Welcome to EQ.

EQ is a preventative wellbeing space located in South Melbourne.

Our mission is to support the modern person to combat stress, reduce anxiety and provide support to enable people to navigate the pressures of daily life.

We offer practices including meditation, light and sound therapy, breathwork, movement, hot and cold therapy and wellbeing education; practices that are grounded in science and offer an opportunity to downregulate the nervous system.

Duties and Responsibilities

· Have a thorough understanding of our brand, purpose, services and products to communicate effectively with our guests, members and the EQ team.

· Providing exceptional customer service and experiences and team leadership.

· Management of calendar optimisation – booking confirmations, booking notes, timings.

· Ability to manage the front of house team including; rostering, managing staff timing and performance, encouraging staff to work at a high standard and ensuring EQ’s brand message and vision is protected throughout the end-to-end customer experience.

· Acting as the primary point of contact between the EQ team and Management.

· To help create a culture of positivity and proactiveness, making people feel good and supporting our values for both our clients and team.

· To oversee venue operations, including the safety and maintenance of the bathhouse area (including the spa).

· Coordinate all maintenance and third-party contractors and suppliers.

· Front of house recruitment including induction and onboarding, staff training and contracts.

· Elevate any performance or behavioural issues to Managing Director.

· To be across the availability of staff members especially during the peak season and make arrangements for hiring new team members and training them in accordance with our procedures and values.

· Manage and oversee movement timetable, including but not limited to identifying Yoga and Pilates instructors who are suited to EQ, engaging instructors on a contractor basis, agreeing scheduling and timetabling for the EQ Studio, optimising class times and working with EQ Management to grow movement offering.

· High standard of customer service including managing bookings, client expectations and client feedback in person, via email or on the phone. Maintaining an exceptional level of customer service, reflective of our brand and tone of voice throughout.

· Ensuring all customer enquiries are responded to within 24 hours of receipt, and ensuring any more urgent enquiries are responded to as soon as possible.

· Creating a safe, relaxing and comfortable experience from the moment the guest steps into EQ.

· Ability to think on your feet and solve problems proactively and autonomously.

· Opening and closing the EQ venue when rostered.

· Ensuring pool testing is adhered to by the EQ team.

· Day to day management of EQ including; cleaning, laundry, organising, restocking retail shelf etc.

· Day to day management of EQ maintenance (including but not limited to LED strips, light globes, fixtures and fittings, cups, bathhouse, showers, drains). To ensure that the venue is free of repair requirements, defects, and we can offer a seamless experience for all guests.

· Oversee cleaning contractor and cleaning schedule for deeper cleans outside day-to-day cleaning done by EQ staff.

· Ability to manage employee complaints - listen to, understand and follow client complaint protocol to resolve any issues.

· Be an advocate for guests, relaying any feedback to Managing Director which may improve effectiveness, efficiency, services, highlight downfalls. Respond to reviews on both Google and Classpass. Elevate any complaints to Managing Director if further action is required.

· Ability to manage time well and delegate tasks where necessary.

· Retail stock management including; ordering stock, stocktake.

· Stock management and ordering; bathroom supplies, housekeeping supplies, Coles, office and postage supplies.

· Day to day management of EQ including; cleaning, laundry, organising, restocking retail shelf etc.

· Managing and responding to membership enquiries including providing prospective members further information around EQ membership. Training and upskilling all front of house staff on membership offering.

· Use and understanding of google docs, spreadsheets, Xero, rostering systems.

· Continually look for efficiencies within policies and procedures across the customer journey to present to for consideration.

· Troubleshooting and maintenance of any front of house softwares and any hardware, including AV equipment, laptops, iPads, any other technical equipment used to deliver the EQ experience.

Requirements:

Demonstrated previous Guest Services Management experience for at least 3-4 years in a retail, hotel or spa setting.

Keen interest or background in health and wellness.

Previous experience managing a commercial pool or spa essential.

Excellent communications skills – both written an verbal.

Proven experience & success in leading a team and developing people and teams in the wellness space.

Booking platforms, Excel, Xero, project management and planning programs.

Australian Citizenship or Australian Permanent Residency.

Please attach your resume and cover letter with your application.