The General Manager leads and manages the member service functions within the club to provide the best guest and member experience, and team member environment. The General Manager recruits, hires, trains and develops a diverse, high performance management team and provides leadership and direction to ensure the team achieves goals in a way that reflects the company values. The General Manager creates club strategy, execution of company initiatives, including responsibility for communicating and upholding company policies, standards and delivering on the commitment to a clean, friendly and well-maintained club.POSITION OVERVIEWThe General Manager position is a high-profile leadership position that is responsible for the club's overall direction, coordination, operation, and success. The General Manager will ensure the club meets or exceeds financial goals, while providing remarkable leadership in areas of customer service, team member relations, sales, in-center business performance, and member participation.The General Manager will provide daily support their team members and offer ongoing leadership, motivation, and development. They are responsible for casting, coaching, communication, alignment, and holding Department Heads accountable to Chiefs Fit expectations. The General Manager will also act as the club ambassador to provide each member an unforgettable experience.The General Manager must adjust his/her schedule accordingly based on club performance, Department Head staffing, seasonality, and/or physical club issues to ensure the club is meeting Chiefs Fit expectations.ESSENTIAL DUTIES & RESPONSIBILITIES
The General Manager is responsible for managing the team and for financial performance. The General Manager will drive all sales efforts within the club including personal training, recovery services, new member sales, EFT, retail and supplements.
FINANCIAL & CLUB PERFORMANCE
Set monthly, weekly and daily financial goals
Manage membership acquisition and retention, revenue and expenses on a daily basis.
Manage financial budgets with planning, forecasting, and revenue generation from various club departments.
Review daily/weekly financial and club statistics with to identify potential revenue gaps and modify sales execution as necessary
Review monthly reports for club revenue reconciliation, non-revenue departments, member club usage, and companies inside member participation
Execute and coordinate promotions within the club
Drive club efforts in achieving revenue goals in NMS, EFT, retail, personal training and ancillary revenue
Responsible for attainment of department targets (e.g. revenue, member retention)
Responsible for scheduling department heads to meet club needs
Calculate payroll data and manage hours and labor spend
Monitor supplies and expenses for each department
Monthly review and evaluation of Profit and Loss Statement
Responsible for the General Manager Club and Department Head Business Plans
MEMBER AND GUEST EXPERIENCE
Act as "The Head Coach" by greeting members, cultivating relationships, and encouraging connectivity. by promoting an engaging and welcoming environment
Provide exceptional customer service by assisting members with their suggestions and concerns
Perform a daily walkthrough to ensure that all areas of the club are "Like New", clean, and organized.
Demonstrate a positive attitude
Ensure that all club members are delivered a high member service experience
Proactively engage club member base and regularly greet and interact with members
Resolve member concerns and complaints in a professional manner within club parameters
Instill a sense of common responsibility and teamwork across club functions.
TEAM MEMBER EXPERIENCE AND DEVELOPMENT
Maintain a fully engaged and high performing department head team that aligns with company values and goals
Train and coach team members, including conducting planning sessions and performance reviews
Utilize club systems to review, approve and provide recommendations regarding personnel actions including hiring, promotion, discipline and termination
Lead club meetings to review performance and offer direction, motivation and guidance toward achieving individual and company goals
Implement, supervise and direct regular training to ensure all club employees are trained in sales SOPs, and other company policies
Instill a sense of common responsibility and teamwork across club functions to maintain positive member and team member experience
Ensure that all department heads and assistant department heads are 'cross-trained' on the fundamental aspects of each other's positions
Create and conduct team building activities including participation in recognition programs
Ensure Department Heads and team members are providing the highest level of customer service, cleanliness, and financial performance
Facilitate weekly Department Head meetings to communicate and align around the key business objectives, opportunities, and club events
Designate a weekly one on one meeting for each Department Head to ensure Key Performance Indicators (KPI's) are measured and graded and all departments are meeting or exceeding budgetary goals
Authorize all employee status changes, new hires, promotions, and terminations
Develop appropriate succession plans within the club and region
Coordinate disciplinary actions and terminations with HR support
Mediate club employee relations matters for team members
Counsel staff and consult with HR support for additional direction
Prepare and facilitate yearly All Club meetings to review policies and procedures and ensure positive club morale
CLUB OPERATIONS, SALES & PROMOTION
Implement new operational procedures in the club and follow-up with compliance checks by monitoring club systems and team member performance
Ensure that systems procedures are accurately followed: Member check-in, telephone inquiry, guest processing, In Touch management, membership cards, fitness scheduling, etc.
Conduct daily reviews of new member agreements with sales team
Plan and implement promotions and merchandising
Have broad oversight over all elements of the Club events and promotions that drive revenue and contribution margin performance
Continuously promote and participate in community and team events and programs
Promote and use Fit products and services
Serve as the Fit ambassador to the community
QUALIFICATIONS
EDUCATION
Four-year college degree
EXPERIENCE
5+ years’ experience managing 75 plus people in fitness, hospitality, or retail industries
5+ years’ experience managing profit & loss (P&L) statements/revenue/EBITDA budget
Experience in hospitality, fitness, and/or retail industries
Experience providing customer service and dealing with customer concerns
Sales or fitness management experience highly preferred
Track record of success in a performance-driven work culture
Experience interviewing and hiring department managers and front line team members
KNOWLEDGE, SKILLS, ABILITIES AND OTHER CHARACTERISTICS
CPR/First Aid Certification
Excellent supervisory, interpersonal communication, and time management skills
Decision making, problem solving, strategic planning, and data analysis skills
Proven conflict management skills
Knowledge of standard office procedures and computer software
Excellent customer service skills
Ability to build relationships with members
Excellent verbal and written communication skills
Ability to effectively multi-task with tight deadlines both independently and within a team environment
Ability to define problems, collect and analyze data, establish facts, draw valid conclusions and recommend solutions
Ability to effectively build teams
Ability to make decisions easily and quickly
Excellent supervisory, presentation, and time management skills
Knowledge and passion for the health and fitness industry
Knowledge of profit and loss statements, general ledgers and accounting
WORK SCHEDULE
This is a full-time, exempt management position. Your daily schedule will vary throughout the week depending on the needs of the club, the staff, and the members. Your hours should include prime time and should allow you to interact with staff and members throughout the day. Special events, promotions, and other demands will require some early mornings, late nights and weekends.
KEY PERFORMANCE EVALUATION FACTORS
Ability to exemplify and live the company’s core values
Ability to meet department goals
Ability to fulfill essential duties
Contribution and proactive participation as part of the company’s management team