Assistant Venue Manager

Soak Bathhouse; City of Brisbane; On-site; AUD 65,000 - 80,000; Full time

Benefits offered by this job

Communal bathhouse facilities

Job summary

Soak Bathhouse in West End Village, Brisbane, is seeking a Bathhouse Assistant Manager to lead front desk operations, supervise staff, and ensure exceptional guest experiences while supporting daily wellness services.

You will partner with the Bathhouse Manager to manage bookings, handle inquiries, monitor compliance, support pricing strategies, and drive revenue through upselling while maintaining health and safety standards. Weekend/evening flexibility required.

Qualifications

• Experience in team supervision or management in hospitality or service industries.
• Outstanding customer service skills with problem-solving mindset.
• Proficiency with scheduling software and administrative tasks.

Responsibilities

• Supervise front desk and guest service staff, provide guidance and training on policies and service standards.
• Welcome guests and ensure a superior wellness experience.
• Manage daily operations, follow procedures, address issues, and escalate during emergencies.
• Oversee bookings, refunds, guest inquiries, and coordination with massage therapists.
• Serve as primary contact for operational or rostering queries in the absence of the Bathhouse Manager.
• Support pricing strategies and revenue optimisation to boost profitability.
• Monitor booking trends and identify upselling opportunities to increase revenue.

Skills

Staff supervision

Customer service

Operational planning

Sales skills

Scheduling software

Job description

Give yourself a break. Press your reset button. Build up awesome immunity. Now, more than ever, it’s important to stay healthy in body, mind and spirit. At Soak Bathhouse, we have created a luxurious but affordable urban bathhouse reinvented for today.

Job Description – Assistant Venue Manager

Join our team as a dedicated, customer-focused, and organised Bathhouse Assistant Manager at our new location in the beautiful West End Village. With an attractive salary package of $72,500 (excluding super plus bonus incentives), you'll be responsible for ensuring exceptional service and smooth bathhouse operations.

As the Bathhouse Assistant Manager, you'll collaborate closely with the Bathhouse Manager to ensure guests enjoy the ultimate wellness experience while overseeing day-to-day activities.

Key Responsibilities:

• Supervise front desk and guest service staff, offering guidance and support. Train team on company policies and customer service standards.
• Welcome guests and exceed their expectations for a superior wellness experience.
• Manage daily operations, ensuring adherence to procedures. Support staff, address issues promptly, and make decisions during emergencies, escalating when needed.
• Manage bathhouse operations including bookings, refunds, guest inquiries, and coordination with massage therapists.
• Serve as the primary contact for operational or rostering queries in the absence of the Bathhouse Manager.
• Support pricing strategies and revenue optimisation to boost profitability.
• Monitor booking trends, adjust rates, and identify upselling or cross-selling opportunities for increased revenue.
• Utilise effective sales techniques to upsell and cross-sell retail products, maximising revenue opportunities.
• Handle group booking inquiries and ensure facilities are clean, safe, and compliant.
• Manage stock, liaise with suppliers, and maintain cleanliness standards.
• Handle guest complaints empathetically, investigate thoroughly, find resolutions, document, follow up for satisfaction, prevent future issues.
• Supervise shift operations, ensure checklist compliance, monitor staff, provide guidance, intervene for deviations, lead in emergencies, escalates to senior management.
• Maintain First Aid certification and uphold health and safety standards.
• Manage hiring and firing processes, ensuring compliance with company policies and legal regulations.
• Conduct operational audits and report findings to senior management.

Requirements:

• Passion for the health and wellness industry.
• Previous background in team supervision or management preferred.
• Outstanding customer service skills with a problem-solving mindset.
• Previous experience in service, sales, retail or hospitality industries, such as hotels, spas or airlines is preferred.
• Strong organisational and communication abilities.
• Friendly demeanour and a proactive attitude.
• Impeccable grooming and presentation.
• Proficiency in scheduling software and administrative tasks.
• Current First Aid and CPR certification.
• Flexibility to work weekends, nights, holidays, and school breaks as needed.

Benefits:

• We are very happy to offer our team use of our communal bathhouse facilities!