Brand Summary
The NOW, a new concept massage boutique, was founded on the principle that self-care is a necessity not a luxury. Designed to serve as an oasis from today’s fast paced digital society, their goal is to offer high-quality, affordable massage services in an inspired setting. After launching in 2015, The NOW quickly became a wellness destination for globe-trotting influencers and locals alike.
Job Description
The General Manager is responsible for the leadership and mentoring of the Experience Guides, Massage Therapists, and Boutique leadership team. Oversees seamless operations of the boutique while adhering to budget and financial goals. Works side by side with boutique team leading by exemplary example.
Position Requirements:
• Must be detail-oriented and have the ability to multi-task while managing a high-volume business.
• Ability to be efficient and productive in a fast-paced environment with strong skills in day-to-day operations.
• Must have the enthusiasm and possess excellent guest service skills for both internal and external guests.
• Enjoy working with people and possess a friendly and outgoing personality.
• Excellent communication, listening, and computer skills.
• Must be a team leader and enjoy mentoring people.
Duties and Responsibilities:
• Responsible for projecting a positive image within the boutique, maintaining an atmosphere of cooperative teamwork that emphasizes guest service and satisfaction.
• Inform staff of job responsibilities, performance expectations, guest service standards, and corporate policies and guidelines.
• Able to perform, with a high level of excellence, all duties, and responsibilities as required of the boutique teams.
• Provide top-level guest service for all including internal guest service.
• Lead by example in promoting services, enhancements, membership, and retail, as well as special events, and promotions available.
• Establish and maintain open, collaborative relationships with employees and ensure employees do the same within the team.
• Use data insights to make informed decisions that will further boost sales and improve guest retention
• Develop and execute detailed sales plans to boost memberships, rebooking, and revenue per service.
• Reviews secret shop reports, guest survey results, and other data to identify areas of improvement.
• Consistently assess employee performance and provide constructive feedback to the champion's continued growth of team members.
• Properly document and deliver appropriate corrective action as needed when employees are not performing to company standards and/or are in violation of company guidelines and policies.
• Train staff on upselling service enhancements, memberships, and retail products.
• Check boutique equipment to ensure properly functioning.
• Coordinate schedules to maximize usage and efficiency.
• Develop staff service or retail goals and guide staff in goal achievement.
• Adhere to boutique budgets and financial goals.
• Inventory products and order new supplies.
• Monitor operations to ensure compliance with applicable health, safety, or hygiene standards.
• Perform accounting duties, such as recording daily cash flow, preparing bank deposits, or generating financial statements.
• Monitor and prepare payroll for Experience Guides and Massage Therapists in coordination with the accounting department.
• Work with Recruiting & Training Manager to recruit, interview, and hire employees.
• Respond to customer inquiries or complaints with urgency in a timely manner.
• Schedule staff or supervise scheduling.
• Verify staff credentials, such as educational and certification requirements ensuring all remain current.
• Direct facility maintenance or repair.
• Collaborate with Leadership Team during regular meetings regarding any improvements.
The Company is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.