ASSISTANT MANAGER – 3/4 to F/T

COMPANY: Fresh Start Health Retreat, operating from 4384 South Island Hwy, Oyster Bay, BC, V9H 1E8

PAY: Starts at $27. Top pay $35 - raises are gradual and are merit-based.

START DATE: Sep 15 or TBD.

SUMMARY:

Assistant Manager is the primary person responsible for smooth program operations. It is a high-pace, high-stress environment where you'll need to make a lot of decisions on the fly. Technical ability is #1 requirement (ex. ability to figure out/ learn on a fly how to troubleshoot a printer jam or set-up printer drivers, how to manage the computer network, how use a generator in case of a power outage, how use a water back-up system if there is a leak etc.).

Assistant Manager directly works with and reports to the Program Manager and ensures that everything is prepared for the program (supplies, guest documentation, equipment and key training for new hires). During the program, he/she supports the team in service delivery and fulfills Program Coordinator duties, anywhere from cleaning of the spa area and laundry, to managing guest documentation and various program-related tasks. From the management standpoint, this position includes prevention/ trouble-shooting of day-to-day issues, operations quality control, team training and a few HR-related tasks, such as sourcing and prescreening candidates, onboarding/offboarding, team compliance and training.

Between programs, there will be various projects related to process improvement, procedure development and anything else as needed.

You need to have outstanding technical/ office/ operations management skills, interpersonal skills, be a quick thinker with an excellent ability to get oral instructions and attention to detail, be adaptable, hands-on and not afraid of any work.

MAIN RESPONSIBILITIES:

This position includes a variety of duties, from simple to advanced.

Operations Management: inventory management, ordering supplies, preparation, and running a program. You'll be working in a high-tech, high-paced and high-stress environment. You will need to prevent and resolve various situations. For example, an instructor got sick – you learned a few lectures and can substitute at the last moment. A guest did not show up for an appointment – you found the person or rearranged appointments to avoid a gap for the therapist. A kitchen staff had a family emergency – you went upstairs and did a critical cleaning and juicing. Note: you observe/record issues and, together with management, develop and implement long-term solutions/ improvements.

IT Systems Trainer, Advanced User/ Systems Administrator

We use systems as leverage, but we have more than one non-techy team member who needs consistent training in basics, for example, how to save a picture in a Word document, turn on the video projector or use the Printer. You will be the team's go-to person for anything technical.

Many tasks and development projects will involve the use of systems. You are responsible for mastering basic to administrator rights (depending on the need) of such systems as:

Infusionsoft by Keap, Wordpress on WP Engine, Roboform, Box.com, BambooHR, Indeed and other Hiring Platforms, wheniwork, Trainual, Any Desk, TeamWorkProject, Parsley Kitchen Software, CognitoForms, Once Hub, advanced Microsoft Office user (Word, Excel, PowerPoint and Exchange Outlook), ScreenPal, Snagit, Sprout Video, Camtasia). The list is not exhaustive. No training will be provided on how to work with each of the 3rd party systems. You'll need to self-train.

In-house built CRM (FS Portal) – the training will be provided by the software engineers.

HR Assistance: sourcing applicants, pre-screening, onboarding, and ensuring annual compliance by the entire team. You are responsible for managing all HR documentation and for keeping the team compliant. Most tasks are basic and do not require advanced HR knowledge.

Program Coordinator (PC) –until we reach consistent groups of 16, you'll be fulfilling this role 5 days per week during the programs – as per the Program Coordinator duties listed below. Many afternoons are quiet, and you'll be able to catch up on team training, HR tasks, and ordering supplies. As the load increases, we'll hire additional help for housekeeping, laundry and some other basic tasks. The rest of the PC duties may remain your responsibility.

Coordinator Duties Include:

• Documentation collection, generation and assembly (guest binders and bags; health forms, allergies and arrival day reports; health assessment folios)
• Daily clean treatment rooms, showers/washrooms, spa lobby, entrances, and laundry. Company vehicles' cleaning.
• Assist Program Directors with guest request management; appointment booking, changes and cancellations; run-around (lots of up and down between both floors)).
• Custom Protocols (individualized supplement packages): get supplies in town, pick-n-pack, prepare custom formulations, and generate reports for guests and the kitchen. Requires high accuracy and completion within tight deadlines.
• Guest Checkouts: prepare end-of-stay estimates, add/remove products, add Tips, process payments and refunds on the debit machine, online or accept e-transfers. Save Invoices. Generate Registered Therapists' Invoices.
• Guest Folios Preparation (include Tips to Take Home, Reports of Assessments).
  

Training: induct and support new Body Workers/ Therapists, train Program Coordinators, train the Program Director in operational (non-expert) tasks (ex. Check-outs, Appointments Bookings, What's Where in the Storage etc.); Kitchen/ Housekeeping Trainees – jointly with Chefs Supervisor and Kitchen Assistants Supervisor ensure that each new hire has completed all on-the-job required training. Note: You do not train kitchen staff. You only oversee the completion and collect reports as a training project manager.

Quality Control: To ensure that the operational Company standards are upheld and procedures followed.

SOPs: create, update, and submit for approval to the Program Manager. You need to be able to develop procedures using screen casts.

Supplies ordering, storage/ inventory management, and equipment maintenance - vacuum cleaners, colonic machine filters change, change light bulbs, computers and printers troubleshooting, AV equipment set-up and trouble-shooting (mic, portable speakers or portable video projector), company vehicles etc. Servers are currently managed by the remote IT systems admin manager. Occasionally, you will need to work together to run updates, do hardware upgrades, or semiannual server maintenance.

