Club Operations Manager
5 days ago
About Us
We are a fitness community dedicated to creating a welcoming and judgement-free environment for our members. With over 2,000 clubs across the US, we are one of the largest and fastest-growing franchisors and operators of fitness centers.
We pride ourselves on having a strong culture and values that guide everything we do. Our team is passionate about helping people achieve their fitness goals and live healthier lives.
About You
As our Club Manager, you'll be responsible for overseeing all club operations and ensuring our members have an amazing time at our Judgement Free Zone. You'll be accountable for creating a work environment that supports our company culture and drives member engagement.
Your ability to coach and connect with your team will be critical in driving an exceptional member experience through a consistent and outstanding team member experience. You'll be responsible for coordinating and executing hiring practices and onboarding new team members, creating staff schedules, administering and processing employee timecards, and managing the company card for expenditures.
Key Responsibilities
- Hiring and Onboarding: Coordinate and execute hiring practices and onboarding new team members.
- Staff Scheduling: Create staff schedules and ensure all shifts are covered.
- Employee Timecards: Administer and process employee timecards in ADP.
- Company Card Management: Manage the company card for expenditures and maintain receipts.
- Bank Deposits: Conduct bank deposits.
- Club Supplies: Oversee the ordering of club supplies and retail product.
- KPIs: Trend Key Performance Indicators and identify areas for improvement.
- Marketing: Ensure team members are aware of marketing efforts and trained on all marketing promotions.
- Emergency Situations: Assess and assist in emergency situations.
- Task Assignment: Set assigned tasks and lead team members in a safe and efficient manner.
- Member Experience: Model the behaviors to provide an outstanding member experience and coach others to do the same.
- Team Member Performance: Manage team member performance and provide regular feedback.
- Employee Concerns: Resolve employee concerns and partner with HR as needed.
Daily Tasks
- Member Greetings: Greet members and guests as they enter and exit the club and assist them with any questions or concerns.
- Judgement Free Zone Promotion: Help promote our Judgement Free Zone by connecting with members on the club floor and offering assistance and support in their fitness journeys.
- Member Resolution: Resolve escalated member concerns and partner with Regional Manager when needed.
- Phone Calls: Answer phones in a friendly manner and assist callers with their inquiries.
- Membership Functions: Perform membership-related functions such as sign-ups, contact updates, cancellations, collecting unpaid balances, and transferring memberships.
- Prospective Member Calls: Perform prospective member calls and tours and assess their membership needs.
- Retail Transactions: Execute retail transactions with accuracy and drive sales goals.
- Cleaning and Sanitizing: Oversee regular cleaning and sanitizing of all exercise equipment and Black Card spa amenities.
Qualifications and Requirements
- Customer Service Experience: 1+ years of customer service experience.
- Leadership Experience: 2-3 years of experience supervising and leading a team.
- Age Requirement: Must be 18 years of age or older.
- CPR/AED Certification: Willing to become CPR/AED certified.
- Computer Proficiency: Basic computer proficiency.
Physical Demands
- Standing and Moving: Continual standing and moving throughout the club to accomplish tasks.
- Communicating: Continual communicating in person or on the phone to exchange information.
- Lifting: Must be able to lift up to 75 pounds.
- Toxic Chemicals: Will encounter toxic chemicals during shift.
- Cleaning and Sanitizing: Frequent cleaning and sanitizing of equipment and facilities.
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