Massage EnvyAssistant Director (5 Locations)
Nov. 2010 - May. 2016San Diego County (Mission Valley, UTC, San Marcos, Vista, Oceanside)Recruit, train, and supervise new employees as well as a team of managers while overseeing operations at five separate locations. Organize scheduling and payroll while monitoring daily sales, operating summaries, and KPIs. Facilitate weekly manager meetings and quarterly staff meetings at each location with attendance of up to 150 employees. Key Accomplishments: - Improve customer satisfaction and boost repeat business and referrals by ensuring customer engagement, through responding to guest surveys and emails and handling any issues or concerns quickly and efficiently. - Reduce costs and maximize revenue through accurate forecasting for all spa locations and effectively handling a budget of more than $40K a month for skincare products, office supplies, therapist supplies, spa equipment, hiring, events, and retail. - Increase membership sales and guest retention by analyzing KPIs, conducting market research and competitor analysis, and implementing strategies on yield management. - Consistently exceed goals for retail sales, gift card sales, and front desk sales, surpassing objectives year-over-year for three consecutive years. - Communicate and implement new policies in compliance with California State law for paid time-off, insurance, and compensation packages. Support company re-branding efforts, including a larger focus on driving revenue through events and new marketing platforms.