General Manager - Hospitality & Business Operator

Sauna House Charlotte•Charlotte, NC

About The Position

The General Manager leads a Sauna House location, focusing on building a high-performing team, delivering an exceptional guest experience, and driving a safe, profitable, and well-maintained business. This role serves as the face of Sauna House in the local community, leading through ownership, accountability, coaching, and operational excellence. Sauna House reimagines ancient traditions of the thermal cycle for the modern world, creating intentional experiences that promote recovery, relaxation, and well-being through heat, cold, rest, and therapeutic massage. They believe exceptional guest experiences begin with exceptional people and invest in their team through coaching, collaboration, and growth opportunities.

Requirements

3+ years of leadership experience in hospitality, retail, fitness, wellness, restaurant, or another customer-focused environment
Demonstrated success leading, coaching, and developing teams
Experience managing financial performance and operating metrics
Ownership mindset with a hospitality-first mentality — humble, adaptable, and confident
Strong emotional intelligence, communication skills, and sound business judgment
Proven ability to solve problems, make timely decisions, and lead through change

Responsibilities

Build, hire, coach, and develop a high-performing team, setting every member up to deliver top-tier hospitality.
Own scheduling, performance reviews, and HR matters with fairness and consistency.
Act as chief culture officer, driving team alignment with Sauna House mission and values.
Ensure every guest receives an exceptional, personalized hospitality experience.
Practice servant leadership, stepping into any role, including the floor, to protect the guest experience during high demand.
Monitor guest feedback and online reviews, and coach the team on hospitality behaviors.
Maintain a safe, "opening day" clean and well-maintained facility at all times.
Oversee preventative maintenance, vendors, and inventory management.
Ensure operational standards, safety, and company policies are consistently followed.
Own the location's P&L, driving top-line revenue while managing labor and controllable expenses.
Monitor KPIs daily, forecast staffing needs, and lead weekly financial reviews with ownership and the franchisor.
Drive membership acquisition and retention through operational excellence and community engagement.
Serve as the primary liaison between the location, franchisees, and corporate leadership.
Collaborate with peers, execute company initiatives, and champion new programs.
Build relationships with local businesses and community partners.
Lead local marketing and outreach efforts that drive brand awareness and guest traffic.