Assistant Operations Manager

Assistant Operations ManagerThe Assistant Operations Manager is responsible for assisting and directing members/guests, monitoring incoming inquiries and ensuring proper check in procedures are followed. Actively engaging club member base, regularly greet and interact with members, and conduct member satisfaction surveys. The AOM is also responsible for the dues growth of the club by helping to maintain a friendly, customer service environment and achieving dues results each month.Essential Duties & Responsibilities:Resolve member concerns and complaints in a professional manner within UFC Gym corporate and club parametersMonitor club facilities for appearance and equipment and resolve or escalate issues that detract from the member experienceAssist in providing direction to janitorial serviceInstill a sense of common responsibility and teamwork across club functions to improve the member and team member experienceEnsure all front desk, kids club and Armbar adhere to policies and proceduresDrive club efforts in achieving revenue goals in Dues, Retail, and Juice Bar and ancillary revenueResponsible for bill collecting on members EFT dues as well as making phone calls for past due members and members with invalid credit cardsWork with OM in planning and implementation of promotions and merchandisingEnsure that retail is optimally merchandised and displayed and that merchandise transfers take place according to company policy and procedureFollow-up with compliance checks by monitoring club systems and employee performanceEnsure that systems procedures are accurately followed: proper POS procedure, desk set up, File Organization, Member Check-in, Class Check-in, Telephone Inquiry, Guest Registration, Cash Handling, Member ID CardsMaintain an efficient 'back office'Review agreements and prepare daily paperwork for forwarding to agreement administration and cash controlMake daily banking deposits Monday - FridayOrder and maintain all suppliesSupervise point-of-sales (POS) operations and file daily and weekly club revenue reportsResponsible for proper inventory receiving and inventory control activities per company guidelines. Prepare inventory reportsCustomer Service:Greet all incoming members and guestsEnsure Guest Fitness Profiles are completed and appropriate fees are collectedAnswer all incoming inquiries and obtain appropriate information to direct/transfer calls/guests.Handle member service issues to include: Personal Training, guest, Lost and Found items, new membership cards, change of address, EFT setup or change, and questions regarding billings and payments.Record lost and found items on the Lost and Found Property Log and secure items per policyEnsure required forms are available, and completed and processed properly (e.g. Kid's Club, Group X Reservation sheets, etc.Promote and sell merchandiseAssists in the planning and implementation of promotions and merchandising.Keep front desk area and lobby clutter free, and orderlyPerform general cleaning duties to include hourly locker room checksEnsure all team members are in proper uniformOrganization Relationships:The Assistance Operations Manager will report directly to the Operations Manager and/or General Manager. AOM will communicate and enforce all Policy and Procedures with the Operations Team. Duties require interaction with all club members and employees.Required Qualifications:1) Knowledge, skills & abilities:Must be energetic and possess a very friendly, outgoing personality and positive attitudePossess strong interpersonal and communication skills, including telephone etiquettePossess a strong customer service focusUnderstands and follows oral and written instructions.Able to multi-task and perform tasks with accuracy and attention to detailMust be a team player and possess a can-do attitudeAdhere to meal and rest break periods and must clock in and out for all shift times2) Minimum certifications/educational level:· High school diploma or GED required. · Current CPR/AED certificationState certification (see state specific requirements)· Must complete Kid's Club Attendant training prior to working alone in Kid's Club3) Minimum experience:· Must have 2+ years customer service experience in health club, retail, hospitality or food service industryExperience with multiple phone lines preferredBasic computer skills4) Physical Requirements:Required to stand, reach with hands and arms, stoop, kneel, crouch, or crawlOccasionally lift and/or move up to 25 poundsAbility to stand and remain on your feet for a full shiftCompensation: $14.00 per hour