Assistant General Manager

2 weeks ago

Montreal, Quebec, Canada Midtown Athletic Clubs Full time

Midtown est à la recherche d'un directeur général adjoint pour rejoindre notre équipe de direction de classe mondiale. Le poste
Le directeur général adjoint occupe un rôle de haute direction au sein de notre Club. Planifier, diriger et coordonner les opérations commerciales de base pour les départements du Spa, des ventes en magasin de détail, de l'entretien ménager et du service de garde Kidtown. Ce leader accompli sera responsable de l'expérience « d'hospitalité » pour les membres du Club.
L'attention portée à l'amélioration des résultats financiers du département/Club grâce à une planification stratégique et à des tactiques optimisant et développant efficacement les ressources en personnel, la gestion des dépenses, l'augmentation des revenus, la rationalisation des processus et l'établissement de normes pour accroître l'excellence opérationnelle et améliorer la satisfaction des membres sont toutes des tâches attendues et courantes. Responsable de la planification et de la prestation transparente de l'expérience des membres et des invités dans tous les domaines opérationnels.
Responsabilités

  • Créer, construire et développer une culture d'hospitalité dans tous les départements.
  • Être un leader inspirant et une figure importante qui communique ouvertement avec ses associés, ses membres et ses collègues dirigeants.
  • Capacité à définir et à fournir des normes de qualité, d'opérations et de service de premier ordre.
  • Maintenir une connaissance des Clubs similaires et des tendances actuelles, y compris une programmation unique et dynamique pour le spa, la vente au détail, la propreté et d'autres activités auxiliaires afin de générer des revenus et d'améliorer l'expérience globale des membres et des invités.
  • Construire et entretenir de solides relations communautaires et promouvoir la marque du Club ; utiliser les médias sociaux et les ressources/opportunités de communication pour faire progresser l'entreprise et la marque.
  • Créer, mettre en œuvre et diriger des procédures opérationnelles standard en interne ou selon les directives de l'entreprise pour garantir une saine amélioration du Club financièrement et l'augmentation du nombre d'effectifs.
  • Veiller à ce que les procédures d'opérations soient élaborées à partir de zéro pour permettre une hospitalité et un service durables et authentiques.
  • Participer activement et s'engager dans le travail de première ligne selon les circonstances, en donnant l'exemple en fixant la barre pour tous les comportements.
  • Veiller à ce que le comportement du personnel et les opérations du département soient conformes aux valeurs et objectifs fondamentaux de Midtown. Soyez un ambassadeur de la marque Midtown auprès des membres et des associés.
  • Analyser, développer et maintenir des systèmes/procédures pour améliorer l'efficacité opérationnelle et la prestation de services.
  • Effectuer régulièrement une analyse de la concurrence locale pour identifier et exploiter l'avantage de la station sur le marché et optimiser les opportunités de marque.
  • Gérer les dépenses de fonctionnement en réduisant ou en éliminant complètement les mauvaises performances du personnel, les inefficacités des procédures et les dépenses inutiles.
  • Établir des objectifs et des plans d'action à court et à long terme et les exécuter efficacement avec des gestionnaires responsables des résultats financiers positifs et de la continuité d'un service significatif.
  • Préparer les budgets trimestriels/annuels et les rapports réguliers sur les écarts.
  • Rechercher activement les commentaires des membres/associés pour répondre aux préoccupations et améliorer la qualité de l'expérience de service. S'associer avec l'équipe de haute direction pour déterminer la feuille de route vers le succès.
  • Résoudre les problèmes de personnel en favorisant une communication ouverte et en établissant clairement les attentes en matière de performance pour tous les chefs d'équipe.
  • Améliorer les résultats de l'entreprise grâce à la constitution d'équipes collaboratives et au mentorat et au développement des associés.
  • Favoriser la formation des associés et les programmes de succession fondés sur les valeurs fondamentales de Midtown.
  • Administrer les évaluations de performance des associés pour les subordonnés directs et fournir des objectifs commerciaux significatifs et mesurables pour chaque leader.
  • Participer à la préparation du budget annuel du département pour Kidtown, Spa, ventes et d'entretien ménager
  • Superviser et diriger/soutenir toutes les initiatives événementielles pour le spa et la vente au détail, en garantissant le respect de tous les objectifs budgétisés.
  • Recruter, embaucher et former le personnel du département qui incarne les valeurs fondamentales du Midtown.
  • Clôturer régulièrement les sondages Medallia assignés, récompenser les auteurs We Inspire, participer au programme Manager on Duty et assister aux événements clés du Club. Développez des groupes de discussion d'analyse des causes profondes pour répondre à tous les commentaires des membres où les mesures d'hospitalité et de convivialité peuvent être influencées.
  • Maintenir et améliorer les notes d'expérience des membres (sondages Medallia).
  • Suivez toutes les politiques et procédures du Club/entreprise telles que décrites dans le manuel de l'employé.
  • Accepter et accomplir toute mission spéciale jugée appropriée par le directeur général.
Qualifications professionnelles
  • Baccalauréat préféré.
  • 12 ans d'expérience dans le domaine de l'hospitalité et 8 ans d'expérience en gestion.
  • Articulé; Excellentes capacités de communication.
  • Bon avec les chiffres; capacité à interpréter/comprendre des feuilles de résultats financiers.
  • Attitude positive « je peux faire ».
  • Organisé et soucieux du détail.
  • Orienté vers le service à la clientèle et déterminé à atteindre une culture d'hospitalité de classe mondiale.
  • Capacité à travailler avec d'autres en tant qu'esprit d'équipe et à adapter le style de leadership selon les besoins.
De plus, le candidat idéal possédera tout ou partie des compétences/attributs suivants :
Promoteur de l'exercice
Compétitif
Aptitude à la vente et à la promotion
Réseauteur et recruteur
Les caractéristiques du candidat idéal sont :

