Operations Manager

Operations Manager20 Brick Bodies Padonia - Timonium, MD 21093OverviewSalary Range $45,000.00 - $50,000.00 Base+Commission/year Position Type Full Time Job Shift Day Travel Percentage Negligible Category ManagementDescriptionPOSITION SUMMARYThe Operation Managers goal is to lead in the companys quest to provide world-class customer service, presenting a positive first impression of the clubs. The OM is a vital connection to our members ensuring our brand promise of Helping Members Feel Comfortable and our core purpose of Changing Peoples Lives. The Operations Manager is responsible for the day to day operations of the club. They are an extension of the General Manager. The primary directive of the Operations Manager is to make sure the club runs smoothly; the club is clean and that Brick Bodies Culture is instilled across all departments. This includes hiring, training and admin for part-time staff, and supervising the service desk. As well as supervising the cleaning crews and/or performing cleaning duties as needed, the maintenance of all equipment, the maintenance of all facilities, including implementation of all company policies and procedures. This is a hands-on position which requires performing simple maintenance tasks. The Operations Manager acts like an assistant coach and makes sure everyone on the team understands their role in retaining members, anticipating the members needs and exceeding their expectations to help create raving fans. In addition, the Operations Manager provides administrative support for the General Manager as needed.KEY RELATIONSHIPSDevelop and maintain excellent working relationships with:All club Team LeadersGeneral ManagersService Desk and Little Bricks Team MembersCompany VendorsKEY ACCOUNTABILITIESMeet or exceed member expectationsAchieve a 90% or higher on White Glove Inspection ReportService Desk and Little Bricks department are within payroll budgetEnsure all on-boarding and company culture is implemented with all staffBuild a team that likes to have fun and create a high energy environmentLEADERSHIP/SUPERVISINGDirectly supervising the service desk including onboarding, training, scheduling, supervising and evaluating staff. This includes daily 10-minute meetings, quarterly staff meetings and quarterly KPI meetingsImplementing company policy as requestedOPERATIONALMaintaining all club and locker room suppliesMaintaining all office suppliesSupervising the pro shop, including inventory of stock each month and staff uniformMaintaining all club bulletin boards, calendars and panelsSupervising the maintenance of all club facilities including HVAC, plumbing, lights, computers, phones, washing machines, driers, furniture and fixtures. This includes coordinating with outside contractors regarding repairs and communicating with Brick Bodies Facilities and Equipment Director as neededSupervising the maintenance of all club equipment in conjunction with the company Facilities and Equipment Director. This includes Cardio TheaterAssisting with open houses, community events and club functions as neededSupervising the cleaning of the club including supervising club subcontractorsCovering the service desk minimum of 2 shifts per week or as needed.Maintaining a Feng Shui environment in the clubMaintaining the grounds when appropriate including the coordination and supervision of subcontractorsHandling member inquiries, suggestions and complaintsWhere applicable, overseeing the maintenance of the club poolPerforming simple maintenance tasks such as changing light bulbs, and plunging toiletsMaking sure the Daily Club Building Inspection Report is done 3x dailyADMINISTRATIVE/BUDGETHandling all banking responsibilities and making all deposits on Mondays, Wednesdays and FridaysPayroll for service desk staff and any other part time staff as neededMaintaining the grounds when appropriate including the coordination and supervision of subcontractorsHandling member inquiries, suggestions and complaintsWhere applicable, overseeing the maintenance of the club poolPerforming simple maintenance tasks such as changing light bulbs, and plunging toiletsMaking sure the Daily Club Building Inspection Report is done 3x dailyVALUESRole model the Brick Bodies Core ValuesLive the BrandBe TenaciousBe a Team PlayerRecognize and celebrate behavior aligned with our valuesLEADERSHIPRecognize and celebrate behavior aligned with our Core Values & Brand Standards (WHIM)Provision of leadership and direction to both the Service Desk and Little Bricks Department- acting as an enthusiastic and motivated role modelTaking full responsibility for the Service Desk and Little Bricks Department to ensure that quality of service is world classQualificationsThree years of experience in health club customer serviceDegree in a health or business related fieldCPR/AED CertifiedLeadership and coaching skillsExcellent communication and interpersonal relationship building skillsTime management and prioritization; ability to establish urgency of tasks and multi-task under pressure