Miscellaneous Projects: post-program guest appreciation, video testimonials preparation, documentation proofreading, and others, as needed.

Note: During programs, you'll be 80+% busy with day-to-day operations. Most development projects will be done between programs.

The list of duties is not exhaustive.

HOURS:

We run our programs close to 50% of the year. Each of our eight programs is 3 weeks long, all alternating with 3 weeks off, except there is a longer break in wintertime. Your hours will vary during and between programs. See Program dates on the site.

Hours During 21-Day Programs: Approx. 40 hrs. per week.

Scenario 1 Very Small Groups: six 6.5 hr. days 10-5:30 (Sun off)

Scenario 2: Small Groups: five 8-hr days per week 9-6, minus 1-hr break (Thu and Sun off).

Scenario 3: Large Groups:

Sunday 2-7:30+ pm; 1st Mon and last Sat (and some other busy days), minus 1-hr break: 9 am-8 pm

The rest of the days: 11 am - 8 pm, minus 1-hr break (Tue and Thu off)

IMPORTANT TERMS IN REGARDS TO HOURS: The hours above are sample and may vary, depending on the need. No advance notice will be provided about scheduling or changes during the program hours. We can never say exactly what hours will be needed during the program, as it depends on guest numbers, situations, and staffing on a particular day. When in training, the hours may vary based on the training duties requirements. Being a management position, it is not a 9-5 Mon to Fri. You and your family guarantee that you will work evening hours and weekends and be adaptable to last-minute schedule changes. All your outside commitments/ classes during the program periods must be flexible and work around the needs here. In case of emergencies, you need to be able to come outside of your typical hours or extend them.

Between Programs Schedule:

Week 1: Wed or Thu to Fri 9-4 p.m., minus 1 hr. break (this week, you'll catch up on stats that you may have worked on during the program and get some extra rest).

Week 2: Mon to Fri 9-4 p.m., minus 1 hr. break.

Week 3: Mon, Tue, Thu to Sat 9-4 p.m., minus 1 hr. break (if a group is large, the day may extend, especially Sat up to 6 p.m.).

Annual Winter Layoff: There will be up to 6 weeks of layoff from the end of Nov to the beginning of January.

DISCLAIMER ABOUT NO CAREER GROWTH: We are a small family-run business, and each position is hired to fulfill a specific role. Due to the size, we are not planning to create a General Manager position, as owners will always be fulfilling this role. However, after a few years with a company, you may be requested to substitute the owners in their absence for several months in a row. There will be extra compensation for that. The opportunity will be subject to your deep understanding of the company operations and ability to make quality independent decisions.

MAIN SKILLS REQUIRED:

• Technical mindset and skills
• Operations, ability to see processes and project management
• Outstanding communication and customer service skills
• Interest in Natural Health and some knowledge in the area of Natural Health
• Most important: you will carry a serious responsibility. You need to be a go-getter, someone who can figure out things and, in case of unexpected emergencies during program dates, will need to step in and resolve, even outside of your hours, or to stay longer.

ADDITIONAL SKILLS/ QUALITIES REQUIRED:

• Outstanding written English skills and spelling
• Ability to take oral instructions effectively
• Fast new software learner and technically skilled (ex. you can rip an old VCR tape or CD, convert MTS file into MP4 etc).
• You are practical and hands-on (ex., you can put together a desk and troubleshoot equipment)
• Experience in procedure creation using screencast and video, basic video editing skills
• Team training skills
• Attention to detail, time management, ability to multi-task and not drop balls
• There is no job below you - you are happy to clean treatment rooms and washrooms, and do laundry
• Outstanding self-care routines and ability to carry the load - physically, mentally and emotionally

ABOUT US

Fresh Start specializes in 7, 14 and 21-day health restoration retreats. We use natural health methods to help people improve their physical, emotional wellbeing and quit smoking. Due to the nature of our business, all our staff is non-smoking.

FACILITIES PICTURES https://healthretreat.box.com/s/myrmx5aju2sy4qlp95npuix0a1mhp760

THERAPIES PICTURES https://healthretreat.box.com/s/uwyx0ewvvs01cr0s6pj777i0xaibbb9v

GUESTS EXPERIENCE https://healthretreat.box.com/s/buagqnf3f20q093p5vzk6nhl6a2pag9u

OUR GUESTS' STORIES: the stories are long, please feel free to listen to the intro or the entire one

https://www.healthretreat.ca/testimonial-items/my-blood-sugar-has-normalized-completely-and-thats-with-zero-medication/

https://www.healthretreat.ca/testimonial-items/how-after-20-yrs-of-battling-with-hashimotos-i-lost-53-lbs/

https://www.healthretreat.ca/testimonial-items/i-overcame-resentment-towards-a-parent-and-love-and-grieve-that-parent-now/

ADVANTAGES OF WORKING WITH US:

Positive, upbeat environment. Seeing the health transformation of the guests and making a difference. Beautiful facilities and oceanfront location. Free access to the fitness room, health spa appointments at a cost (up to 55% savings), health supplements at a cost (up to 40% savings).

IF YOU APPLY FROM EXTERNAL JOB BOARDS: Please read the detailed description and apply online on our Company Job board: https://freshstart.bamboohr.com/careers/73?source=aWQ9OA%3D%3D