ASST. GENERAL MANAGER

Description

Objective(s): 

To assist General Manager in operations and sales by overseeing general club performance and working collaboratively with Department Heads and Regional Directors/Managers. To lead, manage and train club staff according to the company’s Mission, Vision, Service Standards, Sales Systems and Business philosophy.  Continually provide optimal performance for net member growth, retention, and club profitability. 
 

Reports to:  General Manager

Responsibilities Include But Are Not Limited To:

• Provide the highest quality of customer service to all members by greeting them with a welcoming,

friendly, energetic and positive attitude at all times.  Use the member’s name as often as possible.

• Know and adhere to policies as outlined in the training and policy Manuals, including club emergency & safety response protocol and be prepared to act & exercise sound judgment with safety as a priority.

• Hire, train and maintain a proactive, efficient, engaging, professional, customer service oriented, friendly staff.

• Communicate club promotions, activities and developments within the club to members & staff.

• Provide ongoing coaching and motivation for sales team which may include conducting sales meetings.
   

• Schedule Membership Directors to provide appropriate coverage in club and at community events as scheduled in coordination with the GM and Home Office.
   
• provide documented coaching as warranted for sales staff not meeting goals and evaluate performance; use disciplinary action as needed.
   
• Maintain a positive attitude with sales team, management and all club staff.

• Assist with training sales staff on all paperwork: contracts, freezes, status changes, cancellations, admin duties including use of all AFF sales systems.
   
• Assist Membership Directors with sales, prospecting, and membership assists.
   
• Perform duties of Membership Director when needed.
   
• Work well and communicate effectively with all department heads, club staff, management and Home Office staff to ensure good communication and integration of all departments.

• Utilize on-line recruiting and screening tools provided by the company to hire according to company standards some of which is articulated in objectives above.

• Accurately complete new hire paperwork and submit for proper processing according to company policy before placing a new employee on the schedule.

• Assist with maintaining current personnel records on staff, perform administrative duties and properly complete required paperwork.

• Participate in conducting new hire orientations for new employees.

• Work designated AGM schedule as directed by the GM and Home Office which will include occasional weekend shifts and substituting for Department Managers in their roles as needed.

• Use disciplinary action when necessary and properly document such action.  Terminate employees as warranted.  Obtain all necessary approvals for any disciplinary action.

• Develop, implement and evaluate department goals & performance on a regular basis.

• Maintain knowledge of Welcome desk duties, function & paperwork and assist in with bank deposits, and end of the month paperwork.

• Attend required club and regional meetings and in person and online training programs.

• Be prepared to become the interim General Manager in case of emergency or should a short term need for the position arise.

• Oversee all club operations and staff as manager on duty when GM is not present.

• Other duties as reasonably assigned by the General Manager and Home Office.

Qualifications