Assistant Supervisor

THOSE WITH NO EXPERIENCE IN THE FOOT REFLEXOLOGY AND MASSAGE INDUSTRY NEED NOT APPLY

Position Summary

The Assistant Supervisor supports the Outlet Supervisor in overseeing the daily operations of the massage centre to ensure excellent customer service, efficient operations, high treatment standards, and compliance with company policies and regulatory requirements. The role serves as the first point of contact for therapists and reception staff during each shift and helps maintain a smooth, professional, and welcoming environment for customers.

Key Responsibilities

1. Daily Outlet Operations

• Assist in the day-to-day management of the outlet.
• Ensure the outlet opens and closes according to company procedures.
• Monitor cleanliness, hygiene, ambience, and presentation of the premises.
• Ensure treatment areas, foot reflexology stations, and common areas are properly maintained.
• Verify that equipment, towels, oils, and consumables are adequately stocked.

2. Customer Service

• Welcome customers and ensure they receive prompt and professional service.
• Handle customer enquiries, appointments, walk-in requests, and feedback.
• Resolve customer complaints promptly and professionally.
• Monitor customer satisfaction and encourage repeat business.

3. Staff Supervision

• Supervise therapists and reception staff during assigned shifts.
• Allocate therapists according to bookings, customer preferences, and operational requirements.
• Ensure staff report punctually, are properly groomed, and comply with company uniform standards.
• Provide on-the-job coaching and guidance to new and existing staff.
• Foster teamwork and maintain a positive working environment.

4. Service Quality Control

• Ensure treatments are delivered according to company service standards.
• Monitor therapists' professionalism, customer interaction, and treatment quality.
• Ensure treatment duration and service protocols are adhered to.
• Conduct periodic quality checks and report areas for improvement.

5. Sales & Business Development

• Assist in achieving monthly sales and revenue targets.
• Encourage upselling and cross-selling where appropriate.
• Support marketing campaigns and outlet promotions.

6. Administrative Duties

• Prepare daily operational reports.
• Verify cash collections, POS transactions, and payment records.
• Monitor inventory levels and submit replenishment requests.
• Maintain customer records and appointment schedules.
• Assist with staff scheduling and leave coordination.

7. Compliance & Safety

• Ensure compliance with company SOPs and regulatory requirements.
• Enforce workplace safety and hygiene standards.
• Ensure therapists maintain proper professional conduct at all times.
• Report operational incidents, accidents, or disciplinary matters promptly.

8. Other Duties

• Act as the Outlet Supervisor in his/her absence.
• Participate in staff meetings and training sessions.
• Perform any other duties assigned by Management.

Job Requirements

Qualifications

• Minimum Secondary School level, NITEC, Higher NITEC, or equivalent.
• Diploma in Business, Hospitality, Retail Management, or related field is an advantage.

Experience

• At least 2 years' experience in a massage, wellness, spa, beauty, TCM, or hospitality environment.
• Previous supervisory or team leader experience is preferred.

Skills & Competencies

• Excellent customer service and interpersonal skills.
• Strong leadership and team management abilities.
• Good communication skills in English; ability to communicate in Mandarin or other languages is an advantage.
• Ability to multitask and work under pressure.
• Basic computer literacy and familiarity with POS systems.
• Good problem-solving and conflict resolution skills.
• Honest, responsible, and dependable.

Working Conditions

• Able to work rotating shifts, weekends, and public holidays.
• Willing to work overtime when operationally required.
• Comfortable working in a fast-paced customer service environment.