About Accencis Group
Accencis Group — Accelerate. Empower. Grow. is a fast-growing Canadian franchisor and brand management company with a proven track record of building, scaling, and operating premium brands across food, beverage, wellness, fitness, and lifestyle sectors.
Since launching its first concept in 2014, Accencis has grown into a multi-brand platform with over 18 distinctive concepts including The Captain’s Boil, % Arabica, Midori Ramen, Dear Saigon, Glass Kitchen, HeyTea, Rumble Boxing, Pears, Bakebe, Susu Siam, Altitude Golf, Osha Mookata, and Hiyogurt. The group is led by experienced entrepreneurs, executives, former franchisees, and strategic investors who focus on disciplined growth through strong unit economics, operational excellence, and hands-on brand support.
Over the coming years, Accencis is projected to operate 115+ locations globally, with a strong emphasis on flagship concepts that establish best-in-class operating standards and scalable playbooks.
About Akua
Akua is Accencis Group’s contemporary Japanese spa and wellness concept, located in the Greater Toronto Area. The name Akua (アクア), derived from “aqua” or “water,” evokes purity, calm, and renewal—values deeply rooted in Japanese wellness philosophy.
Akua is our 80,000+ sq ft flagship wellness destination blending onsen-inspired bathing, holistic spa treatments, advanced wellness technologies, and a carefully integrated food & beverage offering into a seamless guest journey. Designed as a landmark experience, Akua will serve both as a premier destination spa and as the operational blueprint for future expansion across Canada and beyond.
Position Summary
The General Manager (GM) is the senior operational, financial, and cultural leader of Akua. This role owns end-to-end business performance, including pre-opening execution, launch, daily operations, revenue optimization, guest experience, team leadership, food & beverage performance, compliance, asset care, and long-term scalability.
The GM is both operator and brand steward, accountable for delivering exceptional Japanese-inspired hospitality while building the systems, standards, and KPIs required to scale Akua into a multi-unit platform.
Key Responsibilities
1. Pre-Opening & Launch Leadership
- Lead all pre-opening activities in collaboration with Accencis HQ, designers, contractors, and consultants.
- Validate spa flow, treatment room mix, wet-zone programming, retail layout, and F&B integration.
- Build full operating infrastructure, including:
- Organizational structure and staffing model
- SOPs, service rituals, and brand standards
- Treatment menus, pricing architecture, and booking policies
- Guest journey mapping across spa, wellness, and F&B
- Membership program design, pricing, and utilization controls
- Recruit, onboard, and train all departments.
- Partner with marketing and PR teams to execute a coordinated launch.
2. Operational Excellence
- Oversee all spa, wellness, retail, and F&B operations.
- Ensure consistent service delivery, safety, hygiene, and SOP adherence.
- Implement and optimize spa management systems for scheduling, billing, inventory, and reporting.
- Maintain operational consistency across all demand cycles.
3. Revenue Management & Yield Optimization
- Own total revenue strategy across treatments, memberships, retail, and F&B.
- Actively manage RevPATH (Revenue per Available Treatment Hour) as a primary performance metric.
- Optimize revenue through:
- Dynamic pricing by daypart, weekday/weekend, and seasonality
- Treatment mix optimization (high-margin vs low-margin services)
- Therapist utilization and schedule efficiency
- Add-ons, bundles, and experiential upgrades
- Manage membership economics to maximize lifetime value without cannibalizing full-price demand.
- Increase average spend per guest through cross-category integration.
4. Food & Beverage as a Wellness Pillar
- Own wellness-driven F&B strategy as part of the guest experience.
- Oversee menu development, sourcing, pricing, margin control, and quality.
- Integrate food & beverage touchpoints into the guest journey (arrival rituals, post-treatment recovery, hydration).
- Ensure food safety compliance, licensing, and vendor management.
- Drive incremental revenue through functional beverages, teas, light wellness foods, and retail-ready consumables.
5. Guest Experience & Brand Delivery
- Champion a guest-first culture rooted in omotenashi.
- Personally oversee VIP guests, complaints, and service recovery.
- Ensure all touchpoints reflect Akua’s luxury Japanese positioning.
- Monitor guest feedback, reviews, and satisfaction scores and translate insights into action.
6. Team Leadership & Culture
- Build and retain a high-performing, emotionally intelligent team.
- Lead performance reviews, coaching, and development.
- Foster accountability, inclusivity, and wellness-centric culture.
- Enable cross-department collaboration.
7. Financial, Compliance & Risk Management
- Own full P&L responsibility.
- Manage labor efficiency, COGS, and operating expenses.
- Ensure compliance with health, safety, labor, and spa-specific regulations.
- Lead audit readiness, inspections, incident reporting, and risk mitigation.
8. Asset Care & Preventive Maintenance
- Establish preventive maintenance programs for all spa and wet-zone assets.
- Manage vendor SLAs and minimize downtime.
- Forecast CapEx and protect long-term asset performance.
9. Data, Reporting & Executive Communication
- Build dashboards and reporting frameworks.
- Use data to drive staffing, pricing, promotions, and service mix.
- Deliver regular operational and financial updates to Accencis leadership.
10. Brand Stewardship & Scalability
- Develop SOPs, training systems, and playbooks for future locations.
- Serve as flagship operator and reference model.
- Support Accencis in multi-unit rollout planning.
Qualifications & Experience
Required Experience
- 7–10+ years of progressive leadership experience in luxury spa, wellness, resort, or boutique hospitality environments.
- Minimum 3 years in a General Manager, Director of Operations, or equivalent senior leadership role, with full accountability across operations, people, and financial performance.
- Proven experience leading pre-openings, flagship launches, or major operational transformations.
- Demonstrated ability to manage complex, multi-department operations, including spa services, guest experience, food & beverage (or hospitality service integration), facilities, and retail.
- Track record of building high-performing teams and leading multidisciplinary staff across different functions and seniority levels.
- Experience operating within brand-driven, standards-led organizations, ideally with exposure to multi-unit or franchisor environments.
- Exceptional verbal and written communication skills, with the ability to clearly articulate vision, expectations, and feedback across all levels of the organization.
Education
- Degree or diploma in Hospitality Management, Business Administration, Spa/Wellness Management, or a related field preferred.
Job Types: Full-time, Permanent
Pay: $100,000.00-$120,000.00 per year
Benefits:
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care
Ability to commute/relocate:
- North York, ON M2H 2N8: reliably commute or plan to relocate before starting work (preferred)
Work Location: In person
