Area General Manager

Job Description

Job Description

Massage Envy: 3350 Robinhood Rd

Job Title: 

Massage Envy Area Manager

Department: 

Operations

Reports To: 

District Manager

FLSA Status 

Exempt

Direct Reports: 

General Manager

Key Holder: 

Yes

POSITION PURPOSE 

The Area Manager is responsible for the operations and performance of assigned Massage Envy clinics. This position is responsible for the appropriate management of all aspects of clinic operations including sales, customer service, staffing, and supervision of the General Manager. Uphold Massage Envy brand’s core values of optimism, gratitude, excellence, consistency and empathy. Promote the wellness plan and benefits of regular massage, skincare services, and at-home care, while offering best in class customer service to guests and members. 

The Area Manager upholds and exhibits the Atticus Core Values: Accountability, Teamwork, Thankful, Integrity, Communication, Unwavering Commitment, Service. 

ESSENTIAL DUTIES AND RESPONSIBILITIES 

• Front Desk Coverage 

o Work a minimum of 20 hours per week at the front desk (10 hours per clinic), performing all duties and responsibilities of the FDSA role exceptionally. 

• Leadership 

o Oversight of two or more clinics and supervision of two or more General Managers. o Establish and maintain a visible leadership presence to ensure a culture of excellence in performance, operational compliance, and consistent demonstration of our values. o Promote employee development, define succession plans and pursue talent acquisition to achieve and maintain operational requirements. Continue to build bench strength to grow your team of successors. 

o Ensure smooth flow of operations by planning, identifying, communicating, and delegating key responsibilities and practices to your team. 

o Create plans in conjunction with District Manager to support execution of company initiatives to achieve both operational excellence and business results. Hold General Manager accountable to execute established initiatives and follow up consistently. 

o Hire and onboard new clinic staff to maintain adequate clinic staffing levels. o Ensure adherence to all required MEU and Atticus Franchise Group training plans for all positions. Administer supplemental training as needed.

This job description reflects management's assignment of essential functions, it does not prescribe or restrict the tasks that may be assigned. Nothing in this job description is designed to change the at-will nature of employment with Massage Envy. 

o Responsible for maintaining a professional image and positive attitude while instilling a positive and professional environment for staff, members, and guests always. 

o Provide employees at all levels with coaching, feedback, recognition and developmental opportunities. 

o Responsible for keeping the District Manager apprised of issues, problems, opportunities, and threats which may affect the employees, operations or financial results of the Massage Envy clinics under management. 

• Performance Management 

o Ensure growth and profitability through goal setting, adherence to budget and execution to short and long-term strategies. 

o Responsible for ensuring the clinics meet the monthly and annual performance goals. o Review clinic key performance indicators (KPI) to identify problems, concerns and opportunities for improvement. 

o Hold staff accountable for achieving desired results relating to service standards, sales goals, and overall job performance. 

o Utilize performance management objectives to complete performance reviews, identify opportunities for employee development, and administer corrective action for  

underperforming employees. 

o Conduct regular sales and service strategy meetings with staff to communicate expectations, recognize positive behaviors and provide solutions for opportunities. • Member & Customer Satisfaction 

o Resolve member and customer service disputes in a positive manner to the highest satisfaction of the member and the guest. This includes assisting in issuing any necessary refunds, exchanges, or points offered for compensation to customers. This must be resolved within 48-72 hours. 

o Ensure prompt action is taken on customer feedback via InMoment to completely resolve the matter and prevent reoccurrence. Must be responded to within 24 hours and resolved within a timely manner.  

• Operational Excellence 

o Responsible for ensuring the clinics have the proper supplies, equipment, inventory, and utilities to operate in accordance with the Massage Envy standard operating procedures. o Ensure staff schedules are set appropriately and are aligned with the business needs. o Ensure all marketing materials are compliant with Massage Envy and/or Atticus direction. o Responsible for the physical and financial security of the clinics, including ensuring the clinics maintain an adequate level of security and internal controls to protect the assets of the clinics, (including cash, equipment, and inventory) and ensuring all clinic assets are maintained in a safe and secure manner. 

o Responsible for submitting and approving accurate and timely payroll, including all related personnel documentation (i.e. status change forms). 

o Ensures clinic checklist is completed multiple times per day. 

This job description reflects management's assignment of essential functions, it does not prescribe or restrict the tasks that may be assigned. Nothing in this job description is designed to change the at-will nature of the employment relationship with Atticus Franchise Group.

