General Manager

The NOW Little Italy•San Diego, CA

20d

About The Position

The NOW Massage Little Italy is seeking a General Manager to lead its boutique through growth and expansion. The role leads and mentors Front Desk Associates, Massage Therapists, and administrative and leadership teams while overseeing smooth business operations, an excellent guest experience, and profitable practices. The General Manager motivates and inspires people to achieve results, represents The NOW’s vision, and ensures member and guest experiences reflect its Brand Truths. The fast-paced, results-oriented environment requires adaptability and the ability to motivate the team through business challenges and toward organizational goals. The position oversees hiring, team development, human resources, guest experience, scheduling, payroll, accounting, budgeting, inventory, compliance, sales, and local promotions and collaborations. The role requires flexible availability, including evenings, weekends, and holidays. Boutique operating hours are Monday through Thursday, 10 a.m. to 9 p.m., and Friday through Sunday, 9 a.m. to 9 p.m.

Requirements

7 or more years of management and operational experience in the service industry.
At least 2 years of industry or similar-business experience operating a fast-paced, high-volume business.
Human resources experience, including hiring, performance management, and career development.
Experience managing operations based on established KPIs.
Budget management experience.
Business acumen and the ability to manage and grow a business based on revenue, expenses, and team performance.
A proven track record in sales and building a recurring guest base and sense of community.
Excellent customer service skills.
Excellent communication, listening, and computer skills.
Ability to lead a team and enjoy mentoring people.
Ability to work flexible hours, including evenings, weekends, and holidays.

Nice To Haves

Membership program and/or wellness industry experience.

Responsibilities

Recruit, hire, develop, mentor, and coach Front Desk Associates and Massage Therapists.
Handle human resources responsibilities, including documenting and delivering performance management and maintaining positive team relationships.
Deliver a high-level guest experience by addressing floor issues, reviews, feedback, and community engagement, and resolving guest and employee relations issues in keeping with The NOW’s Brand Truths.
Build and maintain team schedules to maximize productivity and efficiency while managing payroll and scheduling demands in a timely manner.
Perform accounting duties, including managing payroll, minimizing expenses, and executing inventory.
Monitor and adhere to budgets and drive sales through effective financial management.
Maintain standards for cleanliness, safety, and compliance, including massage therapy laws.
Plan and oversee promotions and collaborations with local businesses to enhance brand presence.