1-2-1 Assistant Manager

Case Western Reserve University is committed to providing a transparent estimate of the salary for this position at the time of its posting. The starting wage rate is $19.41 per hour.

Employees receive more than just a paycheck. University employees enjoy a comprehensive benefits package that includes excellent healthcare, retirement plans, tuition assistance, paid time off, and a winter recess.

POSITION OBJECTIVE

The Assistant Manager is responsible for ensuring quality customer service and operations of the Center at all times, direct supervision of designated staff members, and overall staff, building, operations and staff supervision. Ensure all staff under your supervision are properly trained, monitored, and evaluated on a regular basis. Maintain a high profile to promote member participation, satisfaction and answer questions as needed, resulting in high member contentment, membership retention and referrals, and new member enrollments. Be efficient in all areas of fitness center operations, including but not limited to the front desk, recovery zone, housekeeping, babysitting and additional areas as needed. Be an enthusiastic supporter and promoter of the University Fitness Centers and policies and procedures at all times, and ensure all staff do the same.

ESSENTIAL FUNCTIONS

• Staff Management: Supervise, monitor, and assist all staff and assign duties as needed. Lead by example and motivate our team, holding them to a high degree of productivity, accuracy and efficiency. Ensure all duties are performed in compliance with policies, procedures, and expectations and that all staff are positive, enthusiastic supporters of the Center and its policies and procedures at all times. Responsible for handling staff call-offs or schedule changes during the shift, including subsequent changes to schedules of time-sensitive duties. Responsible for interviewing, training, evaluating and payroll of staff members that falls under your area of supervision. Provide continual training, development and education of staff members on an on-going basis. Address performance issues of other staff as needed and report them (as well as commendations) to the appropriate supervisor. (38%)
• Facility and Building Management: Ensure the building is clean, safe and operational as per policy. Perform regular building walks and inspections throughout shifts to ensure all areas are to standard throughout hours of operations, to ensure member and guest safety, and to monitor member/guests, enforcing University Fitness Center policies and procedures. Coordinate and oversee the day-to-day operations of the facility, maintaining schedules, laundry duties, member/guest and staff supervision and other duties as needed. Perform the duties of any area when needed; whether to assist when facility standards are not being met, or covering open shifts. Prioritize cleanliness and safety, and address special needs that may arise with the facility operations including, but not limited to, heat, air conditioning, water, roof, lighting, laundry, computers, AV equipment, fitness equipment, etc. Properly inform staff and/or members as dictated and determine the level of service that can be safely and efficiently be provided. Properly handle all emergency situations, coordinating with proper authorities, medical personnel, staff and members. (38%)
• Customer Experience: Ensure quality and efficient customer service, member satisfaction, retention, referrals and new member recruitment. Maintain a high profile to promote member participation, satisfaction and answer questions, resulting in high member satisfaction, membership retention and referrals, and new member enrollments. Engage and encourage members, guests and prospective members on a regular basis. Promote University Fitness Center programs, services and promotions at all times with members, guests, prospective members, and the community. Identify and address potential problems with staff, members, guests, and operations. (12%)
• Perform administrative duties, including but are not limited to, opening and/or closing the building, oversight of Point-of-Sales (POS), drawer counts and paperwork, patron counts, observing and maintaining inventory levels of supplies, and staff evaluations and payroll. (12%)

NONESSENTIAL FUNCITONS

Perform other duties as assigned. (<1%)

CONTACTS

Department: Daily collaboration and contact with the Director, Associate Director, Assistant Managers, Shift Leaders, student employees, contractors and others.

University: Daily contact and interaction with university members and guests.

External: Frequent contact with guests in relation to the facility and University Fitness Centers.

Students: Daily contact and interaction with university student staff, patrons and guests.

SUPERVISORY RESPONSIBILITIES

Directly supervise the 1-2-1 maintenance worker (SG07). Responsible for overseeing all staff (shift leaders, front desk, juice bar, babysitting, personal trainers, instructors, contractors, and others during your shift).

QUALIFICAITONS

Education and Experience: High school education and 3 years of supervisory/ management experience OR Bachelor¿s degree and 1 year of supervisory/ management experience. Current CPR certification required.

REQUIRED SKILLS

• Must be able to demonstrate position-related behaviors in the fulfillment of the organization¿s goals.
• Demonstrated ability to lead by example with proven supervisory leadership skills, communication and team building skills. Self-motivator who is able to work independently while also a part of a team, with the ability to motivate those around you.
• Demonstrated ability to work in a fast-paced, changing environment and conform to shifting priorities, demands and timeline. Must be flexible in order to respond to project adjustments and alterations promptly and efficiently. Must be able to adapt to varying workloads and respond appropriately to stressful situations.
• Demonstrated excellence in customer service skills with a strong desire to serve others. Easily approachable by employees and customers. Personable and empathetic. Proven ability to deal with difficult people and situations in a professional, compassionate and helpful manner.
• Proven to be accountable and reliable. Delivers results on time and at the quality level expected.
• Proven traits of honesty, dependability and business ethics.
• Positive and enthusiastic attitude, with high energy and stamina.
• Someone who prioritizes cleanliness and safety.
• Strong situational/ambient awareness at all times. Proactive approach to potential problems and excellent judgement, common sense and problem-solving skills.
• Excellent verbal (in-person and on phone) and written communications skills. Ability to understand all programs and services offered by University Fitness Centers and One to One Fitness Center and help recruit participants, upsell services, etc. Ability to interact with colleagues, supervisors and customers face to face.
• Consistent sense of urgency. Works at an efficient, yet thorough pace.
• Strong computer skills and ability to learn our member management system.
• Willingness to assist in all roles of the fitness center.
• A passion for fitness is preferred.
• Demonstrated history of successful support, education, and advocacy for all students, aligned with the values, mission, and messaging of the university, while adhering to the staff policy on conflict of commitment and interest.
• Ability to meet consistent attendance.

WORKING CONDITIONS

Ability to perform a variety of physical skills, including but not limited to carrying, filing, pushing, pulling, reading, sorting, twisting, mopping, shoveling, walking, climbing, writing, typing, using exercise equipment of all kinds, and more. Ability to be on your feet the entire shift. Ability to move or carry up to 45 lbs. There may be possible exposure to commercial cleaning products. Ability to be flexible with your schedule.

Case Western Reserve University is an equal opportunity employer. All applicants are protected under federal and state laws and university policy from discrimination based on race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, protected veteran status, disability, age and genetic information.

Case Western Reserve University provides reasonable accommodations to applicants with disabilities. Applicants requiring a reasonable accommodation for any part of the application and hiring process should contact the Office of Inclusion, Diversity and Equal Opportunity at 216-368-8877 to request a reasonable accommodation. Determinations as to granting reasonable accommodations for any applicant will be made on a case-by-case basis.