Branch Manager

About the company

Job Title: Branch Manager Company: Kenko Wellness Spa & Reflexology

Your tasks

The Branch Manager is responsible for the overall management and performance of the branch, ensuring smooth daily operations, excellent customer service, and achievement of sales and profitability targets. The role involves leading the reception and therapist teams, maintaining service and hygiene standards, and creating a professional and welcoming environment for customers and employees.

1. Branch Operations

• Oversee daily branch operations, including opening and closing procedures, appointment scheduling, treatment room readiness, and customer flow.
• Plan staff rosters and allocate manpower to meet customer demand, especially during peak hours, weekends, and public holidays.
• Coordinate appointments and therapist assignments fairly and efficiently to minimise waiting times and maximise service capacity.
• Ensure facilities, equipment, and supplies are well maintained and available for daily operations.

2. Sales and Business Performance

• Lead the team to achieve branch sales, service, package, and product targets.
• Monitor daily and monthly performance, identify opportunities for improvement, and implement action plans.
• Guide staff in recommending suitable treatments, packages, and products based on customers’ needs, with clear explanations of prices and terms.
• Implement company promotions and initiatives to attract new customers and encourage repeat visits.
• Manage operating expenses, staffing costs, and inventory usage within approved budgets.

3. Customer Service and Experience

• Maintain a consistently high standard of customer care from arrival through treatment completion and follow-up.
• Handle customer feedback, complaints, and service recovery promptly and professionally.
• Build strong customer relationships to encourage loyalty, rebooking, and referrals.
• Ensure customer preferences and relevant treatment information are recorded accurately and handled confidentially.
• Escalate customer incidents and concerns to management where necessary.

4. Team Leadership and Development

• Supervise, motivate, and coach receptionists, customer service staff, therapists, and other branch employees.
• Conduct team briefings to communicate targets, promotions, service expectations, and operational updates.
• Support recruitment, onboarding, and training in coordination with management and Human Resources.
• Monitor attendance, grooming, conduct, productivity, and service quality.
• Conduct performance reviews, identify training needs, and address performance issues fairly and constructively.
• Foster teamwork, accountability, and a respectful working environment.

5. Service Quality, Hygiene and Safety

• Ensure treatments and customer interactions meet company service standards and operating procedures.
• Maintain high standards of cleanliness, sanitation, personal hygiene, and treatment room presentation.
• Ensure staff observe customer consent, privacy, professional boundaries, and appropriate treatment precautions.
• Monitor compliance with applicable operating, workplace safety, and licensing requirements.
• Report and document incidents, equipment faults, and maintenance issues promptly.

6. Financial Control and Administration

• Oversee billing, payment collection, cash handling, and daily sales reconciliation.
• Ensure discounts, refunds, package redemptions, and complimentary services follow company approval procedures.
• Maintain accurate records of sales, attendance, inventory, customer feedback, and branch expenses.
• Conduct regular stock checks and arrange timely replenishment of products and consumables.
• Submit timely performance reports and highlight operational issues and improvement opportunities to management.

Requirements

Job Requirements

• Previous supervisory or managerial experience in spa, wellness, beauty, hospitality, or a related service industry.
• Strong leadership, customer service, communication, and problem-solving skills.
• Ability to manage sales targets, staff performance, and daily operational priorities.
• Good organisational skills and attention to detail.
• Familiarity with appointment booking systems, point-of-sale systems, and basic reporting tools.
• Willingness to work shifts, weekends, and public holidays.
• Knowledge of spa and reflexology services is an advantage.

Other

Key Performance Indicators

• Branch sales and profitability.
• Customer satisfaction, retention, and rebooking.
• Staff productivity, attendance, and service performance.
• Appointment and treatment capacity utilisation.
• Compliance with service, hygiene, and operational standards.
• Accuracy of cash reconciliation, inventory records, and reporting.