The Operations Manager (OM) ensures that the club delivers the best guest and member experience
Responsible for communicating and upholding company standards
Leading by example by delivering outstanding customer service
Communicate all facility and maintenance issues with department heads
Ensure front desk and babysitting staff consistently execute punctuality, dress code, friendliness and cleanliness
Hire, train and develop a strong team of Front Desk, and Babysitting Staff professionals that delivers on company goals and reflects its values
Handle and expedite the resolution of customer service issues
Oversee daily transactions and standard operating procedures
Responsible for ensuring staff opens the club on time
Manage front desk and babysitting schedule and ensuring all shifts are covered
Liaison to Sales and Training process to help club reach and exceed monthly sales revenue goals
Directly report to District Director (DD) /Manager (DM) and indirectly report to Director of Administrative Operations (DAO)
Prepare and manage bi-monthly payroll
Prepare monthly reports for DAO
Brand ambassador for Jersey Strong training programs
Request approval of all hiring, dismissal and discipline of all direct reports from the District Director (DD) /Manager(DM)
Having a full understanding of Jersey Strong back office procedures
Point of contact to the Management Support Specialist
Responsible for ensuring all receipts from Vendors are sent to corporate office
Coordinate the ordering of staff uniforms
Ensure club AED’s are properly functioning and report issues to DD/DM
Manage club emergency/weather related closings, signage and staff communication
Essential Duties & Responsibilities
Service Management
Proactively engage club member base, regularly greet and interact with members and solve customer service issues
Resolve member concerns and complaints in a professional manner within Jersey Strong corporate and club parameters
Monitor club facilities for appearance and resolve or escalate issues that detract from the member experience
Club Administration
Implement new operational procedures in the club and follow-up with compliance checks by monitoring club systems and employee performance
Supervise point-of-sales (POS) operations and file daily and weekly club revenue reports
Responsible for club office supply orders
All Jersey Strong Employees can enjoy a complimentary club membership, extremely discounted employee personal training packages, discounted purchases at The Clothes Line (pro-shop), discounted memberships for friends & family, and of course all the personal benefits that come along with working for a young growth-oriented company that has a friendly, fun, and unique culture.