL SUPPORTSolving operational problems: Implement solutions for 90% of reported issues in less than 72 hours.
OPERATIONAL SUPPORTReception assistance: Increases customer satisfaction for front desk interactions to over 90% according to feedback questionnaires.
OPERATIONAL SUPPORTManaging appointments and solving customer problems: Solves customer problems in less than 24 hours with a resolution rate over 95%
ORGANIZATION AND CLEANLINESSEquipment check: Implements a monthly preventive maintenance plan with at least 90% of equipment maintained in optimal condition.
ORGANIZATION AND CLEANLINESSInspection of common areas and treatment rooms: Scores 4.8/5 in customer reviews for the cleanliness of the areas inspected.
ORGANIZATION AND CLEANLINESSHygiene stock control: Reduce waste by efficiently managing material consumption with an optimal utilization rate of over 95%.
ORGANIZATION AND CLEANLINESSOrganization of storage space: Annually create, maintain and propose organizational systems that reduce product access time by at least 5 %.
ORGANIZATION AND CLEANLINESSRetail or relaxation area: Create themed displays that increase retail product sales by at least 10%.
RECORDING AND REPORTINGData update: Check databases monthly, with no more than 1% corrections needed.
RECORDING AND REPORTINGTracking products used: Analyze monthly consumption optimization and reduce losses by at least 5%.
RECORDING AND REPORTINGGenerate reports: Delivers a detailed monthly report used to optimize operations in less than 5 business days.
RECORDING AND REPORTINGBookings: Accountable for increasing the customer booking confirmation rate to over 90%.
RECORDING AND REPORTINGPayment monitoring: Ensures an accurate payment reconciliation rate of over 99%.
SUPPORT AND TRAINING - SPA STAFFPractical demonstrations: Increase induction rate of new staff through demonstrations, with positive feedback over 4.5/5.
SUPPORT AND TRAINING - SPA STAFFExemplifying interaction standards: Monitors implementation of standards, with positive customer feedback over 90%.
SUPPORT AND TRAINING - SPA STAFFMonitoring the application of procedures: Ensures continuous improvement of the team's performance through audits performed once / month.
SUPPORT AND TRAINING - SPA STAFFSoftware training: Ensures a correct software utilization rate of over 95% in the team.
SUPPORT AND TRAINING - SPA STAFFConstructive feedback: Monitor progress through individual sessions, and achieve improvement / progression in at least 80% of employees
COMMUNICATION AND CUSTOMER RELATIONSMaintaining a pleasant atmosphere: Responsible for creating a relaxing environment for customers, with an average satisfaction score of over 4.7/5.
COMMUNICATION AND CUSTOMER RELATIONSService recommendation: Increase the utilization rate of additional services by at least 2 % per month.
COMMUNICATION AND CUSTOMER RELATIONSCustomer guidance: Reduces confusion about appointments or services to less than 2% of cases/month.
COMMUNICATION AND CUSTOMER RELATIONSProviding information: Customer satisfaction with the clarity of information provided increases to over 4.8/5.
COMMUNICATION AND CUSTOMER RELATIONSFeedback management: Implement at least 2 service improvement suggestions per quarter based on feedback received.
COORDINATION AND OPERATIONAL MANAGEMENTMonitor day-to-day Spa operations: Verifies daily adherence to schedule and operating standards for all departments.
COORDINATION AND OPERATIONAL MANAGEMENTMaintenance of equipment: Organize quarterly preventive maintenance overhauls for critical equipment.
COORDINATION AND OPERATIONAL MANAGEMENTImplement hygiene and safety procedures: Conduct monthly inspections for compliance with hygiene and safety standards.
COORDINATION AND OPERATIONAL MANAGEMENTOptimize operational flows: Create and review internal procedures every 6 months.
COORDINATION AND OPERATIONAL MANAGEMENTSupervise the reception and operations team: Give feedback to each team member - 1 time / month
STRATEGY DEVELOPMENT AND IMPLEMENTATIONDeveloping the Spa's overall strategy: Create an annual plan that includes clear and measurable objectives for all departments.
STRATEGY DEVELOPMENT AND IMPLEMENTATIONIdentifying growth opportunities: Conduct at least 2 market studies / year to identify new services and products.
STRATEGY DEVELOPMENT AND IMPLEMENTATIONIncrease the profitability of services: Analyze quarterly the cost-effectiveness of each service offered.
STRATEGY DEVELOPMENT AND IMPLEMENTATIONCollaboration with other departments: Attend monthly interdepartmental meetings for strategic coordination.
STRATEGY DEVELOPMENT AND IMPLEMENTATIONImplement loyalty programs: Create a loyalty program for loyal customers within 6 months.
Later, after creation, cIncreases customer return rate by at least 7% annually through the programs implemented.
STOCK MANAGEMENTMonitoring stocks and consumption: Perform monthly inventory with no discrepancies greater than 1%.
STOCK MANAGEMENTMaintain optimal stock levels: Ensure availability of essential materials in at least 98% of cases.
STOCK MANAGEMENTNegotiating with suppliers: Reviews contracts with suppliers at least once a year.
STOCK MANAGEMENTManaging expired products: Create a monthly verification procedure for the disposal of expired products.
STOCK MANAGEMENTImproving the inventory process: Organize inventory using a digital inventory management system.
FINANCIAL CONTROLBudget planning: Create an annual budget for operations, marketing and equipment.
FINANCIAL CONTROLMonitoring income and expenditure: Reviews weekly financial reports to identify any anomalies.
FINANCIAL CONTROLAnalyzing financial performance: Create quarterly reports for each service and product line.
