General Manager

Job Description

Job Description

Description:

Are you a leader who drives intentional acts of kindness with the goal of enhancing the world through personal connection and purposeful action? We prioritize excellence, inclusiveness, and integrity, and we are looking for individuals who demonstrate these values. If that sounds like you, we invite you to apply for 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.

Essential Duties and Responsibilities:

Financial Targets and Revenue: 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

Guest Experience Oversight: Building and maintaining strong relationships with clients to encourage repeat business and positive word-of-mouth.

• Own overall guest experience by ensuring location brand standards are kept up with
• Maintain a positive NPS score that aligns with company standard

Team Leadership and Development: Overseeing the hiring, training, and development of all staff to ensure a high level of performance and job satisfaction. Own overall employee experiences by ensuring location culture is maintained.

• 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

Employee Relations: Fostering a positive and inclusive work environment, addressing employee concerns, and ensuring compliance with labor laws

• Uphold milk + honey policies in partnership with Operations, People, and Legal Teams as needed

Marketing and Brand Strategies: 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

Operational Excellence: 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

Talent management:

• 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

milk + honey offers the following 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

Why You’ll Love it Here:

• Embrace Kindness : Work in a supportive environment where your well-being and the well-being of our guest come first.
• Foster Connection : Build deep, meaningful relationships with guests and team members while creating stunning looks that boost confidence.
• Integrity at Every Turn: Deliver high-quality services that you can be proud of, knowing that we hold ourselves to the highest ethical standards.
• Celebrate Inclusiveness : Join a diverse team where everyone’s unique style and perspective are celebrated.
• Pursue Excellence : Thrive in a space where ongoing education, creativity, and personal growth are at the heart of everything we do.

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