General Manager

"Inspire. Unite. Excel. – Empowering communities and celebrating the joy of club life with

visionary leadership and a passion for sports and wellness."

The Role:

General Managers (GM) play a critical role in the Ileseum eco system and model. GMs are the bridge between the daily activities at the Clubs and the objective, direction and goals of Ileseum Clubs. The role goes beyond day-to-day operations but involves instilling the Ileseum culture in every employee, the Joy of Club Life for every member and building vibrant and strong communities. We deeply believe that the club evolves as an extension of the GM's personality, traits and ethics.

What You'll Be Responsible For:

Leadership & Team Management:

• Oversee, guide and manage club teams including Sales, Customer Service, Facilities Management, Trainers & Fitness staff, banquets, and support staff, including housekeeping, lifeguards, swimming coaches etc.
• Periodically review and monitor the team's performance in terms of productivity, behavioural excellence, customer centricity and adherence to SOPs.
• Plan and put up staffing requirements for efficient club operations (considering a rational mix of employment types i.e. full time, part time, outsourced etc.).
• Ensure EDAP (Employee Development and Assessment Plan) set up for all team members, contribute in staff appraisals by providing constructive feedback, carry out mid-term assessments and addressing areas for improvement, if any.

Club Operations:

• Lead the complete club operations that includes developing and executing operational policies, procedures, and standards to ensure seamless and top-tier service delivery across all departments.
• Direct the restaurant and banquet operations, including menu development, pricing strategies, inventory control, and staff training to ensure a superior dining and event experience.
• Drive banquet and event bookings, working closely with clients from initial inquiry to flawless execution to maximize revenue and client satisfaction.
• Direct the groundskeeping and maintenance teams to ensure the park and walking lanes are impeccably maintained, clean, and safe for all users.
• Prepare and submit detailed reports on the findings of the daily walks, including recommendations for repairs, maintenance, and other necessary actions.
• Ensure that financial approvals for repairs and maintenance are obtained in a timely manner to prevent disruptions to club operations.

Wellness, Yoga & Meditation Services:

• Oversee the daily management of the wellness center, including services, staffing, and equipment.
• Curate and schedule a dynamic calendar of wellness offerings, including yoga, Pilates and meditation sessions etc., led by qualified and certified instructors.

Financial Management:

• Ensure a peaceful and professional environment for all wellness services, managing client appointments, feedback, and instructor performance.
• Develop an Annual & Quarterly P&L Plan, ensure all departments meet their financial targets. Monitor revenue points and ensure consistency of chargeable services ensuring proper billing and realisation of payments against the same.
• Lead the vendor selection process, ensure standard process to register quality vendors. '
• Ensures coordination with vendors and suppliers to ensure quality and cost-effective service delivery.
• Identify opportunities for cost control, increased revenue through review and audits of operations ensuring cost optimization.

Sales and Marketing:

• Develop and implement marketing and sales strategies to attract new members and retain existing ones.
• Provide the strategies in the monthly FOM (Focus of the Month) to the marketing team. Develop and implement strategies to drive membership sales, academy enrolments, and personal training services.
• Provide regular support and advice to all department heads.
• Develop mechanism to collect, review and act upon the feedback from customers through surveys, direct conversations and social media.
• Address concerns and continuously improve member experience to gain positive reviews and customer advocacy.

Academies & Value Added Services:

• Supervise the operation of the Academy and all value-added services such as personal training services, ensuring programs are aligned with customer needs and market trends.
• Ensure adherence to safety protocols, training standards, and client satisfaction.
• Guide and monitor the fitness teams accordingly.

Strategic Planning & Business Development:

• Work closely with the Management to develop long-term strategic goals for Club's growth, devise roadmap for executing the plans and periodic reviews to gauge the success.
• Identify new business opportunities, such as strategic partnerships, corporate memberships, and new service offerings.
• Evaluate customer feedback and market demand to guide decision making for future development and new service offerings.

Reporting & Performance Evaluation:

• Prepare and present monthly reports on operational performance, financial status, membership trends and customer satisfaction and growth plans.
• Ensure daily reports and dashboards (i.e. daily sales report, daily club walk through report etc., walk-in reports etc.) are updated and shared.
• Keeping track of operational expenses, such as salaries, utilities, maintenance, and marketing, and ensuring they are within budget.
• Calculating and sharing with Accounts / Finance team the incentives and commissions of various team members who are eligible for the same in a timely and accurate manner.
• Calculating and sharing with Accounts / Finance team the incentives and commissions of various team members who are eligible for the same in a timely and accurate manner.
• Evaluating staffing levels and schedules to ensure that they meet the needs of the club while optimizing costs.
• Also track metrics related to operational efficiency, such as class capacity utilization, equipment downtime, or member wait times.

IT & App Utilization:

Ensure all necessary data is entered in the Club CRM system and any other mode that has been established for sharing data & reports.

Member Satisfaction and Customer Centricity:

• Ensure that all necessary points have access control systems and are operational at all times.
• Serve as the face of the club, fostering strong, personalized relationships with members. Proactively engage with members, address feedback, and anticipate their needs to guarantee the highest levels of satisfaction and retention.
• Develop a monthly event calendar and ensure that events are conducted professionally and as per Ileseum standards and promotes community building.
• Create communities such as sports, outdoor, running, book clubs etc. and ensure regular participations and events as required.