General Manager

The NOW; Upper Arlington (OH); On-site; USD 65,000 - 90,000; Full time

Job summary

The NOW in Upper Arlington, Ohio, is seeking a hands-on General Manager to lead the Experience Guides, Massage Therapists, and boutique leadership team. You will oversee daily operations, uphold budgetary goals, and model a positive work culture in a fast-paced wellness setting.

This role requires exceptional guest service, staff development, and operational oversight—from scheduling and payroll to inventory and safety compliance.

Qualifications

• Experience leading teams in health & wellness, hospitality, or retail.
• Proven ability to manage high-volume operations with attention to detail.
• Strong guest service orientation and staff culture-building skills.
• Excellent organizational, communication, and decision-making abilities.

Responsibilities

• Lead and mentor front desk staff, health & wellness service providers, and management personnel to ensure seamless operations.
• Foster a positive and cooperative team environment that prioritizes guest service and satisfaction.
• Maintain a thorough understanding of all guest service roles and provide support as needed.
• Drive sales by promoting services, memberships, and retail offerings.
• Monitor guest feedback and operational reports to identify areas for improvement.
• Provide ongoing coaching and performance assessments for staff to support professional growth.
• Enforce company policies and procedures, delivering corrective actions when necessary.
• Ensure compliance with health, safety, and hygiene regulations within the location.
• Oversee inventory management and coordinate supply orders.
• Manage financial performance, including payroll control, and achievement of budgetary goals.
• Lead recruitment efforts, including interviewing, and hiring of new employees
• Handle guest inquiries and resolve concerns promptly and professionally.
• Maintain staff schedules to optimize efficiency and performance.
• Coordinate facility maintenance and ensure the location remains in excellent condition.
• Participate in leadership meetings to discuss operational improvements and business strategies.

Skills

Leadership

High-volume operations

Guest service excellence

Team development

Communication skills

Operational planning

Tools

Scheduling software

POS systems

Guest management software

Job description

The NOW, a new concept massage boutique, was founded on the principle that self-care is a necessity not a luxury. Designed to serve as an oasis from today’s fast paced digital society, their goal is to offer high-quality, affordable massage services in an inspired setting. After launching in 2015, The NOW quickly became a wellness destination for globe-trotting influencers and locals alike.

Job Description:

The General Manager is responsible for the leadership and mentoring of the Experience Guides, Massage Therapists, and Boutique leadership team. Oversees seamless operations of the boutique while adhering to budget and financial goals. Works side by side with boutique team leading by exemplary example. This role requires a hands-on leader who can guide a diverse team while maintaining an engaging and positive work culture.

Key Responsibilities:

• Lead and mentor a team of front desk staff, health & wellness service providers, and management personnel to ensure seamless operations.

• Foster a positive and cooperative team environment that prioritizes guest service and satisfaction.

• Maintain a thorough understanding of all guest service roles and provide support as needed.

• Drive sales by promoting services, memberships, and retail offerings.

• Monitor guest feedback and operational reports to identify areas for improvement.

• Provide ongoing coaching and performance assessments for staff to support professional growth.

• Enforce company policies and procedures, delivering corrective actions when necessary.

• Ensure compliance with health, safety, and hygiene regulations within the location.

• Oversee inventory management and coordinate supply orders.

• Manage financial performance, including payroll control, and achievement of budgetary goals.

• Lead recruitment efforts, including interviewing, and hiring of new employees

• Handle guest inquiries and resolve concerns promptly and professionally.

• Maintain staff schedules to optimize efficiency and performance.

• Coordinate facility maintenance and ensure the location remains in excellent condition.

• Participate in leadership meetings to discuss operational improvements and business strategies.

Qualifications:

• Proven experiences in leadership roles within the health & wellness, hospitality or retail industries.

• Strong ability to manage a high-volume business while maintaining attention to detail.

• Exceptional guests service and interpersonal skills, with the ability to foster a positive work culture.

• Strong organizational and multi-tasking abilities in a fast-paced environment.

• Excellent communication, problem-solving, and decision-making skills.

• Proficiency in using computer systems for scheduling, financial tracking, and guest management.

The Company is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.