JEM Wellness Brands | Massage Envy Clinic - Sandy

Embody JEM Core Values every day!

Accountability – We hold ourselves and team members accountable for results.

Teamwork – There is no "I" in Team; There is no job below any member of the team, and we can accomplish more if we work together as a core unit.

Thankful – "Never delay Gratitude". Our clients have a choice and we are grateful they choose our clinics!

Integrity – We are open, honest, direct and trustworthy.

Communication – We seek and provide timely, effective and accurate communications.

Unwavering Commitment – We are committed to working hard with a high sense of urgency for our customers and each other, and we strive for continuous improvement.

Service – We believe the key to value creation is serving well, from our team to our customers. We aim to put others first in all that we do.

Team Member Pledge

I agree that I will at all times faithfully, industriously, and to the best of my skill, ability, experience, and talents, perform all of the duties required of my position! In carrying out these duties and responsibilities, I shall comply with all Employer policies, procedures, rules and regulations, both written and oral, as are announced by the Employer from time to time.

What We Will Achieve Together… As an Atticus team, we're committed to delivering on the Massage Envy brand promise—we help you take care of you—every day to clients and employees alike. As the connector between the franchise owner, franchise staff, and clients, you're the leader of the mission, bringing everyone together to work cohesively toward that goal. Read on to see the specifics…

Leading, Coaching, and Counseling Teams

Driving Results Using Reports:

• Maintain Communication Boards using the most recent layout provided by home office
• Utilize the Pulse, Weekly Dashboard, LMT Service Hour Tracker, Retail Detail, and Contest Leader Boards to analyze the business, set goals, and communicate with team
• Utilize the Sales Training Checklist and Pulse Daily Scorecard to conduct daily huddles with the FDSAs
• Utilize the LMT Service Hour Tracker and the Retail Detail to conduct weekly 1:1s with the SPs
• Plan and conduct quarterly full staff meetings and monthly front of house meetings.

Cultivating Culture:

• Execute the culture card routine.
• Celebrate team milestones (birthdays & anniversaries)

Onboarding/Ongoing Training:

• Train all new hires *ensure compliance with MEF requirements.
• Re-Train Underperforming FDSAs – Complete follow up required after re-attending DM sales training Provide support in securing CEUs to SPs (both online and hands -on)

HR Administrative Responsibilities:

• Execute Recruiting Routine in partnership with Area Manager
• Conduct in person interviews as directed by Area Manager
• Complete Manager Annual Training
• Maintain Performance Binder
  • Performance Calendar for each team member
  • Complete sales observation checklists for FDSAs to go in Performance Binder
• Manage Service Provider and Front of House Schedules
  • Time off requests for all employees.
• PTO administration
• Schedule Change Requests
• Manage Esthetician Clocked-In Time
  • Ensure use of non-booked time is used on BOB and Lobby Time
• Uphold Employee Performance Management as directed by Area Manager

Schedule Expectations:

• Front Desk Coverage
  • Work a minimum of 25 hours per week at the front desk, performing all duties and responsibilities of the FDSA role exceptionally.
  • In the event of underperformance, GM’s are required to work during peak business hours, which include nights and weekends.

Client Relations

Client Contact/In Moments Response:

• Provide best in class customer service when handling complaints from clients
  • Handle detractor and contact requested surveys in 24 hours
  • Reach out to guests with passive/promoter surveys to rebook
• Providing a Safe Environment
  • Ensuring proper signage is posted in all required areas
  • Brochures up to date, in accessible space, in stock
  • Be knowledgeable of IR Response/Reporting Procedures
• Guest Outreach Routine
• Guest Blocking Routine
• Member Management
  • EFT Control Panel Maintenance – Error Management
  • Suspended Member Routine
  • Membership Cancellation Routine
  • Validate and Execute Membership Freezes/Freeze Plus
  • Contact Expiring Memberships (both memberships and payment type on file)
  • Manage “Forms out for Return Folder”
  • Execute Membership Transfers from other locations

Financial Responsibilities

Loss Prevention:

• Analyze and submit reports, providing explanation for reasoning behind each potentially revenue compromising action taken in Meevo during reporting period.
• Cash Control – ensure register is balanced, cash cover sheet and register binder are utilized daily.

Inventory:

• Count inventory/Create purchase orders
• Order supplies on cadence
• Maintain Accuracy of Inventory Report (MI025) in Meevo
• Execute End of Period Inventory Routine Office Supply Requests (outside of pre-approved items on Office Depot)

Payroll:

• Verify Register Accuracy
• Labor Expense Management
  • SP Sit Time
  • FDSA Staffing

Clinic Functionality & Atmosphere Maintenance

• Repairs and Maintenance Routine
• Linen Management
• Room Schedules
• OSR of Clinic
• Install seasonal POP Kits and Launch Boxes Complete Clinic Readiness Spreadsheet Monthly

Required Communications

• District Leadership Call – Led by DM
• Regional Organizational Leadership Calls – Led by Regional VP
• Organizational Leadership Call – Led by Brand President
• Participating in outlier programs as directed by DM, VP or Atticus Corp