Team Lead

4 months ago

DollardDesOrmeaux, Canada Aqua Spa Lyne Giroux Remote Work Freelance Full time
Établi depuis plus de 35 ans, Aqua Spa Lyne Giroux est le plus grand spa de l’ouest de l’île de Montréal et le seul à offrir un circuit d'hydrothérapie complet. Nous nous efforçons continuellement d’améliorer notre service à la clientèle afin d’offrir à nos clients fidèles des soins et des services de qualité supérieurs dans un décor et une atmosphère favorisant la détente et la relaxation. Nous recherchons des individus dynamique et soucieux de s’assurer du bien-être de leurs clients afin de se joindre à notre équipe en pleine expansion.
Pourquoi vous joindre à notre équipe:
  • Faites partie d'un spa bien-aimé de l'Ouest-de-l'Île, avec une base de demande forte et croissante
  • Faites partie d'une équipe de thérapeutes où le travail d'équipe, la collaboration et la rétroaction sont encouragés
  • Remises en magasin sur les services et les produits
  • Faire partie d'une entreprise familiale engagée envers la communauté
  • Programme de référencement

Description du poste:
Relevant du directeur, le gérant est responsable de la planification et la gestion des opérations quotidiennes ainsi que des ressources humaines et matérielles de l'entreprise. Il sera en charge de la gestion de l'équipe d'accueil et devra s'assurer de la qualité des prestations fournies. L'objectif principal du gérant doit être de s'assurer que les clients obtiennent toujours le meilleur service possible.

Tâches de réception:
  • Prendre les rendez-vous au téléphone et en personne ainsi qu'effectuer la gestion des rendez-vous en ligne.
  • S'assurer de la gestion et maximisation du carnet de rendez-vous.
  • Gestion de caisse (paiements, achats, cartes-cadeaux).
  • Maitriser les différences et les particularités de chaque traitement et suggérer aux clients les soins les mieux adaptés à leurs besoins.
  • Maintenir un environnement de travail propre et sécuritaire.
  • S'assurer que les clients soient satisfaits avant de partir du spa et offrir un service de haut niveau à la clientèle.
  • Gestion du maintien des profils des clients et s'assure que toutes les informations d'identifications sont présentes.
  • S'assurer d'informer les clients des politiques de remboursements et d'annulations du spa.
  • Participer aux rencontres d'équipe et formations.
  • S'acquitter de toutes autres tâches administratives ou autres jugées raisonnables à la demande de la direction.

Tâches de gestion:
  • S'assurer le bon fonctionnement du spa et s'assurer que tous les départements offrent un service client exceptionnel.
  • Superviser les employés de la réception et du spa.
  • Compléter les tâches d'ouverture et de fermeture selon le quart de travail.
  • Gérer et répondre de manière appropriée aux plaintes/demandes des clients. Prendre des mesures pour assurer la satisfaction de la clientèle conformément aux directives établies.
  • Superviser les fonctions de la réception ; s'assurer que le personnel connaît tous les produits, services, promotions en cours, installations, système de réservation, protocoles de service à la clientèle, procédures de sécurité et d'urgence, etc.
  • Gérer les absences/retards des membres de l'équipe.
  • Surveiller les performances et recommander des mesures correctives ou disciplinaires. Alerter la gestion des problèmes potentiellement graves.
  • S'occuper à la répartition des tâches et à la préparation des horaires de travail.
  • Mobiliser l'équipe et créer un environnement de travail positif.
  • Promouvoir le travail d'équipe et un service de qualité par la communication et la coordination quotidiennes avec les membres de l'équipe et les autres départements.
  • S'assurer que toutes les normes et politiques de l'entreprise sont comprises et respectées.
  • Participer aux réunions et aux séances de formation au besoin.

