General Manager

Position Purpose

The General Manager is responsible for the day-to-day operations of an assigned Massage Envy clinic. This position is responsible for the appropriate management of all aspects of clinic operations including sales, customer service, staffing, and overall management of the clinic. Uphold Massage Envy brand’s core values of optimism, gratitude, excellence, consistency and empathy. Promote the wellness plan and benefits of regular massage, skincare services, and at-home care, while offering best in class customer service to guests and members.

Essential Duties And Responsibilities

• Front Desk Coverage: Work a minimum of 32 hours per week at the front desk, performing all duties and responsibilities of the FDSA role exceptionally.
• Leadership: Be a role model for the Company culture. Responsible for maintaining a professional image and positive attitude while instilling a positive and professional environment for staff, members, and guests always.
• Performance: Responsible for ensuring the clinic meets monthly and annual performance goals. Conduct regular sales and service strategy meetings with staff to communicate expectations, recognize positive behaviors and provide solutions for opportunities. Hold staff accountable for achieving desired results relating to service standards, sales goals, and overall job performance. Conduct daily huddles and provide coaching in the moment as needed. Partner with Area Manager to help administer Performance Improvement Plans as necessary and follow up on performance progress accordingly.
• Member & Customer Satisfaction: Ensure that all members and guests receive the highest possible service and overall experience in all communications and dealings with the clinic. Resolve member and guest service disputes in a positive manner to the highest satisfaction of the member and guest.
• Hiring & Onboarding: Hire, onboard, and train new clinic staff in partnership with the Area Manager. Responsible for hiring top quality Service Providers to ensure the highest level of treatments possible, and to regularly review the performance of the Service Providers, in conjunction with the Back of House Manager to ensure that their performance is consistent with our expectation of high service levels to our members and guests. Ensure that clinic staff receives appropriate training relating to their job requirements. Maintain ongoing training programs and courses for further education and training.
• Operational Excellence: Responsible for ensuring the clinic has the proper supplies, equipment, inventory, and utilities to operate in accordance with the Massage Envy standard operating procedures. Ensure staff schedules are set appropriately, aligned with the business needs, and approved by the Area Manager. Maintain general cleanliness of the clinic, ensure supplies are stocked (retail and operational), and maintenance concerns are addressed in a timely manner.
• Compliance: Responsible for maintaining full compliance with the Massage Envy franchise agreements as well as state and local laws and regulations. Ensure that the clinic maintains all business registrations, business licenses, and Service Provider licenses (where applicable). Ensure that each Service Provider carries liability insurance naming the clinic as an additional insured. Ensure that each Service Provider has an acceptable background check in file, as well as a State and local (if applicable) massage therapy license in file prior to starting work. Responsible for the physical and financial security of the clinic, including: ensuring that the clinic maintains an adequate level of security and internal controls to protect the assets of the clinic, (including cash, equipment, and inventory) and ensuring that all clinic assets are maintained in a safe and secure manner. Follow and promote the Company Code of Conduct. Responsible for ensuring that the Code of Conduct Violation, Handling, and Reporting Policy is administered and adhered to appropriately. Promote employee safety.
• Supervisory Responsibilities: Recruit, train, supervise, develop and evaluate department staff.

Qualifications

• Education And Experience: High School Diploma; and Minimum 2 years of related experience and/or training; or The equivalent education and experience.
• Computer Experience: Should have knowledge of computer operations: email, spreadsheets, databases and word processing software.
• Reasoning Abilities: Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables in situations.
• Physical Demands: Use hands, fingers and wrists to write and work with computer keyboards, mouse and office machines; Work under occasional stressful situations; Talk and hear; Frequently is required to stand, walk, sit and reach with hands and arms; Ordinary vision including close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. May occasionally lift up to 10 pounds.
• Work Environment: Massage retail clinic environment with light to moderate noise.

Competencies

• Problem Solving: Identifies and resolves problems in a timely manner.
• Customer Service: Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Meets commitments.
• Interpersonal Skills: Maintains confidentiality; Able to build a rapport and work with a variety of personalities.
• Teamwork: Balances team and individual responsibilities; Contributes to building a positive team spirit.
• Quality: Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Attendance/Punctuality: Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Dependability: Follows instructions, responds to management direction; Keeps commitments; Completes tasks on time or notifies appropriate person with an alternate plan.