General Manager

We are looking for an experienced and hands-on General Manager to oversee the overall operations and performance of multiple spa outlets.

The General Manager will be responsible for outlet operations, staff management, customer experience, sales performance, cost control, recruitment, training and business development. The role requires strong leadership, commercial awareness and the ability to manage multiple outlets effectively.

Key Responsibilities

1. Multi-Outlet Operations

• Oversee the daily operations of all spa outlets.
• Ensure outlets operate smoothly, efficiently and according to company SOPs.
• Conduct regular outlet visits and operational checks.
• Monitor service quality, cleanliness, hygiene and overall outlet standards.
• Identify operational issues and implement practical improvements.

2. Staff & Team Management

• Lead and manage outlet managers, supervisors, therapists, beauticians and support staff.
• Plan manpower requirements and staff deployment across outlets.
• Recruit, train, coach and develop staff.
• Monitor attendance, punctuality, discipline and staff performance.
• Set performance targets and conduct regular performance reviews.
• Build a positive and professional working environment.

3. Sales & Business Performance

• Monitor daily, weekly and monthly sales performance across outlets.
• Set sales targets and develop strategies to achieve revenue goals.
• Monitor therapist productivity, customer spending and package sales.
• Develop promotions, membership programmes and customer retention initiatives.
• Identify opportunities to increase revenue and improve outlet profitability.

4. Customer Experience

• Maintain high standards of customer service across all outlets.
• Handle customer feedback, complaints and service recovery professionally.
• Monitor customer satisfaction and repeat-visit rates.
• Ensure staff provide professional and consistent service.
• Develop strategies to improve customer retention and referrals.

5. Financial & Cost Management

• Monitor outlet revenue, expenses and profitability.
• Control manpower, inventory, consumables and operational costs.
• Review outlet performance against budgets and targets.
• Identify areas for cost savings without compromising service quality.
• Prepare regular management reports on sales and operational performance.

6. Inventory & Procurement

• Monitor stock levels of massage oils, beauty products, towels, consumables and retail products.
• Coordinate purchasing and supplier management.
• Minimise wastage, stock shortages and unnecessary expenses.
• Ensure proper stock control across all outlets.

7. Marketing & Business Development

• Work with management/marketing teams to develop promotions and campaigns.
• Identify new customer acquisition opportunities.
• Support online and offline marketing activities.
• Develop partnerships and corporate/customer referral opportunities.
• Monitor competitors and market trends within the spa and wellness industry.

8. Compliance & Standards

• Ensure all outlets comply with company policies, operational procedures and applicable laws/regulations.
• Maintain proper records, licences and operational documentation where required.
• Ensure workplace safety, hygiene and cleanliness standards are maintained.
• Conduct regular checks to identify and rectify operational risks.

9. Management Reporting

• Prepare regular reports covering:Sales and revenueOutlet profitabilityManpowerCustomer feedbackPackage/membership salesInventoryOperational issues
• Provide management with recommendations for improving business performance.

Requirements

• Diploma/Degree in Business Management, Hospitality, Retail, Wellness or related field preferred.
• 5+ years of experience in spa, wellness, beauty, hospitality, retail or service operations.
• Experience managing multiple outlets is highly preferred.
• Strong leadership and people-management skills.
• Good understanding of sales targets, KPIs and outlet profitability.
• Strong customer service and problem-solving abilities.
• Good communication and interpersonal skills.
• Able to work independently and make practical business decisions.
• Willing to travel between outlets.
• Able to work weekends and public holidays when required.