General Manager (ผู้จัดการสาขาอาวุโส-Operation manager) สาทร

Department Scope

The Operation Manager is responsible for overseeing the following departments:

1. Front Desk Department
2. Reservation & Enquiry Department
3. Service Onsen Department
4. Spa Department
5. F&B Department (Co-Management)
6. Engineering & Maintenance Department (Co-Management)
7. Move

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Key Responsibilities

1. Strategic & Financial Management (P&L Ownership)

• Take full responsibility for the branch’s Profit & Loss (P&L) performance.
• Develop and manage Business Plans, Budgets, and Forecasts.
• Analyze revenue, cost, and productivity to maximize profitability.
• Drive revenue growth from Onsen services, Spa Treatments, Memberships, Packages, and Promotions.
• Control key operational costs, including labor costs, therapist costs, spa supplies, and operational expenses.
• Analyze business trends and develop strategic initiatives to improve revenue growth and EBITDA performance.

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2. Service Standard & Customer Experience Management

• Develop, improve, and enforce service standards in alignment with the brand positioning.
• Ensure the implementation and compliance of SOPs and Service Manuals across all departments.
• Design and enhance the customer journey, including Pre-Service, In-Service, and Post-Service experiences.
• Elevate service standards in accordance with wellness trends and international hospitality standards.
• Foster a service culture emphasizing Omotenashi, professionalism, and consistency.
• Manage customer complaints and service recovery processes effectively.

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3. Operational Excellence Management

• Oversee daily operations across all departments to ensure maximum efficiency and smooth operations.
• Ensure cleanliness, hygiene, safety, and operational readiness standards are consistently maintained.
• Manage manpower planning and work schedules according to operational demand and peak periods.
• Monitor staff productivity and service quality.
• Analyze and improve workflows to enhance efficiency and reduce operational costs.
• Coordinate effectively with cross-functional teams to ensure seamless operations.

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4. Spa & Therapist Management

• Manage and oversee all therapists, including full-time, part-time, and daily staff.
• Develop manpower planning aligned with reservation forecasts and seasonal demand.
• Ensure consistency in massage quality, treatment techniques, and guest experience.
• Enhance therapist capabilities in service skills, upselling, and cross-selling.
• Monitor therapist utilization, productivity, and guest satisfaction scores.

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5. Sales & Marketing Support

• Support and execute sales and marketing strategies in collaboration with the Marketing & Sales team.
• Drive branch sales performance and improve conversion rates for Front Desk and Reservation teams.
• Support the promotion and sales of memberships, packages, and marketing campaigns.
• Utilize service excellence as a competitive advantage for the brand.
• Analyze customer feedback and market trends to improve service and sales strategies.

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6. People Management & Leadership

• Lead, manage, and develop department managers and supervisors.
• Provide coaching, training, and continuous development for team members.
• Build service leadership capabilities and succession planning within the branch.
• Control staff turnover and improve employee engagement.
• Align performance management, service quality, and incentive systems for optimal results.
• Foster a positive working culture and strong teamwork environment.

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7. Quality Assurance & Service Audit

• Conduct service audits, mystery guest evaluations, and site visits to ensure service quality.
• Monitor and analyze customer feedback and online review platforms.
• Ensure effective complaint handling and service recovery standards.
• Develop and implement action plans for continuous service improvement.

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8. Executive Coordination & Reporting

• Act as a bridge between executive management and operational teams.
• Translate organizational vision, policies, and strategies into operational execution.
• Prepare and present operational, financial, and service quality reports to management.
• Report operational risks, issues, and improvement plans regularly to executives.

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Qualification Requirements

Education

• Bachelor’s degree or higher in Business Administration, Hospitality Management, Tourism, or related fields.

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Experience

• Minimum 5–10 years of experience in operations management within Hospitality, Wellness, Spa, Hotel, or Luxury Service industries.
• Proven experience managing large teams and multiple departments.
• Strong experience in P&L Management and Revenue Management.
• Experience in Onsen, Spa, or Wellness businesses will be highly preferred.

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Core Competencies

• Leadership & Team Management
• Service Excellence Mindset
• Business & Financial Acumen
• Problem Solving & Decision Making
• Customer Experience Management
• Strategic Thinking
• Communication & Coordination Skills
• Coaching & People Development
• Operational Excellence
• Quality & Service Standard Management

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KPI Expectations (Examples)

• Revenue Achievement vs Target
• EBITDA / Profit Margin
• Customer Satisfaction Score (CSAT)
• Google Review Rating
• Mystery Guest Score
• Therapist Utilization
• Labor Cost Control
• Upselling & Membership Conversion
• Turnover Rate
• Service Audit Compliance

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Reporting Line

Reports directly to:

• Chief Operating Officer (COO)
  or
• Executive Management Team, depending on the organizational structure.

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Additional Responsibilities

• Perform other duties as assigned by management.
• Support organizational development initiatives and future branch expansion projects.
• Represent the company professionally in both internal and external communications while maintaining the brand image of Yunomori Onsen & Spa.