• Optimiste, fiable, implacable, curieux, adaptable, passionné d'aider les autres et gentil

Midtown is in search of an Assistant General Manager to join our world-class leadership team.
The Position
The Assistant General Manager is a senior leadership role at our club. Planning, leading, and coordinating the core business operations for the spa, retail store sales, housekeeping and Kidtown nursery. This accomplished leader will own the 'hospitality' experience for club members.
Attention to improve department/club financial results through strategic planning and tactics effectively optimizing and developing personnel resources, managing expenses, increasing revenue, streamlining processes and establishing standards to raise operational excellence and improve member satisfaction are all expected and routine duties. Responsible for the planning and seamless delivery of the member and guest experience across all areas within operation.

Responsibilities
Create, build and develop a culture of hospitality throughout all departments.
Be an inspirational leader and figure head who openly connects with associates, members and fellow leaders.
Ability to set forth and deliver word class standards of quality, operations, and service.
Maintain an awareness of similar Clubs and current trends including unique and dynamic programming for spa, retail, cleanliness and other ancillary activities to both drive revenue and enhance overall member and guest experience.
Build and maintain strong community relationships and promotion of the club brand; utilize social media and communications resources/opportunities to drive forward the business and brand.
Create, implement, and direct Standard Operating Procedures internally or as directed by company to ensure sound financial club improvement and membership enhancements.
Ensure SOP's are built from the ground up to enable sustainable and authentic hospitality and service.
Actively participate and be engaged in frontline work as circumstances dictate, leading by example in setting the bar for all behaviors.
Ensure personnel behavior and department operations align with Midtown core values and objectives. Be an ambassador for the Midtown brand to both members and associates.
Analyze, develop and maintain systems/procedures to improve operating efficiency and service delivery.
Routinely conduct local competitive analysis to identify and leverage resort's advantage in marketplace and optimize brand opportunities.
Manage operating expense by reducing or eliminating altogether poor personnel performance, procedural inefficiencies, and wasteful expenditures.
Establish short term and long-range goals and action plans and effectively execute with managers accountable for positive financial results and continuity of meaningful service.
Prepare quarterly/ annual budgets and regular variance reports.
Actively pursue member/associate input to address concerns and improve quality of service experience. Partner with SLT to determine road map to success.
Resolve personnel issues by fostering open communication and clearly establishing performance expectations for all team leads.
Improve business results through collaborative team building and associate mentoring and development.

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