Club Operations Manager
4 weeks ago
Role Overview
The Club Manager will play a pivotal role in ensuring the smooth and efficient operation of the club's day-to-day activities. This includes developing an annual operating plan, implementing effective methods and policies, and maintaining a high level of customer service.
Key Responsibilities
- Initiate and deliver activities to attract new members and increase visitor numbers in line with the club's business plan.
- Provide and maintain the highest level of customer service in a high-volume retail environment.
- Make effective decisions regarding customer issues.
- Plan and promote special events for the club on a monthly basis.
- Develop an events calendar and encourage member participation.
- Hold weekly department meetings to discuss customer service, group exercise, and maintenance.
- Inspect the facility daily for cleanliness using the club's daily walkthrough list.
- Ensure the facility is clean and operationally sound.
- Interface with retail vendors and service contractors.
Sales Duties
- Hire, train, and develop sales staff.
- Motivate sales staff and monitor their sales levels using established protocols and sales systems.
- Hold daily meetings with sales teams and oversee sales strategy, status, pipeline, and conversion.
- Develop new pipeline by overseeing club presentations, sales pitches, corporate tie-ups, etc.
- Oversee special events and programs held at the club.
- Maintain and direct training and development of club sales staff.
- Establish and maintain an active referral system with the sales team.
- Audit sales team monthly.
Management Duties
- Manage, monitor, and evaluate the performance of all department heads/vertical heads.
- Monitor the hiring, training, and scheduling of all club-level staff.
- Communicate with club-level employees through staff meetings.
- Attend and participate in management meetings.
- Properly delegate, monitor, and evaluate specifically assigned responsibilities of team members.
- Properly manage and maintain operational budgets.
- Ensure all staff adheres to staff uniform policy, including uniform at all times when on duty.
- Responsible for managing disciplinary actions involving all club-level employees.
- Responsible for monitoring all incident reports filed at the club involving members and staff.
- Approve all schedules of each club department.
- Control payroll costs to fall within projected budget.
- Prepare and submit payroll to head office.
- Administer the company's policies and procedures.
- Submit all new hire and termination information to head office as required by the HR department.
- Ensure discipline of staff at the club is being maintained and monitored.
- Ensure cleanliness and effectiveness of club area and resources.
- Maintain positive relationships with vendors, staff members, and other partners.
Key Skills
- Positive attitude and ability to motivate staff in a positive manner.
- Good leadership qualities.
- Strong motivational, communication, team-building, and training skills.
- Self-motivated and strong organizational and management skills.
- Ability and experience in effectively motivating and managing a staff of employees.
- Promotionally oriented and ability to direct sales through company-required outreach programs.
- Ability to take direction and adhere to company policies.
- Willingness to learn and adhere to new systems as the company continues to grow.
- Thorough understanding of facility operations as defined by company standards.
- Comprehensive knowledge of all facility operational, sales, and management systems.
- Proficient in the use of all software programs utilized at the facility.
Qualification
We are seeking someone with a unique blend of skills tailored to the dynamic and people-oriented nature of the sports and fitness industry. A degree in Sports Management, Business Administration, Physical Education, or a related field is an added advantage.
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