General Manager/COO

POSITION SUMMARY

The GM/COO is the chief operating executive of Jericho Tennis Club, charged with the leadership, management, and day-to-day oversight of all Club operations. Reporting to the Board of Directors, the GM/COO translates vision and policy into effective strategies, ensuring delivery of outstanding member experiences, operational sustainability, and organizational health. A highly visible and approachable leader, the GM/COO is responsible for shaping a positive staff culture, stewarding the Club's financial strength, and fostering strong relationships with members, staff, and the Board in line with a modern, partnership-based club governance model.

Current Challenges & Opportunities

· Cultivate a Cohesive, Visionary Leadership Team: Foster a world-class executive team aligned with Board strategy by developing internal talent and strategically recruiting to fill key gaps, ensuring the club's long-term success.

· Modernize Governance and Operations: Advance Jericho's transition to a best-practice governance model that prioritizes Board strategy and empowers management leadership.

· Elevate Facilities & Member Experience: Lead projects to modernize facilities and deliver exceptional, member-centric programs and services while preserving the Club's unique tradition and community.

· Enhance Operational Efficiency: Streamline administrative and service processes through technology integration and continuous improvement.

· Foster Team Engagement & Talent Development: Cultivate a positive, high-performing staff culture by investing in recognition, training, and succession planning.

· Strengthen Communication & Transparency: Promote open, effective communication across all levels, reinforcing trust and a sense of shared purpose among members, staff, and the Board.

KEY COMPETENCIES & RESPONSIBILITIES

To be successful in this role, the GM/COO will need to demonstrate the following competencies. These same areas will be a focus for performance evaluation, ensuring clear expectations and ongoing support.

GM/COO/Leadership

· Visible, approachable, and trusted leader who listens, communicates transparently, and embodies integrity.

· Strong team builder who develops, empowers, and aligns staff to deliver results across all functional areas.

· Culturally attuned; celebrates the Club's heritage and tailors initiatives to maintain a sense of belonging and community.

Metrics: Member and staff engagement scores; frequency of GM/COO presence in Club areas; Board satisfaction ratings; 360-degree feedback.

Strategic & Operational Skills

· Demonstrated experience in private club/general management or as COO at a complex, member-oriented club or guest-centric hospitality organization.

· Proven ability in financial planning and management, capital project execution, and modernizing club systems and practices.

· Adept at change management, process improvement, and implementing new approaches rooted in member/staff input.

· Commitment to data-driven decision making and measurable goal-setting.

Metrics: Budget adherence; F&B cost variances; timeliness and accuracy of financial reporting; successful implementation of upgraded financial systems; funding long-term capital plans.

Member Experience

· Champion a culture of personalized service, community, and social connection, while upholding Club traditions.

· Oversee improvements in F&B offerings and social programming.

· Build strong relationships to promote a vibrant and welcoming Club environment.

· Forward-thinking; seeks opportunities to enhance member value (programming, amenities, events, communications).

· Advocates for technology, sustainability, and facility improvements that enrich the experience.

Metrics: Member satisfaction/NPS scores; participation in social events; positive feedback on F&B and community atmosphere.

Communication

· Ensure clear, proactive, and transparent communication with members, staff, and the Board regarding Club plans, changes, and progress.

· Utilize multiple channels to keep all stakeholders informed and engaged and responds promptly and constructively to concerns and feedback.

Metrics: Stakeholder feedback on communication effectiveness; frequency and quality of updates; resolution time for member concerns.

Organizational Alignment

· Lead the assessment and improvement of internal systems and technology to better align operations with member needs.

· Ensure seamless integration between Club management systems and the member app, enabling better data flow, enhanced analytics, and an improved user experience for members and staff.

· Evaluate technology solutions that facilitate efficient financial reporting, member communications, and overall operations.

Metrics: Improved integration between internal systems and the member app; reduced manual processes; better access to real-time analytics and operational data; positive member feedback on digital tools. Develop, implement, and regularly update clear position descriptions for all roles.

CANDIDATE PROFILE

The General Manager / Chief Operating Officer is responsible for leading the team to achieve Jericho Tennis Club's strategic objectives and to advance its culture of excellence, innovation, and community. The ideal candidate will possess the following qualifications:

· Professional Experience: Demonstrated success as a General Manager, COO, or equivalent at a member-oriented club or guest-centric hospitality organization. Proven ability to drive operational improvements across all club functions.

· Leadership & Interpersonal Skills: A dynamic, results-oriented leader who is visible, approachable, and skilled at building and motivating high-performing teams. Experience engaging with a board of directors and upholding strong standards of governance.

· Financial Acumen: Expertise in budgeting, cost control, financial analysis, and capital planning, with a record of improving financial systems, reporting timeliness, and F&B performance.

· Member Focus: Deep understanding of, and responsiveness to, the culture and expectations in a membership-driven environment. Commitment to delivering consistently exceptional, personalized experiences for all members and guests.

· Relationship Management & Conflict Resolution: Skilled in building positive relationships and navigating divergent perspectives across a diverse member and staff community with professionalism, discretion, and empathy. Demonstrates strong emotional intelligence and active listening to navigate challenging situations, enhance trust, and maintain a positive, respectful club culture. Promotes open communication and fairness in all interactions, reinforcing the Club's values of community, respect, and excellence.

· Strategic & Innovative Thinking: Ability to develop and implement forward-looking strategies for facility modernization, technology enhancement (including systems and member app alignment), and event-driven revenue growth.

· Operational Excellence: Experience overseeing all aspects of club operations, including facilities, F&B, member events, staff development, and continuous improvement initiatives.

· Communication: Exceptional verbal and written communication skills, with a focus on transparency, clarity, responsiveness, and effectively communicating with members, staff, and the Board.

· Values & Promotes Belonging: Commitment to fostering an inclusive, welcoming environment for members and staff.

· Professional Development: Passion for continuous learning and staying current with industry best practices. Demonstrates a commitment to the growth, development, and empowerment of team members through succession planning, training, and ongoing feedback.

Education: Bachelor's degree in business, hospitality, or related field required; industry certification (CCM, CCE) is strongly preferred.

COMPENSATION

Jericho Tennis Club offers a highly competitive, year-round compensation package commensurate with experience. The package includes a base salary in the range of $225,000 to $275,000+, extended healthcare coverage, RRSP contributions, and a performance-based bonus.

INQUIRIES

IMPORTANT: Interested candidates should submit their resume along with a detailed cover letter which addresses the qualifications and describes your alignment/experience with the prescribed position by November 21st, 2025. Those documents must be saved and submitted in Word or PDF format (save as "Last Name, First Name, Jericho Tennis Club, Resume" and 'Last Name, First Name, Jericho Tennis Club, Cover Letter") when applying through the following link:

Jericho Tennis Club is an Equal Opportunity Employer.