Cassidy Roche

The Studio Manager position is responsible for all day-to-day operation and management of the business and of leading a team to deliver the ultimate client experience.

The Studio Manager will also work closely with the Director of Operations to oversee human resource management, public relations/marketing, customer service/relationship management, and fiscal accountability. This position requires accessibility being the first point of contact for the studio, 24 hours/day, 7 days/week.

This role ensures that the business is running at maximum efficiency, the client experience is delivering on expectations and goals, the staff is receiving applicable training and development, and the business is operating at a profit.

The Studio Manager is responsible for oversight of operating according to the laws of the State and that all employees have the appropriate licenses, abilities to perform the duties assigned, and is adept at delivering a high-end client experience.

• Be able to feel comfortable enough selling to our potential members and guests; our growth is our main priority!
• Educate guests on current sales promotions and special offers
• Confidently recommend products and services to guests based on services rendered and recommendations of therapists
• Schedule appointments and guide guests to appropriate therapists to meet their needs
• Greet guests and members in person and on the phone with a positive demeanor
• Understand complete customer satisfaction and willing to enhance where you see opportunities
• Exhibit a team player mentality
• Demonstrate dedication to achieving both individual and team sales goals

Assist the Retreat Director in managing all aspects of the Daily Operations:

• Directly assist the Retreat Director to supervise all aspects of Retreat operations, from driving revenue and profitability to managing inventory, ensuring brand systems and processes are adhered to with consistency through each shift
• Assist as assigned with recruitment, hiring, training, developing and retaining top talent
• Plan and implement Front Desk Sales Associate training; in-the-moment coaching, role playing, and training is essential for the success of the Front Desk Team
• Stay updated on all services, products and promotions, be diligent in setting the example for your team
• Effectively manage team member schedules to ensure proper execution of daily operations
• Collaborate with the Retreat Director to set individual team member and overall Retreat goals; create plans and convert plans into action to meet and exceed goals
• Lead by example, demonstrating the ability to achieve personal as well as team goals

Adhere and align the team and Retreat to our Brand Standards:

• Create an environment that is passionate about providing supreme guest service
• Focus on building guest loyalty by consistently following the proven operating system of Massage Heights
• Enhance the value of the Massage Heights brand name in the minds of current and future guests by supporting and implementing the brand’s Mission, Core Values and Strategies

• Provide excellent customer services.
• Greet customers and present menus.
• Make suggestions based on their preferences.
• Take and serve food/drinks orders.
• Up-sell when appropriate.
• Arrange table settings.
• Keep tables clean and tidy at all times.
• Stayed informed about daily specials, new menu items, promotions.
• Prepared drinks according to standard recipes.
• Deliver and collect payments.
• Communicated effectively with kitchen staff regarding customer allergies or special requests.
• Ensured that each guest was served courteously, quickly, and efficiently.
• Satisfied customers by topping off drinks and offering condiments, napkins and other items.
• Checked identification to verify if guests meet minimum age to legally purchase or consume alcoholic beverages.