Description
JOB SUMMARY :
The General Manager is responsible for providing leadership for the operations of the club. In this role, the General Manager has full responsibility for their club and runs it like a business owner – constantly seeking ways to improve revenue and eliminate unnecessary expenses. The General Manager works directly with the Area Manager or Director of Operations to deliver the business brand, member experience and business goals through the following areas :
DUTIES AND RESPONSIBILITIES – WHAT YOU WILL DO :
Drive Business Results :
- Delivers EBITDA Results : Revenue (Dues, PT, Retail), Controllable Costs Management (Payroll, Supplies) and EBITDA.
- Reviews Daily KPIs and identifies trends to find opportunities to improve upon or ones to praise.
- Actively participates and delivers clubs' New Member Sales (NMU, New Dues and EFT) goals.
- Ensures successful execution of marketing programs at the club level to generate retention and conversion.
- Directs and supervises team to seek out and seize daily opportunities to convert guests to club members.
- Increases Net Memberships through achieving goals, improving retention, and driving ancillary review.
- Understands and manages business metrics and uses current reports (e.g. Daily KPIs, Salesforce, MAUI, etc.) to drive the business.
- Decreases unnecessary and controllable expenses.
- Working within established budgets and identifying areas where we can be more efficient.
- Advises Area Manager / Director of Operations on any changes within the market of the club and existing or incoming competition.
Deliver the Member Experience
Understands the members in the club, identifies their needs, and works with Support Center team to ensure we are on target with initiatives that impact them.Ability to run a club that provides a welcoming, engaging, intuitive, and motivating experience.Maintains a safe, clean, well-run club.Proactively interacts with members to gather feedback and ensures club team is delivering on our member experience.Works alongside staff to complete tasks thru leading by example to improve our member experience.Consistently uses key systems for scheduling, ordering, etc. (including Paylocity, Happy Fox, Upkeep, Maintenance Connection, etc.).Actively manages key areas such as mitigating overtime, addressing timekeeping issues (missed punches, meal and rest breaks, etc.), facilities requests, etc.Consistently manages a range of amenities (pools, kids club, etc.).Works with the Club Technician to problem solve on facility concerns, completion of preventive maintenance on facility amenities and equipment, and maintaining Member Experience standards & safety.Monitors and reviews Listen 360 and other club Social Media results to identify opportunities for improvement or where to praise for delivering on-target results.Operational Excellence :
Leads and manages all Club Operations including but not limited to : scheduling, facilities, cost management, safety and compliance.Assists in compliance with Risk Management provided policies and regulations to remain in compliance with OSHA regulations.Full understanding of expectations and responsibilities of all roles within the clubs.Continuous improvement of the club team to ensure that we have the right team in place to deliver upon our brand mission.Regularly walk-throughs of all areas of the club to ensure that we are delivering the experience we want for our Members and Team Members.Works with Club Custodial Team and Club Technician on monthly & quarterly safety review completion and addresses outlining issues in a timely manner, escalating to support teams as necessary.Works with Club Technician on vendor bid / approval process & repairs & maintenance cost management.Participates in new initiatives being rolled out to the field and provides feedback on effectiveness and / or opportunities to improve.Partners with Training & Development when additional training or support is needed to ensure operational excellence, proper processes, and team member confidence.Leadership and Development of Operations Team :
Successfully develops teams across all departments to ensure all team members are meeting expectations and developing in their roles to improve the retention of our team members.Responsible for hiring and onboarding of talent.Ability to successfully identify, assess, and hire candidates for different roles.Responsibility of holding team accountable to brand standards.Leads team and provides clear and regular communication with club team so everyone knows the club and company priorities.Ensures team members complete all required training.Ability to successfully partner with different cross functional teams within the company.Partners with club team support leaders and Area Manager / Director of Operations to identify future leaders within the club team.Provides ongoing performance management focused on team development and coaching corrective behavior and actively participates and delivers the annual Performance Review Process.Partners with Area Manager / Director of Operations to build Business Acumen of club team support leaders with monthly review of Monthly Manager's Report (MMR) to develop future "4-Wall Operators."REQUIREMENTS AND QUALIFICATIONS – WHO YOU ARE :
High School Diploma or GEDCollege degree in business, retail or hospitality desiredDesired knowledge, experience, and understanding of Fitness including equipment, personal training, and group fitness2-3 years of experience as an Assistant General Manager, Operations Manager or Sales Manager, preferably within the Fitness Industry or similar Retail or Hospitality experienceStrong service orientation and desire to deliver an outstanding member experienceStrong oral and written communication skills, with the ability to work professionally and effectively with people at all levels of the organization with physical locations spread throughout the portfolioWork quality must be highly accurate, timely, and in accordance with company policy and procedures with a high regard and propensity for safetyExcellent task completion and follow-through skills and ability to maintain focus in a sometimes hectic and evolving environmentStrong operations experience and operations leadership skills with proven success in developing and promoting teamsMust demonstrate professionalism, cooperation, and ability to work well with all partiesAbility to travel occasionally for company meetings and based on business needsAbility to relocate for establishing new markets and professional growth opportunitiesBilingual skills a plusCPR / AED certification required within first 30 days of hireMust be Trustline registered; the Company will facilitate this certification upon acceptance of offer of employmentAlcohol / Food certification as required at applicable locationsAttend and participate in required meetings and trainings as neededTEAM PERKS :
Free health club membershipCasual work environmentDiscount on in club retail items and any current vendor partner offerings (NASM, etc.)Opportunity for growth; professional developmentWORK ENVIRONMENT / PHYSICAL DEMANDS :
While performing the duties of this job, the employee is frequently required to walk and stand up to 8 hours / day and / or sitting for extended period of time. Employees may be exposed to cleaning chemicals or airborne particles and will be required to wear designated PPE (Personal Protective Equipment) as directed. Employees are occasionally required to use hands and fingers for handle or feel; occasional reach, push and pulling with arms and hands; occasional climb, balance, stoop, kneel, crouch or crawl; and occasional reach and twist, including side-to-side movements. The employee may be required to occasionally lift, carry or move up to 25 pounds and may seldom be required to lift, carry or move 26-50 pounds.
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