Location: Outlet-Based CCMA
Reporting To: Spa Manager / Operations Manager
Role Summary
The Duty Manager acts as the front-line leader responsible for ensuring smooth day-to-day
operations during their shift. This includes supervising the team, achieving sales targets,
ensuring guest satisfaction, managing inventory and cash handling, and maintaining spa
ambiance. The role bridges operational execution with service excellence and plays a crucial role
in the guest experience journey.
Key Responsibilities
1. Frontline Operations & Shift Management:
a) Supervise the smooth functioning of the spa during assigned shifts, ensuring all services
run as per operational SOPs.
b) Coordinate appointment schedules, therapist allocations, and walk-in management to
guest wait time.
c) Maintain lobby presentation and actively participate in guest engagement activities.
2. Guest Service & Satisfaction:
a) Greet guests with warmth and professionalism, ensuring every interaction aligns with
brand service standards.
b) Address and resolve guest complaints, feedback, and special requests on the spot,
escalating when necessary.
c) Maintain a high standard of service delivery, ambiance, and cleanliness to ensure a
superior guest experience.
3. Sales Achievement & Upselling:
a) Meet personal sales targets and contribute to outlet revenue by effectively promoting
services, upgrades, and retail products.
b) Train and motivate team members on upselling techniques, loyalty programs, and
cross-selling practices.
c) Monitor daily sales reports and initiate corrective actions in collaboration with the Spa
Manager.
4. Cash & Report Handling:
a) Manage billing, cash transactions, and reconciliation at the end of the shift.
b) Ensure accurate entry of sales and guest data into the spa software or point-of-sale
system.
c) Prepare daily shift reports including revenue, guest count, complaints, and other
operational KPIs.
5. Inventory & Supplies:
a) Ensure stock availability for spa products, guest amenities, and consumables during the
shift.
b) Conduct daily inventory checks for frontline supplies and notify the Spa Manager for
reorder or replenishment.
c) Prevent misuse or wastage of products by following dispensing protocols.
6. Team Support & Communication:
a) Act as the go-to person for spa associates and therapists during the shift, helping
resolve operational issues.
b) Brief team members at the start of each shift about bookings, offers, guest preferences,
and special cases.
c) Ensure team grooming, punctuality, and professional conduct always.
7. Hygiene, Safety & SOP Compliance:
a) Conduct floor checks to maintain hygiene, cleanliness, and spa ambiance standards.
b) Ensure adherence to COVID safety protocols (if applicable), guest privacy, and health
regulations.
c) Follow SOPs strictly and guide team members in doing the same.
8. Campaign & Offer Execution:
a) Support execution of promotional offers, packages, and local campaigns as directed by
the Spa Manager.
b) Track offer-specific sales and report effectiveness to the management team.
Key Skills & Competencies:
Shift Management: Ability to independently handle daily operations and ensure seamless
coordination during the shift.
Guest Handling & Service Orientation: Excellent interpersonal skills to deliver memorable
guest experiences and address concerns effectively.
Communication Skills: Clear and professional communication with guests, team members,
and management.
Sales Orientation: Strong upselling and cross-selling ability to meet personal and outlet sales
targets.
Leadership: Capability to lead by example, guide team members during service, and resolve
on-ground issues.
Inventory Awareness: Basic understanding of inventory flow and the ability to monitor
supply needs during the shift.
Problem-Solving: Quick thinking and effective decision-making in dynamic spa
environments.
Attention to Detail: Consistent focus on maintaining spa hygiene, ambiance, SOP
compliance, and service standards.
