Area General Manager

Massage Envy: 1374 Weston Road 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. 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. Uphold Massage Envy brand’s core values of optimism, gratitude, excellence, consistency and empathy. 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 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 Oversight of two or more clinics and supervision of two or more General Managers. Establish and maintain a visible leadership presence to ensure a culture of excellence in performance, operational compliance, and consistent demonstration of our values. Promote employee development, define succession plans and pursue talent acquisition to achieve and maintain operational requirements. Ensure smooth flow of operations by planning, identifying, communicating, and delegating key responsibilities and practices to your team. 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. Hire and onboard new clinic staff to maintain adequate clinic staffing levels. Ensure adherence to all required MEU and Atticus Franchise Group training plans for all positions. Administer supplemental training as needed. Maintain a professional image and positive attitude while instilling a positive and professional environment for staff, members, and guests always. Provide employees at all levels with coaching, feedback, recognition and developmental opportunities. Keep 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 Ensure growth and profitability through goal setting, adherence to budget and execution to short and long-term strategies. Ensure the clinics meet the monthly and annual performance goals. Review clinic key performance indicators (KPI) to identify problems, concerns and opportunities for improvement. Hold staff accountable for achieving desired results relating to service standards, sales goals, and overall job performance. Utilize performance management objectives to complete performance reviews, identify opportunities for employee development, and administer corrective action for underperforming employees. Conduct regular sales and service strategy meetings with staff to communicate expectations, recognize positive behaviors and provide solutions for opportunities. Member & Customer Satisfaction Resolve member and customer service disputes in a positive manner to the highest satisfaction of the member and the guest, including issuing refunds, exchanges, or compensation as needed. Ensure prompt action is taken on customer feedback via InMoment to completely resolve the matter and prevent reoccurrence. Operational Excellence Ensure the clinics have the proper supplies, equipment, inventory, and utilities to operate in accordance with the Massage Envy standard operating procedures. Ensure staff schedules are set appropriately and are aligned with the business needs. Ensure all marketing materials are compliant with Massage Envy and/or Atticus direction. Maintain the physical and financial security of the clinics, including ensuring the clinics maintain an adequate level of security and internal controls to protect assets. Submit and approve accurate and timely payroll, including all related personnel documentation. Ensure clinic checklist is completed multiple times per day. Compliance Follow and promote the Company Code of Conduct. Administer the Code of Conduct Violation, Handling, and Reporting Policy appropriately. Have knowledge of worker’s compensation and other employee matters within the clinic(s). Respond immediately and effectively to matters such as media handling policy and crisis communication guide. Maintain full compliance with the Massage Envy Franchise Agreements as well as state and local laws and regulations. Promote the Employee Handbook and report any observed inappropriate behavior, risk safety issues, or violations of any law to HR immediately. Ensure all employees undergo a background check prior to employment and that no known criminals or sex offenders are employed. Do 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. Reasonable accommodations may be available to enable individuals with disabilities to perform essential functions. Education and Experience 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 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 Apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Deal with problems involving several concrete variables in situations. Required Certificates, Licenses, or Registrations N/A Physical Demands 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 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 Massage retail clinic environment with light to moderate noise. Competencies Problem Solving – Identify and resolve problems in a timely manner. Customer Service – Manage difficult or emotional customer situations; respond promptly to customer needs; solicit feedback to improve service; meet commitments. Interpersonal Skills – Maintain confidentiality; build rapport with a variety of personalities. Teamwork – Balance team and individual responsibilities; contribute to building a positive team spirit. Quality – Demonstrate accuracy and thoroughness; look for ways to improve and promote quality; apply feedback to improve performance; monitor own work to ensure quality. Attendance/Punctuality – Be consistently at work and on time; ensure responsibilities are covered when absent; arrive at meetings and appointments on time. Dependability – Follow instructions, respond to management direction; keep commitments; complete tasks on time or notify the appropriate person with an alternate plan. #J-18808-Ljbffr