JOB TITLE: Operations Manager
COMPANY: Chiefs Fit
DIRECTLY REPORTS TO: General Manager
DEPARTMENT: Management Team
POSITION OVERVIEW 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
Ensures 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, Recovery Lounge, and Fuel Zone professionals that delivers on company goals and reflects its values
Responsible for the successful attainment of department targets (e.g. customer service, cleanliness, Fuel Zone (if applicable) and Recovery Lounge revenue, and member retention)
Ensures that the facility is well equipped and provides a clean and safe environment for both members and employees
KEY RESPONSIBILITES
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 General Manager (GM) in providing direction to third party janitorial service
Instill a sense of common responsibility and teamwork across club functions to improve the member and team member experience
Drive club efforts in achieving revenue goals in Fuel Zone (if applicable)
Drive club efforts in achieving revenue goals in Recovery Lounge
Work with GM in implementation of promotions and merchandising
Ensure that team members have completed the appropriate HR training
Implement 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.
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, Recovery Lounge and Fuel Zone staff
Manage Member Services, Recovery Lounge and Fuel Zone staff schedule within budgeted hours submitted to and approved by GM
Conduct monthly meetings with direct reports to review performance and offer direction, motivation, and guidance toward achieving individual and company goals
Coach staff under the guidance of the GM and consult with the corporate office for additional direction when necessary
Perform other duties as required. Employee responsibilities are subject to change at any time
WORK SCHEDULE This is a full-time 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.
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.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.