General Manager

milk + honey•Lakeway, TX

17d

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 General Manager is known as our experience and culture leader at our milk + honey locations. This role is responsible for ensuring that all of our guests are provided with an exceptional experience when in location and will support all guests escalations when they occur. Our General Managers own and strategize local marketing through community outreach and collaboration. This role is also responsible for oversight and management of location P+L statements, revenue generations, cost management, and overall EBITDA results.

Requirements

Bachelor’s Degree or equivalent experience
5+ years of overseeing a team of 50+ people
Previous experience with P+L management, owning and increasing revenue, and driving guest experience with luxury brands
Self-starter and driver for the location, possess the ability to work autonomously and with a team
Comprehensive understanding of all of the systems and programs that are essential to the leadership team
Available as needed for protocol and system questions from the leadership team
Demonstrate the ability to respond calmly and with clarity in high-pressure situations
Personify milk + honey’s core values in every interaction with guests and the team
Be a proactive partner with HQ

Responsibilities

Revenue + profitability by committing to P+L oversight and management.
Strategic approach to revenue growth
Manage financial budgets and control expenses as it relates to supply and operating costs
Manage financial budgets and control expenses as it relates to cost of wages compared to revenue
Own overall guest experience by ensuring location brand standards are kept up with
Maintain a positive NPS score that aligns with company standard
Overseeing, managing and growth of our location leadership teams:
Develop and coach direct reports in leadership roles and areas of responsibility
Overseeing, managing and growth of our medSPA team focus:
Manage operational people aspects of medSPA teammates and partner with medSPA Medical Director as needed
Responsible for planning, driving, growing medSPA revenue
Ensure medSPA inventory is managed appropriately and within budget
Overseeing, managing and growth of our Concierge team focus:
Lead the concierge team towards creating on brand guest experiences through coaching and accountability
Achieve sales, rebooking, and membership targets
Uphold milk + honey policies in partnership with Operations, People, and Legal Teams as needed
Drive local and community marketing strategies, collaborating with community partners, and utilizing social media to promote the spa + medSPA services.
Partnering with HQ marketing team to identify local partnerships, brand ambassadors, and event opportunities with your market
Partner with marketing on promotional needs and local levers to drive demand and increase utilization
Regularly participate in outreach strategies
Leverage trade to build partnerships with neighboring businesses
Ensure marketing signage, collateral, and product is current and refreshed seasonally
Ensuring all spa operations run smoothly and efficiently, including inventory management, scheduling, and compliance with health and safety regulations.
Upkeep brand standards on a daily basis as outlined in Standards of Excellence walk through
Complete Brand Standards Walk Thru on quarterly basis
Oversee hiring and onboarding and succession planning.
Promote engagement and and strong employee retention
Partnering with key stakeholders to achieve monthly hiring targets
Ensure the process for hiring and onboarding talent is timely
Strategically hire to meet the needs of seasonal demand and aim to meet the company utilization target of 70%
Support employee relations or escalations as needed
Develop and implement strategies to retain top talent
Fostering a positive work environment, offering professional development opportunities, and maintaining open communication to ensure high employee engagement and satisfaction
Uphold milk + honey policies in partnership with Operations, People, and Legal Teams as needed
Measured through eSATt, pulse survey, and retention results

Benefits

Competitive compensation & bonus structure
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
m+h Monthly Spa Credit
Generous Discounts on Spa, Salon, and medSPA treatments and products (based on location availability)
Training Opportunities and Continuing Education
LA Fitness
Parental Leave Program
Paid Volunteer Time Off Opportunities