Job Description

POSITION PURPOSE 

The General Manager is responsible for the day-to-day operations of an assigned Massage Envy clinic. This  position is responsible for the appropriate management of all aspects of clinic operations including sales,  customer service, staffing, and overall management of the clinic. 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 General Manager upholds and exhibits the Atticus Core Values: Accountability, Teamwork, Thankful,  Integrity, Communication, Unwavering Commitment, Service. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

Front Desk Coverage

• Work a minimum of 25 hours per week at the front desk, performing all duties and  responsibilities of the FDSA role exceptionally. 

Leadership 

• Be a role model for the Company culture. 
• Responsible for maintaining a professional image and positive attitude while instilling a  positive and professional environment for staff, members, and guests always. 
• Perform constant and ongoing coaching and development sessions with staff to provide  positive feedback and professional improvement recommendations. 
• Responsible for keeping the Area Manager and District Manager apprised of issues,  problems, opportunities, and threats that may affect the employees, operations or financial  results of the Massage Envy clinics under management. 

Performance 

• Responsible for ensuring the clinic meets monthly and annual performance goals.
• Conduct regular sales and service strategy meetings with staff to communicate expectations,  recognize positive behaviors and provide solutions for opportunities. 
• Hold staff accountable for achieving desired results relating to service standards, sales goals,  and overall job performance. 
• Conduct daily huddles and provide coaching in the moment as needed. 
• Partner with Area Manager to help administer Performance Improvement Plans as necessary  and follow up on performance progress accordingly.
• In the event of underperformance, GM’s are required to work during peak business hours,  which include nights and weekends. 

Member & Customer Satisfaction 

• Ensure that all members and guests receive the highest possible service and overall  experience in all communications and dealings with the clinic.  
• Resolve member and guest service disputes in a positive manner to the highest satisfaction  of the member and guest. 

Hiring & Onboarding 

• Hire, onboard, and train new clinic staff in partnership with the Area Manager.
• Responsible for hiring top quality Service Providers to ensure the highest level of treatments  possible, and to regularly review the performance of the Service Providers, in conjunction  with the Back of House Manager to ensure that their performance is consistent with our  expectation of high service levels to our members and guests.
• Ensure that clinic staff receives appropriate training relating to their job requirements.  Maintain ongoing training programs and courses for further education and training.

Operational Excellence 

• Responsible for ensuring the clinic has the proper supplies, equipment, inventory, and utilities  to operate in accordance with the Massage Envy standard operating procedures.
• Ensure staff schedules are set appropriately, aligned with the business needs, and  approved by the Area Manager. 
• Maintain general cleanliness of the clinic, ensure supplies are stocked (retail and  operational), and maintenance concerns are addressed in a timely manner.

Compliance 

• Responsible for maintaining full compliance with the Massage Envy franchise agreements as  well as state and local laws and regulations. Ensure that the clinic maintains all business  registrations, business licenses, and Service Provider licenses (where applicable). Ensure that each Service Provider carries liability insurance naming the clinic as an additional  insured. Ensure that each Service Provider has an acceptable background check in file, as  well as a State and local (if applicable) massage therapy license in file prior to starting work. 
• Responsible for the physical and financial security of the clinic, including: ensuring that the  clinic maintains an adequate level of security and internal controls to protect the assets of the  clinic, (including cash, equipment, and inventory) and ensuring that all clinic assets are  maintained in a safe and secure manner. 
• Follow and promote the Company Code of Conduct. Responsible for ensuring that the Code  of Conduct Violation, Handling, and Reporting Policy is administered and adhered to  appropriately. 
• Promote employee safety. 

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, develop 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 

• High School Diploma; and 
• Minimum 2 years of related experience and/or training; or 
• The equivalent education and 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 that 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. 

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.