General Manager

Description:

General Manager, Thermal Springs + Wellness
CASCADA

Position Overview:
CASCADA is seeking a highly skilled and motivated General Manager, Thermal Springs + Wellness to manage the day-to-day operations of our Thermal Springs facility and spa. This role reports to the Managing Director and will be responsible for meeting financial goals, leading staff development, and serving as the liaison between various departments within the organization. The General Manager, Thermal Springs + Wellness will play a key role in developing a team capable of sustaining high standards of hospitality and professionalism, motivating and leading staff to exceed guest expectations and ensure overall success. This role will be a liaison to both our members and the public at large.

Essential Functions:

As General Manager, Thermal Springs + Wellness, you will oversee all Thermal Springs, Spa + Fitness operations, ensuring the highest standards in the following areas:

Essential Functions

• Developing and monitoring financial strategies to increase revenues while controlling operating expenses, monitoring annual budget and forecasts, reviewing monthly financial statements, implementing inventory management and purchasing procedures, as well as monitoring and adjusting staffing levels, spa service appointments and operational expenses, to maximize spa profitability.
• Assisting with the screening and selection of all qualified spa candidates, communicating performance expectations, providing Associates with ongoing feedback, mentoring, and conducting official performance reviews. Preparing work schedules for all teams to ensure team satisfaction and cohesion.
• Providing Associates with coaching and counseling as needed to achieve performance objectives and reach their fullest potential.
• Developing and enforcing standard operating systems. Coordinating new hires and continuing training programs and ensuring the facility is maintained to high spa standards.
• Work in partnership with Directors of Facilities and Housekeeping to ensure all spaces within the Thermal Springs, Spa, and Fitness areas remain clean and in excellent working order.
• Strategically and proactively developing programs to increase revenue-generating opportunities, enhance the guest experience, and increase the repeat guest base. Creating Wellness and Fitness experiences that align with guest interests and ability levels.
• Establishing beneficial partnerships with all product, equipment, and supply vendors that include competitive pricing, technical support, training programs, and co-op promotions.

This position is also an Executive Committee member and is responsible for duties thereof as assigned.

• Leadership + Operations Management:
  • Direct and manage all Thermal Springs, Spa and Fitness operations, including guest services, membership sales and relations, programming, revenue generation, inventory management, and cost control.
  • Implement and maintain budgets and forecasts, ensuring financial goals are met.
  • Build all compliance policies and procedures in partnership with the Director of People + Culture and Managing Director, and monitor performance.
  • Provide leadership through training, coaching, and recognition of team members, developing a team capable of sustaining high standards of hospitality and professionalism.
• Guest Relations & Customer Service:
  • Resolve guest issues promptly and ensure satisfaction.
  • Ensure all team members are fully trained in service recovery plans.
  • Monitor guest feedback and ensure appropriate follow-up through comment cards and other techniques.
  • Maintain a safe, secure, and welcoming environment for all guests.
• Staff Development & Supervision:
  • Recruit, interview, hire, and train staff, ensuring adequate coverage and service levels.
  • Conduct regular staff meetings, training workshops, and evaluations to maintain high service standards.
  • Supervise and motivate staff, ensuring they are knowledgeable about spa products, services, and policies.
  • Develop a positive work environment through effective communication, feedback, and recognition.
  • Ensure all team members are fully trained in service recovery plans.
• Sales:
  • Utilize up-selling techniques to increase sales and promote retail items.
  • Develop and implement retail sales plans, establishing service and retail goals for staff.
• Financial + Inventory Management:
  • Develop and manage inventory control systems and ensure appropriate levels of spa equipment and supplies.
  • Provide regular financial reports to the Managing Director for sales and performance tracking.
  • Implement cost-effective measures and ensure efficient scheduling to stay within budgetary guidelines.
• Other Duties:
  • Perform other tasks as needed to support the facilitys operations and ensure overall success.

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