General Manager

About the Role

milk + honey is a thriving collection of day spas, salons, and medSPAs, dedicated to helping people relax, feel good, and prioritize their well-being. Guided by our core values—kindness, connection, integrity, inclusiveness, and excellence—we create a welcoming space where guests can unwind and enjoy high-quality self-care services. Our General Manager is our experience and culture leader, responsible for ensuring all guests are provided with an exceptional experience and supporting all guest escalations. This role owns and strategizes local marketing through community outreach and collaboration, and is also responsible for oversight and management of location P&L statements, revenue generation, cost management, and overall EBITDA results.

Responsibilities

• Financial Targets and Revenue: Drive revenue and profitability through P&L oversight and management; apply strategic approach to revenue growth; manage financial budgets and control expenses as they relate to supply, operating costs, and cost of wages compared to revenue.
• Guest Experience Oversight: Build and maintain strong relationships with clients to encourage repeat business and positive word-of-mouth; own overall guest experience by ensuring location brand standards are maintained; maintain a positive NPS score that aligns with company standard.
• Team Leadership and Development: Oversee hiring, training, and development of all staff to ensure high performance and job satisfaction; own overall employee experiences by ensuring location culture is maintained; oversee, manage, and grow location leadership teams; develop and coach direct reports in leadership roles and areas of responsibility; oversee, manage, and grow medSPA team focus including managing operational people aspects and partnering with medSPA Medical Director as needed, planning and driving medSPA revenue, and ensuring medSPA inventory is managed within budget; lead the Concierge team towards creating on-brand guest experiences through coaching and accountability; achieve sales, rebooking, and membership targets.
• Employee Relations: Foster a positive and inclusive work environment, address employee concerns, and ensure compliance with labor laws; uphold milk + honey policies in partnership with Operations, People, and Legal Teams as needed.
• Marketing and Brand Strategies: Drive local and community marketing strategies, collaborating with community partners, and utilizing social media to promote spa and medSPA services; partner with HQ marketing team to identify local partnerships, brand ambassadors, and event opportunities; partner with marketing on promotional needs and local levers to drive demand and increase utilization; regularly participate in outreach strategies; leverage trade to build partnerships with neighboring businesses; ensure marketing signage, collateral, and product is current and refreshed seasonally.
• Operational Excellence: Ensure all spa operations run smoothly and efficiently, including inventory management, scheduling, and compliance with health and safety regulations; uphold brand standards on a daily basis as outlined in Standards of Excellence walk-through; complete Brand Standards Walk Thru on a quarterly basis.
• Talent Management: Oversee hiring, onboarding, and succession planning; promote engagement and strong employee retention; partner with key stakeholders to achieve monthly hiring targets; ensure the process for hiring and onboarding talent is timely; strategically hire to meet seasonal demand and aim to meet the company utilization target of 70%; support employee relations or escalations as needed; develop and implement strategies to retain top talent; foster a positive work environment, offer professional development opportunities, and maintain open communication to ensure high employee engagement and satisfaction; uphold milk + honey policies in partnership with Operations, People, and Legal Teams as needed; measured through eSAT, pulse survey, and retention results.

Qualifications

• Bachelor's Degree or equivalent experience
• 5+ years of overseeing a team of 50+ people
• Previous experience with P&L management, owning and increasing revenue, and driving guest experience with luxury brands
• Self-starter and driver for the location, with the ability to work autonomously and with a team
• Comprehensive understanding of all systems and programs essential to the leadership team
• Available as needed for protocol and system questions from the leadership team
• Demonstrate the ability to respond calmly and with clarity in high-pressure situations
• Personify milk + honey's core values in every interaction with guests and the team
• Be a proactive partner with HQ

Benefits

• Competitive compensation & bonus structure
• Affordable Health, Dental and Vision plans after 30 days of employment
• Paid Time Off upon hire
• Matching 401k Plan
• Company Paid Basic Life/AD&D
• m+h Monthly Spa Credit
• Generous Discounts on Spa, Salon, and medSPA treatments and products (based on location availability)
• Training Opportunities and Continuing Education
• LA Fitness
• Parental Leave Program
• Paid Volunteer Time Off Opportunities