• Compliance 

o Follow and promote the Company Code of Conduct. Responsible for ensuring the Code of Conduct Violation, Handling, and Reporting Policy is administered and adhered to appropriately. Manage guest or employee incidents pursuant to our internal policy to keep operations to standard. 

o Have knowledge and awareness of worker’s compensation and other employee matters within the clinic(s). 

o Knowledge of the media handling policy and crisis communication guide; respond immediately and effectively to any matters of this nature. 

o Responsible for maintaining full compliance with the Massage Envy Franchise Agreements as well as state and local laws and regulations, including, but not limited to OSR preparation and compliance. 

o Follow and promote the Employee Handbook 

o Immediately report to HR any observed (or learned about) inappropriate behavior, risk safety issues, or violations of any law. One of our objectives is to promote employee safety. o Responsible for ensuring all employees of are properly documented and all hiring and employment practices are in full compliance with all applicable laws and regulations. This includes ensuring all employees undergo a background check prior to employment, including any criminal and sex offender charges. 

o Responsible for ensuring that all employees of clinic are properly documented and that all hiring and employment practices are in full compliance with all applicable laws and regulations. This includes ensuring that all employees undergo a background check prior to employment, including any criminal and sex offender charges, and ensuring that no known criminals or sex offenders are employed by the clinics in compliance with Atticus Franchise Group policies. 

• This position shall not enter into contracts on behalf of Atticus Franchise Group or its affiliates without written approval from the President. 

• Other duties as assigned. 

SUPERVISORY RESPONSIBILITIES 

Recruit, train, supervise, and evaluate department staff. 

MINIMUM QUALIFICATIONS 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The minimum requirements listed below are representative of the knowledge, skills and/or ability required. Reasonable accommodations may be able to enable individuals with disabilities to perform the essential functions. 

EDUCATION AND EXPERIENCE

This job description reflects management's assignment of essential functions, it does not prescribe or restrict the tasks that may be assigned. Nothing in this job description is designed to change the at-will nature of the employment relationship with Atticus Franchise Group.

• High school diploma or equivalent (GED) required. 

• Minimum 2 years of related experience and/or training. 

• Minimum 1 year of General Manager experience. 

COMPUTER EXPERIENCE 

• Should have knowledge of computer operations: email, spreadsheets, databases and word processing software. 

LANGUAGE SKILLS 

• Ability to read, write, and comprehend instructions, correspondence and memos. • Ability to effectively and professionally present information in one-on-one and group situations.  

MATHEMATICAL SKILLS 

• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.  

• Ability to compute rate, ratio and percentages and interpret bar graphs. 

REASONING ABILITY 

• Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form.  

• Ability to deal with problems involving several concrete variables in situations. 

REQUIRED CERTIFICATES, LICENSES, OR REGISTRATIONS 

N/A 

PHYSICAL DEMANDS 

The physical demands described here are representative of those which must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Use hands, fingers and wrists to write and work with computer keyboards, mouse and office machines; 

• Work under occasional stressful situations; 

• Talk and hear; 

• Frequently is required to stand, walk, sit and reach with hands and arms;  

• Ordinary vision including close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.  

• May occasionally lift up to 10 pounds.  

WORK ENVIRONMENT 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Massage retail clinic environment with light to moderate noise.

This job description reflects management's assignment of essential functions, it does not prescribe or restrict the tasks that may be assigned. Nothing in this job description is designed to change the at-will nature of the employment relationship with Atticus Franchise Group.

COMPETENCIES  

To perform the job successfully, an individual should demonstrate the following competencies. Reasonable accommodations may be able to enable individuals with disabilities to perform the essential functions. 

• Problem Solving - Identifies and resolves problems in a timely manner. 

• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Meets commitments. 

• Interpersonal Skills - Maintains confidentiality; Able to build a rapport and work with a variety of personalities. 

• Teamwork - Balances team and individual responsibilities; Contributes to building a positive team spirit. • Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality. 

• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time. 

• Dependability - Follows instructions, responds to management direction; Keeps commitments; Completes tasks on time or notifies appropriate person with an alternate plan. 

ACKNOWLEDGEMENT 

By signing below, I attest I have read and understand the requirements and duties in this document in its entirety and that I can and am willing to perform the physical requirements and the essential functions contained herein with or without a reasonable accommodation(s) for any disability, declared or non-declared, which I may have at the time of signing this job description. I also attest that as an employee, I will notify management if my ability to perform my duties changes in the future. 

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This job description reflects management's assignment of essential functions, it does not prescribe or restrict the tasks that may be assigned. Nothing in this job description is designed to change the at-will nature of the employment relationship with Atticus Franchise Group.