FINANCIAL CONTROLImproved invoicing and payment processes: Ensure that the average payment processing time is less than 48 hours.
FINANCIAL CONTROLOptimize operational costs: Identify unnecessary costs quarterly and reduce them by at least 5%.
RECRUITMENT AND PERSONNEL MANAGEMENTRecruitment of qualified staff: Carry out at least 2 interviews for each vacancy.
RECRUITMENT AND PERSONNEL MANAGEMENTTeam development and motivation: Organize monthly trainings to increase staff skills.
RECRUITMENT AND PERSONNEL MANAGEMENTEmployee performance evaluation: Conduct evaluations for 100% of employees at least semiannually, ideally quarterly.
RECRUITMENT AND PERSONNEL MANAGEMENTTeam conflict management: Solves internal problems within 48 hours.
RECRUITMENT AND PERSONNEL MANAGEMENTCreate a positive working environment: Organize team-building activities at least semi-annually, ideally quarterly.
PROMOTION AND CUSTOMER RELATIONSImproving customer experience: Is responsible for collecting feedback from at least 90% of customers.
PROMOTION AND CUSTOMER RELATIONSPromotion of offers and services: Create monthly promotional campaigns through various channels - 1 time / month
PROMOTION AND CUSTOMER RELATIONSComplaints handling: Resolves at least 95% of complaints in less than 48 hours.
PROMOTION AND CUSTOMER RELATIONSWorking with local partners: Enter into at least 3 partnerships with local businesses each year.
PROMOTION AND CUSTOMER RELATIONSDeveloping the Spa's online presence: Is responsible for updating content on social networks at least once/week.
COORDINATION AND OPERATIONAL MANAGEMENTMonitor day-to-day Spa operations: Ensures efficient running of all operations by implementing a quarterly improvement plan.
COORDINATION AND OPERATIONAL MANAGEMENTMaintenance of equipment: Reduce equipment downtime below 2% per quarter.
COORDINATION AND OPERATIONAL MANAGEMENTImplement hygiene and safety procedures: Obtain an audit score of at least 95% on external audits.
COORDINATION AND OPERATIONAL MANAGEMENTOptimize operational flows: Reduce operational process time by 10% in one year.
COORDINATION AND OPERATIONAL MANAGEMENTSupervise the reception and operations team: Increase team efficiency through specific trainings, with a performance improvement of at least 10% / semester
STRATEGY DEVELOPMENT AND IMPLEMENTATIONDeveloping the Spa's overall strategy: Conduct a six-monthly review to adjust strategy based on performance.
STRATEGY DEVELOPMENT AND IMPLEMENTATIONIdentifying growth opportunities: Implement at least 1 new growth opportunity per quarter.
STRATEGY DEVELOPMENT AND IMPLEMENTATIONIncrease the profitability of services: Increase profitability of underperforming services by at least 10% annually.
STRATEGY DEVELOPMENT AND IMPLEMENTATIONCollaboration with other departments: Improve inter-departmental integration by implementing at least 2 joint processes/year.
STRATEGY DEVELOPMENT AND IMPLEMENTATIONImplement loyalty programs: Increase customer return rate by at least 15% annually through programs implemented.
STOCK MANAGEMENTMonitoring stocks and consumption: Reduces losses by optimizing consumption, with a loss reduction of at least 10% per year.
STOCK MANAGEMENTMaintain optimal stock levels: Implement an automated ordering system for critical materials.
STOCK MANAGEMENTNegotiating with suppliers: Reduce material costs through renegotiations, and save at least 5%/year.
STOCK MANAGEMENTManaging expired products: Reduce the amount of expired products to less than 2% of total annual stock.
STOCK MANAGEMENTImproving the inventory process: Reduce inventory time by at least 20% through automated processes.
FINANCIAL CONTROLBudget planning: Maintain spending within budget with variances below 5%.
FINANCIAL CONTROLMonitoring income and expenditure: Increase the Spa's net profit by at least 10% annually.
FINANCIAL CONTROLAnalyzing financial performance: Identify and eliminate unprofitable services within 3 months.
FINANCIAL CONTROLImproved invoicing and payment processes: Reduces billing discrepancies to less than 1% per month.
RECRUITMENT AND PERSONNEL MANAGEMENTRecruitment of qualified staff: Increase new hire retention rate to over 90% in the first year.
RECRUITMENT AND PERSONNEL MANAGEMENTTeam development and motivation: Increase employee satisfaction by at least 10% according to internal questionnaires.
RECRUITMENT AND PERSONNEL MANAGEMENTEmployee performance evaluation: Create a performance improvement plan for each employee who scored below 80% on the evaluation.
RECRUITMENT AND PERSONNEL MANAGEMENTTeam conflict management: Implement a mediation system that reduces conflict by at least 20%.
RECRUITMENT AND PERSONNEL MANAGEMENTCreate a positive working environment: Improve organizational culture and reduce staff turnover with 15%.
PROMOTION AND CUSTOMER RELATIONSImproving customer experience: Implement at least 2 suggestions for improvement per quarter.
PROMOTION AND CUSTOMER RELATIONSPromotion of offers and services: Increase Spa occupancy by at least 15% annually.
PROMOTION AND CUSTOMER RELATIONSComplaints handling: Reduce the number of repeat complaints by at least 20%.
PROMOTION AND CUSTOMER RELATIONSWorking with local partners: Increase revenues from collaborations by at least 10% annually.
PROMOTION AND CUSTOMER RELATIONSDeveloping the Spa's online presence: Increase online engagement by at least 25% in a year.
Education to perform to the highest standards: complete a minimum of 4 Level 5 / Level 6 courses each year.
Involvement for the development of the Spa market in Romania:
