Operations Manager

Operations Manager

The Operations Manager (OM) ensures that the club delivers the best guest and member experience.

Responsibilities include:

• Communicating and upholding company standards and leading by example for managing a clean, friendly, and well-maintained club
• Ensuring that team members consistently execute the basics in punctuality, dress code, friendliness, and cleanliness
• Supporting member retention by advocating for the best member experiences and operational processes in the club
• Hiring, training, and developing a strong team of Member Services, Recovery Lounge, and Fuel Zone professionals that delivers on company goals and reflects its values
• Being responsible for the successful attainment of department targets (e.g. customer service, cleanliness, Fuel Zone (if applicable) and Recovery Lounge revenue, and member retention)
• Ensuring that the facility is well equipped and provides a clean and safe environment for both members and employees

Key responsibilities include:

• Service management
• Ensuring that all club members are delivered a high member service experience
• Proactively engaging club member base, regularly greeting and interacting with members, responding to member emails, and efficiently resolving shift report requests
• Resolving member concerns and complaints in a professional manner within club parameters
• Monitoring club facilities for appearance and equipment and resolving or escalating issues that detract from the member experience
• Assisting General Manager (GM) in providing direction to third party janitorial service
• Instilling a sense of common responsibility and teamwork across club functions to improve the member and team member experience
• Driving club efforts in achieving revenue goals in Fuel Zone (if applicable)
• Driving club efforts in achieving revenue goals in Recovery Lounge
• Working with GM in implementation of promotions and merchandising
• Ensuring that team members have completed the appropriate HR training
• Implementing operational procedures in the club and following up with compliance checks by monitoring club systems and employee performance
• Mediating club team member relation matters for all club operations team members
• Ensuring 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.
• Making daily banking deposits
• Ordering and maintaining all supplies
• Supervising point-of-sales (POS) operations
• Maintaining a fully engaged and high performing member service team that aligns with company values and goals
• Hiring (with GM approval) qualified Member Services, Recovery Lounge and Fuel Zone staff
• Managing Member Services, Recovery Lounge and Fuel Zone staff schedule within budgeted hours submitted to and approved by GM
• Conducting monthly meetings with direct reports to review performance and offer direction, motivation, and guidance toward achieving individual and company goals
• Coaching staff under the guidance of the GM and consulting with the corporate office for additional direction when necessary
• Performing other duties as required. Employee responsibilities are subject to change at any time

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.