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Supervisor, Guest Experience (Downtown Flow)

May 2nd, 2019

Location: YYOGA Downtown Flow, Vancouver

Position Summary

The Supervisor is responsible for the day-to-day leadership, management and development of studio team members including Guest Experience (GE), Housekeeping (HK) and volunteers. Working closely with the Studio Manager (SM), the Supervisor is accountable for the execution of the strategic plan and budget for their designated studio. They are committed to supporting a dedicated team of people that exceed guest expectations and deliver an amazing experience.

 

Main Duties

Guest

  • Ensure all team members consistently deliver YYOGA service standards
  • Model and train behaviours that promote guest engagement, community building, loyalty and sales
  • Utilize YYOGA policy & procedure to handle and resolve service issues in a timely manner
  • Stay up to date with all current and upcoming promotions, events, offerings, and policy adjustments. Clearly and actively communicate and train relevant policies to team members.
  • Experience and understand YYOGA’s services, programs and products
  • Partner with the SM to complete regular audits of service standards
  • Provide feedback to the SM regarding opportunities to better support guest loyalty
  • Ensure all marketing materials and signage are current and in good condition

 

Team

  • Set a high example of integrity, communication, and collaboration
  • Communicate in a clear, objective, respectful, and timely manner regardless of circumstances
  • Manage the flow and workload of the studio team
  • Train, coach and develop studio team members
  • Motivate, coach and support team members to achieve individual and team goals
  • Ensure all team members follow operational policies & procedures
  • Encourage and support the ongoing growth and development of team members by providing opportunities and sharing constructive feedback and recognition in a proactive, respectful and timely manner
  • Execute the studio operating schedule to meet all operational needs and efficiently utilize resources
  • Execute the YYOGA HR cycle including: check-ins, reviews, performance management and exit procedures
  • Work collaboratively with the SM to recruit and hire studio team members

 

Retail

  • Ensure that the boutique is merchandised and maintained to YYOGA standard
  • Engage and train team members regarding product knowledge
  • Monitor and replenish product and supply levels - report low levels to the Retail Specialist
  • Execute inventory management and shipping and receiving procedures
  • Prevent and address product loss

 

Facilities

  • Ensure facilities are inviting, comfortable and well cared for - proactively communicate any repairs and maintenance work required to uphold YYOGA standards
  • Ensure team members follow all proper health & safety systems
  • Utilize YYOGA policies and procedures to order and maintain appropriate supply levels

 

Finance

  • Accurately perform payroll approval, cashout reconciliation, declined transaction checks and other finance duties within designated deadlines
  • Partner with the SM to manage studio activities to maximize profitability - monitor studio revenue targets on a continual basis and ensure that all controllable expenses are managed within budget
  • Work with the SM to assess studio financials and execute a monthly plan to address areas of opportunity

 

Administration

  • Accurately and efficiently complete administrative responsibilities within deadlines
  • Communicate discrepancies or concerns to the SM

 

Other duties as assigned

 

Qualifications

Required

  • 1+ years’ experience supervising or leading teams with minimal supervision - experience in the fitness, retail, health & wellness or hospitality industry preferred
  • Strong work ethic - ability to work in a fast paced work environment, both independently and as a part of a collaborative team
  • Adaptable and quick learner with a desire to develop new skills
  • Enthusiastic, personable and professional disposition
  • Calm, thoughtful and solution oriented under pressure
  • Strong administrative and computer skills including: attention to detail, time management and organization
  • Affinity for building relationships, coaching and developing team members
  • Ability to make effective decisions that balance all business considerations
  • Passionate about promoting wellness, fitness, yoga - a desire and ability to advocate for the YYOGA brand and help us expand our community of loyal members
  • Ability to meet the specific and ongoing needs of the studio’s operating schedule. This involves evening and weekend availability, as well as the ability to support with emergency situations outside of usual working hours.

Preferred

  • 6+ months experience in a Shift Lead or Lead position at YYOGA
  • Experience using MindBody Online
  • Ability to speak a 2nd language

 

Position & Application Details

This is a full time, salary role with a 40 hour/week time commitment (specifics of the time commitment will be discussed in the interview process).

This posting is open until Wednesday, May 8th, 2019

If you are interested in this role, please review the below summary and qualifications. If you are uncertain as to whether this could be a good fit for you, reach out to your Studio Manager for more information.

To submit your application, email your resume and cover letter including availability to bmeek@yyoga.ca. In the subject line please indicate "Application for Supervisor - FLO."