GENERAL MANAGER

TEAM POSITION: GENERAL MANAGER (FT, ON-SITE, SALARY)

REPORTS TO: COO

OUR STORY

Tone House is the premier Strength & Conditioning athletic training facility that allows you to “Unleash Your Inner Athlete”. Founded in 2014, Tone House implements the movement training philosophy, equipment, and team oriented environment normally geared towards the professional athlete to anyone looking to take their fitness journey to the next level. Whether you’re an elite athlete, or want to train like one, Tone House will push you out of your comfort zone and help you reach your full potential.

DESCRIPTION

The General Manager is responsible for overseeing the daily operations of their designated studio and works cooperatively and with integrity with all departments and stakeholders to ensure the studio is well-maintained and customer service in all aspects is upheld and consistent with Tone House standards and culture. The General Manager is a key representative of the Brand’s core values and will provide the vision, leadership, and energy to drive the Operations Team to succeed, while promoting an outstanding overall experience for all clients.

QUALIFICATIONS

• Bachelor’s Degree from an accredited 4-year College or University strongly preferred
• Full-time availability and flexibility to work a non-traditional work schedule, which may include early mornings, late evenings, weekends, and some holidays.
• Business and financial acumen to make, understand, report on, and analyze key operational decisions
• Excellent customer service, interpersonal, and communication skills (written and oral)
• Strong administrative and clerical skills
• Fluent in boutique studio CRMs MindBody, ClassPass, GymPass/WellHub a plus
• Reliable, responsible, professional, strong work ethic
• Possesses a genuinely positive, enthusiastic, and upbeat attitude
• Team-oriented, able to work cooperatively and effectively with different personality types as well as other departments, vendors, and clients
• Even-keeled, calm, and poised in fast-paced, high pressure, time-sensitive situations
• Must be able to kneel, bend, reach, climb, stand for periods of time, lift and carry a minimum of 30 lbs
• CPR, First Aid, and AED Certified
• Passion for the Tone House vision, brand, and culture and belief in the importance of a healthy lifestyle

EXPERIENCE

• 2 years minimum experience in a management or supervisory role in the health and fitness, or hospitality-related industry, overseeing and leading the workflow and development of a high performance team.

• 2 years customer service experience in the health and fitness or hospitality-related industry, including, but not limited to: identifying customer needs, meeting quality standards for services, evaluating customer satisfaction, executing administrative and clerical work.

• Strong sales background preferred, including an in-depth knowledge of products and services, and the principles and methods for promoting and selling products or services effectively. Proven track record of meeting or exceeding sales quotas.

• Communications experience representing a company to staff, clients, stakeholders, 3P vendors, and partners.

KEY RESPONSIBILITIES

CUSTOMER EXPERIENCE & DRIVING SALES (FOCUS 50%)

• Ensure all Operations-related interactions follow the five tenets of exceptional customer experience: personalized, convenient, responsive, empathetic, and consistent.
• Address and resolve client inquiries, concerns, and feedback regarding Company’s services, products, policies and procedures in a respectful, informative, and timely manner.
• Collaborate and strategize with Studio Leadership Team to develop better methods to: increase lead generation and client retention, meet or exceed sales goals, improve efficiency of daily operations, and strengthen the overall customer experience and impact of the Brand.

• Create and maintain a bi-monthly staff schedule to review all operational, sales, and marketing initiatives, primary campaigns, and new product or service roll outs.
• Set, communicate, and monitor individual sales goals for Ops Team on a weekly, monthly, and quarterly cadence.
• Provide recommendations and train Ops Team on best practices regarding customer service, client engagement, improving sales cycle, and increasing close rates and revenue.

TEAM LEADERSHIP, DEVELOPMENT, & CULTURE (25%)

• Provide guidance and direction to team members, including: setting, enforcing, and rewarding high performance standards, handling difficult or complex problems, mediating and resolving escalated complaints or disputes in a calm, professional, and solutionary manner.
• Foster and encourage mutual trust, respect, and cooperation among team members. Develop and nurture constructive and cooperative working relationships, both client and business-facing.
• Collaborate with the Studio Leadership Team to create and promote a productive and engaging work environment based around the Brand values of teamwork and accountability.
• Stay immersed in Company culture by participating in classes, special events, and team building activities.

RECRUITMENT, ONBOARDING, TRAINING & DEVELOPMENT

• Proactively recruit & conduct initial, 2nd, and final interviews for relevant Operations Team positions when necessary.
• Execute onboarding, orientation, and training for new team members with respect to assigned duties, Company policies, and SOPs.
• Evaluate work performance and conformance to policies post-training period, set 30/60/90 reviews, bi-monthly 1:1s, as well as formal 6 month and annual reviews, to track and reinforce strengths and address areas of improvement and opportunity.

FACILITY MANAGEMENT (FOCUS: 25%)

• Maintain the highest standards of cleanliness throughout the facility including: reception & retail, Client lounge, training area, locker rooms, and back of House to ensure superior customer service and sanitation expectations are exceeded.
• Execute and enforce daily, weekly, and monthly maintenance requirements with Operations Team.
• Collaborate with Training Manager to schedule proper cadence for studio equipment maintenance and cleaning sessions in order to maintain sanitation standards and ensure that studio equipment is always fully operational.

• Work cohesively with 3P vendors to schedule preventive maintenance of primary utilities imperative to daily operations including: HVAC, A/V, Fire Alarm, pest control, cold tubs.

• Ensure timely equipment repairs by reporting all repair or part replacement requests through the proper 3P vendor contacts immediately upon equipment failure.

• Source and maintain accurate product inventory according to minimum standards & organize merchandise appropriately to enhance the presentation of F&B and retail area.
• Oversee all labor schedules to ensure proper coverage and alignment with payroll budgeted hours.

PAY TRANSPARENCY: $70,000 ~ $80,000, based on experience and qualifications

• In addition to base salary, commission and bonus incentive structure are in place with an earning potential in the range of $10,000-$15,000 annually

• Comprehensive, 100% Company-sponsored benefits plan valued at $10K per individual, no out-of-pocket payroll deductions required (medical, dental, vision, short & long term disability, life and AD&D insurance)

• 15-20 days Paid Time Off (PTO)

• Complimentary membership

• Discounts on merchandise, products, and services

ADDITIONAL INFORMATION

• All information will be kept confidential according to EEO guidelines.
• You must have a legal right to work in the United States. While we appreciate every applicant’s interest, only those under consideration will be contacted. We regret that phone calls will not be accepted. We are an Equal Opportunity Employer (EOE).

TO APPLY:

• Email resume and cover letter to careers@tonehouse.com. Our Team will reach out to you if there is a good fit.