GENERAL SUMMARY: The CLASS Studio Manager is responsible for ensuring a positive customer experience, both personally and through instructor supervision. As needed, they address member and employee relations issues, oversee scheduling and timekeeping activities. Additionally, they are responsible for communicating and enforcing Company and studio policies and procedures and for the successful attainment of revenue goals pertaining to New Membership, Packages Sales and Retail sales.
ESSENTIAL DUTIES & RESPONSIBILITIES:
Guest Experience/Team Member Experience (General Management)
Establish a fun, safe, healthy, and community-focused studio culture that delivers high member satisfaction, encourages high member frequency, and achieves maximum profitability for the franchise partner.
Be a role model for member service behavior by participating in classes, interacting with members, collecting member feedback, and being highly responsive with all digital communication.
Resolve member concerns and conduct team member coaching to prevent issues from reoccurring.
Monitor studio, team member, and personal appearance to ensure satisfactory expectations are being met.
Ensure safety of employees, members and studio property.
Ensure team members’ execution of the fundamentals in friendliness, cleanliness, punctuality, and dress code.
Recruit, hire, train and develop studio team by following recruiting, interviewing, and onboarding protocol.
Develop and conduct ongoing training and development plan of all studio team members.
Maintain a fully engaged and high performing team that aligns with company values and goals.
Pre-Grand Opening Duties
Manage the Pre-Sales office to attract and educate new leads, while setting and meeting pre-sales quotas & KPIs
Run off-site sales, marketing and advertising events to attract new clients prior to the Grand Opening
Participate in UFC Corporate Training activities and weekly studio manager telephone calls
Utilize local knowledge of the Mission Viejo area to assist in marketing campaign
Club Administration
Ensure company policies, procedures, programs and promotions are efficiently executed.
Responsible for bill collecting on members electronic funds transfer (EFT) dues, making phone calls for past due members, and updating invalid credit cards.
Ensure that retail is optimally merchandised, displayed, and promoted.
Ensure that systems procedures are accurately followed: proper POS procedure, front desk set up, CLASS Check-in, Telephone Inquiry, Online Prospects, Guest Registration, cash handling, and member post-enrollment.
Make daily banking deposits Monday – Friday.
Order and maintain all supplies needed for successful operations.
Supervise point-of-sales (POS) operations. File daily and weekly club revenue reports.
Responsible for proper inventory receiving and inventory control activities.
Resolve member service matters, such as password reset or updating credit card profiles.
Review Time & Labor system to ensure responsible management of studio labor budget.
Develop team members monthly schedules to ensure proper coverage and approval of time off requests.
Alert the Franchise Partner of repairs or maintenance needs in the club. Conduct facility walk-throughs daily, maintains studio maintenance logs, and cleaning checklists.
Sales Performance
Responsible for achieving monthly revenue objectives set forth by the Franchise Partner.
Review daily club sales performance and individual employee performance statistics. Identify opportunities for improvement.
Establish behaviors and daily routines needed to achieve the studio’s financial goals.
Ensure the successful execution of lead, first-CLASS users, and guest goals.
Responsible for ongoing training to hit 50% of guest conversion.
Accountability & performance management of monthly sales metrics and drivers.
Personal sales contribution towards the monthly sales goals. (Monthly goals are set by the Franchise Partner; the Studio Manager is responsible for the difference between the membership team performance and monthly goals.)
Provide studio tours, explain services offered by the facility, and enroll new members for new membership agreements or class packages.
Execute an effective prospecting and grassroots marketing strategy each month.
Assume responsibility for completing sales of staff members through the turnover process.
Ensure accuracy of sales data inputted into Club Ready and FitMetrix
Ensures timely and consistent follow up on all online, telephone, and walk-in inquiries.
ORGANIZATION RELATIONSHIPS: The CLASS Studio Manager position has direct supervision of employees. The Studio Manager reports directly to the Franchise Partner, and interacts with the membership team, members, and all CLASS staff.
REQUIRED QUALIFICATIONS
Must be able to operate and adjust all fitness equipment used in the studio.
Knowledge of company policies, practices and procedures, including emergency and safety procedures.
Strong interpersonal and communication skills. Able to maintain a friendly, enthusiastic and positive attitude.
Possesses a strong customer service focus. Responds professionally and in a timely manner to requests and inquiries from guests, members and staff.
Understands and follows oral and written instructions. Communicates clearly and concisely.
Possesses strong organizational skills. Understands basic record keeping practices and procedures. Demonstrates the ability to organize and prioritize multiple tasks.
Must be computer proficient, with basic skills in Microsoft Word and Excel.
Current CPR/AED certification
High school diploma or GED / Four-year degree in a related field preferred
Minimum 2 years of related experience
Experience in management/employee relations
While performing the duties of this job, the employee is regularly required to stand.
Physical effort required for daily duties include lifting heavy weights, squatting, bending, reaching, spotting, and prolonged standing and walking. Must be able to frequently lift and/or move up to 45 lbs.
This position description intends to describe the general nature and level of work being performed by people assigned to this job. It is not intended to include all duties and responsibilities. The order in which duties and responsibilities are listed is not significant.