Objectives: Successfully operate the café by managing and overseeing all café staff and essential job duties to ensure all members receive the highest level of customer service possible.

Reports to: Assistant General Manager and General Manager

Criteria: Minimum 1 year customer service and POS experience along with a minimum of 6 months personnel supervision preferred. Red Cross CPR/AED certification required within 60 days of hire.

As AFF team member responsibilities include but are not limited to:

To Get & Keep Members.

Provide the highest quality customer service to all members by greeting them with a welcoming, friendly, energetic, and positive attitude at all times. Use members’ names as often as possible.

Ensure exceptional customer service by hiring, training, and maintaining a proactive, efficient, professional, and friendly team.

Set an example of professional behavior and exceptional customer service for all team members.

Embrace and follow the company Service Standards, the guidelines outlined in the AFF Training and Policy Manuals, and any applicable department-specific team handbooks.

Respond to member concerns and/or comments in a timely and professional way.

Know the club’s emergency response protocol and be prepared to act. Exercise sound judgment with safety as a priority.

Schedule the team to provide appropriate coverage based on the needs established by the club leadership team.

Arrive to work 10 minutes early. Wear department-specific uniform.

Be a team player by contributing to both club and organizational goals.

Maintain open and honest communication with the leadership team; partner together as fitness professionals. Respond within 24 hours to all time-sensitive email, text, and/or phone requests.

Develop, implement, and evaluate department goals on a regular basis in partnership with the GM and the company C.O.O.

Participate actively in all club, department, and company meetings. Inform the team and club members of development, promotions, activities, and upcoming events within the club and throughout the organization.

Coach, teach, educate, and support the team to be successful in their roles and to meet the goals set in partnership with the GM.

Provide ongoing feedback to the team and deliver performance reviews.

Communicate effectively with all team members.

Proactively engage with team members and coach toward success in their roles. Document progress and opportunities; use disciplinary action and/or terminate employment if necessary.

Hold regularly scheduled department meetings for ongoing training and information sharing. Submit the minutes of each meeting to the GM and AGM.

Accurately complete new hire paperwork and deliver to the GM so it can be submitted to corporate before placing a new team member on the schedule.

Schedule a prompt orientation for all new team members.

Maintain current personnel records on the team, perform administrative duties, complete required paperwork accurately and on time and secure & protect sensitive financial and personal information.

Use proper chain of command and ensure the team does the same.

As Café Manager, responsibilities include, but are not limited to:

Serve as Team Leader for all customer service related questions in café

Ensure all coolers and refrigerators are clean and properly stocked

Efficiently manage café inventory and vendor ordering

Receive, unpack and sign off on all cafe invoices

Responsible for staying in compliance and passing all Health Department inspections

Efficiently operate computer POS system, reconcile shift reports, and drop correct deposits daily

Check and follow up on all daily checklists completed by café team members daily

Other duties as reasonably assigned