JOB DESCRIPTION
The Operations Manager (OM) ensures that the club delivers the best guest and member experience.
Responsible for communicating and upholding company standards and leading by example for managing a clean, friendly and well-maintained club
Ensure that team members consistently execute the basics in punctuality, dress code friendliness and cleanliness
Major emphasis is to support member retention by advocating for the best member experiences and operational processes in the club
Hires, trains and develops a strong team of Member Services, Rowdy Room and Fuel Zone professionals that delivers on company goals and reflects its values
Responsible for the successful attainment of department targets (e.g. member service, cleanliness, fuel zone revenue, and member retention)
Ensures that the facility is well equipped, and provides a clean and safe environment for both members and employees
ESSENTIAL DUTIES & RESPONSIBILITIES1. Service Management
Ensure that all club members are delivered a high member service experience
Proactively engage club member base, regularly greet and interact with members, respond to member emails and efficiently resolve shift report requests
Resolve member concerns and complaints in a professional manner within club parameters
Monitor club facilities for appearance and equipment and resolve or escalate issues that detract from the member experience
Assist GM in providing direction to third party janitorial service (AOM to manage)
Instill a sense of common responsibility and teamwork across club functions to improve the member and team member experience
Work with GM in planning and implementation of promotions and merchandising
Ensure Kids Zone team members follow all policies and procedures to ensure a safe environment for our member's children
Ensures the proper adult to child ratio is enforced in Kids Zone
Ensure Recovery Center team members follow all policies and procedures
Ensure that team members have completed the appropriate HR training
Implement new operational procedures in the club and follow-up with compliance checks by monitoring club systems and employee performance
Mediate club team member relation matters for all club operations team members
Ensure that systems procedures are accurately followed: proper POS procedure, desk set up, file organization, member check-in, telephone inquiry, guest registration, ups sheet, cash handling, member ID cards, etc.
Maintain an efficient 'back office'. To achieve this objective, the OM will oversee the following activities, which may be primarily be done by an Assistant Operations Manager
Make daily banking deposits
Order and maintain all supplies
Supervise point-of-sales (POS) operations
Maintain a fully engaged and high performing member service team that aligns with company values and goals
Hire (with GM approval) qualified Member Services, Rowdy Room and Fuel Zone staff
Manage Member Services, Kids Zone and Recovery Center staff schedule within budgeted hours submitted to and approved by GM
Train & develop Member Services, Kids Zone and Recovery Center staff member service SOPs and objectives
Conduct monthly meetings with direct reports to review performance and offer direction, motivation and guidance toward achieving individual and company goals. Offer career growth and advancement opportunities
Coach staff under the guidance of the General Manager and consult with the Human Resources for additional direction when necessary
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 operational goals
Ability to fulfill essential duties
Contribution and proactive participation as part of the company’s management team