Assistant Manager / Assistant General Manager

milk + honey•Austin, TX

7h•Onsite

About The Position

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. From luxurious spa and medSPA treatments to expert salon services, our team is passionate about delivering exceptional experiences that nourish the body and mind. Join us in our mission to help people relax and feel good; provide a place where guests can escape, nourish their wellbeing, and satisfy their self-care. Our Assistant Managers / Assistant General Manager are known as our people managers and provider experience leaders. This role is responsible for hiring, onboarding, provider schedules and delivering provider reviews. Our Assistant Managers / Assistant General Manager own coordination of in location training in partnership with our Department Heads and Brand Trainers. This role is also responsible for hosting quarterly department meetings and ensuring these are productive and action is followed up with afterwards.

Requirements

Must be able to sustain reasonable physical activity for the duration of a scheduled shift inclusive of being able to stand, bend, and perform treatments for extended periods of time.
Have a fundamental understanding of all of the systems and programs that are essential to the leadership team of the location
Resilient leader able to thrive in a dynamic, constantly evolving environment
Be available on an on-call basis for protocol and system questions from our team
Demonstrate the ability to multitask in a high-pressure environment
Passion for milk + honey and ability to personify milk + honey’s core values in every interaction with clients and coworkers
Strong understanding of strategic scheduling and a history of delivering on financial results
Proven record of developing great talent
Experience in coaching, counseling, and conflict resolution
Ability to work flexible hours to meet the needs of the business including nights, weekends, and holidays
Assistant Managers have less than 3 years of luxury spa, luxury hospitality, or retail people leadership experience
Assistant General Managers have 3+ years of luxury spa, luxury hospitality, or retail people leadership experience

Responsibilities

Support revenue growth through strategic scheduling and upholding a high quality of service for our guest
Support financial budgets and control expenses as it relates to cost of wages compared to revenue
Educate team on strategies to ensure provider utilization remains at 70% or better
Track and coach to key metrics that relate to guest retention and engagement: retail to service ratio, rebooking rates, guest retention
Overseeing, managing and growth of location providers
Develop and coach Department Heads and Brand Trainers in areas of responsibility
Leverage feedback from Listen 360 to coach providers in areas of success and opportunities
Partner with Training + Education Manager to ensure monthly/ quarterly trainings are in place for all spa departments
Conduct monthly and annual performance reviews for all location providers
Ensure Customer Journey/ Service Cycle is being followed by each team member to build guest retention and satisfaction
Builds relationships naturally, embraces milk and honey core values, provides excellent experiences
Support ongoing learning and development of team members by providing direct feedback, coaching, mentoring, and career path guidance, and addressing performance concerns
Promote a culture of coaching and continuous feedback
Own process for hiring and onboarding location provider team members
Partner with Department Heads and Brand Trainers to ensure an individual development plans are outlined for all new bees for the first 90 day
Support engagement and strong employee retention
Partner with GM to achieve monthly hiring target
Ensure hiring and onboarding on new talent is timely per standard
Fostering a positive work environment, offering professional development opportunities, and maintaining open communication to ensure high employee engagement and satisfaction in partnership with the Training + Education Manager
Uphold milk + honey policies in partnership with GM
Measured through eSAT, pulse survey, and retention results
Foster a positive and inclusive work environment, addressing employee concerns, and ensuring compliance with labor laws
Strong communicator able to set clear objectives to create an environment of accountability
Highly motivational; positive and inclusive people leader

Benefits

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
Internal growth + mobility
m+h Monthly Spa Credit
Generous Discounts on Spa, Salon, and medSPA treatments and products (based on location availability)
Training Opportunities and Continuing Education
Gold’s Gym Discount
Parental Leave Program
Paid Volunteer Time Off Opportunities