Job Summary:
The Asst. Operations Manager (AOM) assists the Operations Manager and General Manager to ensure that the club delivers the best guest and member experience.
Major emphasis is to support member retention by advocating for the best member experiences and operational processes in the club
Aids in the management of training, payroll budget and scheduling, policies and procedures, and the successful attainment of service-based revenue goals and facilities cleanliness, service, and maintenance
Assists OM with New Hires, trains, and develops a strong team of Front Desk and Kids’ Zone professionals that delivers on company goals and reflects its values.
Responsible for the successful attainment of department targets (member services, cleanliness, revenue, and retention).
Ensures that the facility is well equipped, equipment maintained, and provides a clean and safe environment for both members and employees.
Responsible for assisting and directing member/guests, monitoring incoming inquiries and ensuring proper check-in procedures are followed.
Span of Control/Organizational Relationship/People Management:
Reports to: Operations Manager (OM) and General Manager (GM) Job Scope: 1 club
This position directly manages the following positions inside the club:
Front Desk staff (1-9)
Kid’s Zone Supervisor (if applicable)
Kid’s Zone Attendants (1-10)
Group Fitness Instructors
Essential Duties & Responsibilities:
The AOM is responsible for performing the following activities for the club:
Depending on the club revenue size, some activities may be supplemented by the Operations Manager, (in larger clubs), occur only infrequently (in mid-size clubs), or may require routine direct involvement (in smaller clubs).
SERVICE MANAGEMENT
Ensure that all club members are delivered a high member service experience. To achieve this objective the AOM will:
Proactively engage club member base, regularly greet and interact with members
Resolve member concerns and complaints in a professional and timely manner
Monitor club facility appearance and equipment, and resolve or escalate issues that detract from the member experience. Assist the OM and GM in providing direction to third party janitorial vendor and equipment maintenance vendor
Instill a sense of common responsibility and teamwork across club functions to improve the member and employee experience
Ensure all Front Desk and Kid’s Zone staff adhere to policy and procedures
CLUB ADMINISTRATION
Drive club efforts in achieving revenue goals in Cooler Drinks, and Smoothies – and aid in driving efforts for Tanning, Kid’s Fitness, Boot-camps, Supplements, and Locker Rentals
Work with GM in planning and implementation of promotions and merchandising
Ensure that product (drinks/supplements) and other displays are optimally merchandised and the appropriate ordering and inventory levels are maintained according to club need
Implement new operational procedures in the club and follow-up with compliance checks by monitoring club systems and employee performance
Mediate club team member relations matters for all club operations team members
Ensure the system's procedures are accurately followed: proper POS procedures, desk set up, file organization, member check-in, computer check-in, telephone inquiries (TI’s), guest registration, master appoint book review, cash handling, member key tags, etc..
Maintain an efficient ‘back-stock’ that is organized, and the product is in order by FIFO rotation (first in, first out)
Agreement and contract review
With OM direction Daily paperwork (cancels, freeze, billing inquiries) with help from ABC
New Hire and Termination paperwork, new hire password set up
Make daily bank deposits by 2 pm (in OM absence)
Order and maintain supplies and review inventory frequently
Supervise POS (point-of-sale) operations and file daily/monthly paperwork
Responsible for proper inventory receiving and inventory control activities
Log and control on-hand inventory stock levels in company inventory database
Perform regular review, edits, and auditing of time records for compliance (in OM absence)
STAFFING AND DEVELOPMENT
Maintain a fully engaged and high performing Front Desk and Kid’s Zone service team that aligns with company values and goals. To achieve this, the AOM will:
Hire qualified Front Desk, Kid’s Zone, and Group Fitness Instructors
Manage Front Desk, Kid’s Zone, and Group Fitness schedule within budgeted hours set forth by the Leadership Team
Train & Develop Front Desk, and Kid’s Zone staff for success in their position
Conduct meetings (as needed) with OM and direct reports to review performance and offer direction, motivation, and guidance toward achieving individual and company goals. Offer career growth and advancement opportunities.
Discipline staff under the guidance of the OM and GM and consult with the Human Resources Manager for additional direction
PREFERRED QUALIFICATIONS:
Knowledge, Skills & Abilities:
Knowledge of company policies, practices, and procedures, including emergency and safety procedures
Face-to-Face and over the phone customer service experience
Strong interpersonal and communication skills, including proper telephone etiquette. Communicates clearly and concisely. Able to generate, maintain, and demonstrate a friendly, enthusiastic, and positive attitude.
Possesses a strong member service focus. Responds professionally to requests and inquiries from guest, members, and staff
Possesses strong organizational skills to execute and prioritize multiple tasks. Understands basic record keeping practices and procedures.
Experience operating office equipment such as computers, calculators, faxes, copier, scanner, etc. Must be computer proficient with basic skills in Word and Excel
Benefits:
Free membership for self and spouse
Health and dental insurance
Paid Time Off (PTO)