The General Manager (GM) is responsible for overseeing the daily operations and long-term strategic planning of multiple spa and aesthetics outlets. You will be on the grounds, managing staff, ensuring excellent customer service, maintaining financial performance, and implementing business strategies to drive growth and profitability. The GM will ensure all locations operate consistently and efficiently while upholding the company’s standards and reputation, and adhering to government regulations and licensing requirements.
Key Responsibilities:
Operational Management:
- Oversee the daily operations of all spa and aesthetics outlets.
- Ensure all locations comply with company policies, procedures, and quality standards.
- Implement and monitor operational processes to enhance efficiency and customer satisfaction.
- Coordinate with department heads and Sales Director to streamline operations and improve service delivery.
Staff Management:
- Recruit, train, and manage staff across all outlets, including aestheticians, therapists, receptionists, and support staff.
- Conduct performance evaluations and provide ongoing coaching and professional development.
- Foster a positive and productive work environment.
- Handle disciplinary actions and resolve staff conflicts promptly and effectively.
Customer Service:
- Ensure high standards of customer service are maintained across all locations.
- Address and resolve customer complaints and feedback in a timely manner.
- Develop and implement customer service training programs for staff.
- Monitor customer satisfaction through surveys and feedback mechanisms.
Financial Management:
- Prepare and manage budgets for each outlet.
- Monitor financial performance, including revenue, expenses, and profitability.
- Implement cost control measures and identify opportunities to increase revenue.
- Analyze financial reports and present findings to senior management.
Marketing and Sales:
- Develop and execute marketing strategies to attract new customers and retain existing ones.
- Collaborate with the marketing team to plan and implement promotional campaigns and events.
- Monitor market trends and competitors to identify opportunities for business growth.
- Oversee sales performance and set sales targets for each outlet.
Strategic Planning:
- Develop and implement long-term strategic plans for the growth and expansion of the business.
- Identify new market opportunities and potential locations for new outlets.
- Work with senior management to set business goals and objectives.
- Stay informed about industry trends and advancements in spa and aesthetics services.
Compliance and Safety:
- Ensure all outlets comply with government and law regulations.
- Maintain high standards of hygiene and safety in all locations.
- Oversee the implementation of health and safety protocols.
Inventory and Equipment Management:
- Oversee the procurement and maintenance of equipment and supplies.
- Manage inventory levels to ensure optimal stock without overstocking.
Qualifications:
- Education: Bachelor’s degree/Diploma in Business Administration, Hospitality Management, or a related field.
- Experience: Minimum of 5 years of management experience in the spa, aesthetics, or hospitality industry.
- Skills:
Strong leadership and management skills.
Excellent interpersonal and communication skills.
Proficient in financial management and budgeting.
Ability to develop and implement business strategies.
Strong problem-solving and decision-making abilities.
Knowledge of spa and aesthetics services and trends.
Proficiency in Microsoft Office Suite and management software.