Qualités recherchées:
  • Passionné par le service client.
  • Vous avez une expérience antérieure en gestion d'équipe dans un spa, hotel ou un environnement de vente au détail.
  • Excellent leadership et esprit d'équipe.
  • Bilinguisme (vous pouvez dialoguer avec les clients et les membres de l'équipe en français et en anglais).
  • Grande capacité d’adaptation.
  • Capacité à travailler sous pression et à gérer le stress.
  • Capable d'effectuer plusieurs tâches en même temps.
  • Ce travail nécessite la capacité d'effectuer les tâches suivantes : se tenir fréquemment debout derrière le bureau et les zones de réception.

******************************************************************************

Aqua Spa Lyne Giroux has been in business for over 35 years. It is the largest spa in Montreal’s West Island and the only one that offers an authentic hydrotherapy experience. We constantly strive to improve our customer service so that we can offer our regular clients a range of high-quality treatments and services in a spa whose decor and atmosphere foster rest and relaxation. Our team is growing, and we are seeking energetic individuals who are dedicated to ensuring the wellbeing of our clients.

Why join Aqua Spa Lyne Giroux
  • Become part of a beloved West-Island spa, with a strong and growing demand base.
  • Become part of a team of therapists where teamwork, collaboration, and feedback are encouraged.
  • Store discounts on services and products.
  • Being part of a family-owned business committed to the community.
  • Referral bonus.

Job description:

Reporting to the director, the manager provides is responsible for planning and managing daily operations as well as the company’s human and material resources. He or she will be in charge of managing all employees and must ensure the quality of the services provided. The manager’s primary focus must be to ensure that customers always get the best possible service.

Front Desk Tasks:
  • Perform reception tasks as necessary such as taking appointments over the phone and in person, manage online bookings, checking-in and checking-out guests and process payments.
  • Manage and maximize the appointment book.
  • Manages the cash register (payments, purchases, gift cards).
  • Knowledgeable about the differences and technicalities of each treatment and can provide clients with pertinent advice.
  • Up-sell services where possible to maximize revenue.
  • Ensures clients are fully satisfied before leaving the spa and lead by example by providing excellent customer service.
  • Manage customer profiles.
  • Ensure all clients are aware of the spa’s cancellation and refund policies.

Management Tasks:
  • In the absence of the Director, keep the spa running smoothly and ensure all departments provide outstanding customer service.
  • Oversee all Front Desk Agents and spa employees.
  • Complete opening and closing shift duties.
  • Manage and respond appropriately to guest complaints/requests. Take action to ensure customer satisfaction in accordance with established guidelines.
  • Supervise the front desk functions; ensure staff is familiar with all products, services, current promotions, facilities, reservations system, customer service protocols, safety and emergency procedures, etc.
  • Manage team members’ absences/lateness.
  • Monitor performance and recommend corrective or disciplinary action. Alert management of potentially serious issues.
  • Take care of task distribution and preparing work schedules.
  • Mobilize the team and create a positive work environment.
  • Promote teamwork and quality service through daily communication and coordination with team members and other departments.
  • Ensure that all company standards and policies are understood and adhered to.
  • Participate in meetings and training sessions as required.
  • At the request of management, perform administrative or other tasks deemed reasonable.

Criteria:
  • Passionate about customer service.
  • You have previous team management experience in a spa, hotel or retail environment.
  • Strong leadership and team building skills.
  • Bilingualism (you can engage with clients and team members in French and English).
  • Highly adaptable.
  • Ability to work under pressure and manage stress.
  • Able to multitask.
  • This job requires ability to perform the following: frequently standing up behind the desk and front office areas.

Type d'emploi : Temps plein, Contrat à durée déterminée

Avantages:
  • Congés payés
  • Réductions Tarifaires
  • Stationnement sur place

Horaires de travail:
  • Du Lundi au Vendredi
  • Fins de semaine au besoin

Types de paie supplémentaire :
  • Primes

Expérience:
  • Service à la clientèle: 5 ans (Souhaité)
  • Services de spa: 3 ans (Souhaité)
  • Gestion d'équipe: 5 ans (Souhaité)

Langue:
  • Français (Obligatoire)
  • Anglais (Obligatoire)

Lieu du poste : In person

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