Assistant General Manager

Description

JOB SUMMARY:

The Assistant General Manager (AGM) is primarily responsible for running the club during times when the General Manager is not on duty/shift. They possess the skill to lead, support, and achieve results through their club team. The AGM is to promote the brand by engaging and motivating club guests and prospects to join the club, use the club, and remain a member. They assist members in achieving their health and fitness goals making every member’s day better. The AGM ensures that our members and team members are provided with an environment that is clean, safe, and enjoyable. This role is part of the club Leadership team and focuses on the success and profitability of the club through leadership and member service that achieves positive member and employee retention, drives sales efforts and controls operating expenses.

DUTIES AND RESPONSIBILITIES – WHAT YOU WILL DO:

Drive Business Results:

• Achieve daily, weekly, and monthly lead conversion rates and new member retention goals for their club
• Manages retail inventory to attain goals and profitability. Teaches suggestive selling techniques and monitor sales achievements. Ensures inventory records are maintained and shortages properly recorded. Works closely with the Director of Retail and Revenue Development on meeting inventory standards
• Partners with General Manager and/or Area Manager to support membership sales growth.
• Works with Welcome Desk Team to ensure they have all necessary tools and resources, per company policy
• Works closely with the General Manager and/or Area Manager to manage club financial performance. Follow proper procedures for recording and reporting sales, labor and expenses. Reviews the P&L and MMR with the General Manager and/or Area Manager monthly. Helps identify positive trends and areas of opportunity. Works with the General Manager and/or Area Manager on action plans for improvement

Deliver the Member Experience:

• Assists in running a club that delivers on a welcoming, engaging, intuitive, and motivating experience
• Maintains a safe, clean, well maintained club utilizing company tools and resources (e.g. Job Cards)
• Proactively interacts with members to gather feedback and ensure club team is delivering on our member experience
• Works alongside Club Technician & Club Custodial Team to complete tasks through leading by example to improve our member experience
• Sets the example for how team members make every member’s day better Operational Excellence:
• Leads by example by working alongside team to complete tasks to improve our member experience
• Works with Team Lead/s and General Manager on Human Resources and Payroll related requirements for all paperwork for new hires, payroll, time off requests, audits of employee time records, terminations, and all other team member matters in a timely manner
• Manages supplies inventory to ensure the Club maintains proper stock levels to deliver an excellent member experience while managing expense and limiting overstock
• Follows up on team member or member injury/accident incidents by investigating incident, completing forms and documenting information, follow-up on safety area, and reporting all facts to Risk Management
• Regularly walk-throughs of all areas of the club to ensure that we are delivering and maintaining our Member Experience standards & safety
• Reviews Listen 360 and other club Social Media results to identify opportunities for improvement or where to praise for delivering on-target results
• Inspects equipment daily for preventative maintenance or repairs.

Leadership and Development of Operations Team:

• Trains staff on operational functions of the Club
• Understands the complete operation of all departments and is able to assist or give direction when necessary in the absence of the General Manager and/or Area Manager
• Provides leadership and direction to club staff
• Assists in recruiting, selecting, training, and evaluating the staff Welcome Desk, Custodial, Sales, Fitness, and Kids Zone/Kids Club teams. At the direction of the General Manager and/or Area Manager, assists with the hiring and training of other departments. Ensures all employees complete required training in the prescribed timeframes and follows up to ensure training is properly recorded
• Provides coaching or corrective action as needed to ensure performance expectations are met and members properly serviced. Prepares documentation to support corrective action. Develops coaching skills of team leaders
• Actively participates in the Performance Review Process for direct reports
• Resolve concerns/problems ensuring our members needs are met and company guidelines are followed
• Analyze, interpret, and follow company policies (written, oral, diagram and or schedule form) to ensure safety of our club and team members
• Flexible/positive attitude in meeting and exceeding our members expectations

Revised 10.01.2023

Requirements

REQUIREMENTS AND QUALIFICATIONS – WHO YOU ARE:

• High School Diploma or GED required
• 1-2 years management experience highly desired
• Desired knowledge, experience, and understanding of Fitness including equipment, personal training, and group fitness
• Strong service orientation and desire to deliver an outstanding member experience
• Strong oral and written communication skills, with the ability to work professionally and effectively with people at all levels of the organization with physical locations spread throughout the portfolio
• Work quality must be highly accurate, timely, and in accordance with company policy and procedures with a high regard and propensity for safety
• Excellent task completion and follow-through skills and ability to maintain focus in a sometimes hectic and evolving environment
• Must demonstrate professionalism, cooperation, and ability to work well with all parties
• Ability to travel occasionally for company meetings and based on business needs
• Willing and able to work a flexible shift: evenings, weekends, and holidays
• Bilingual skills a plus
• CPR/AED certification required within first 30 days of hire
• Alcohol/Food certification as required at applicable locations.
• Attend and participate in required meetings and trainings as needed

TEAM PERKS:

• Free health club membership
• Casual work environment
• Discount on in club retail items and any current vendor partner offerings (NASM, etc)
• Opportunity for growth; professional development

WORK ENVIRONMENT/PHYSICAL DEMANDS:

While performing the duties of this job, the employee is frequently required to walk and stand up to 8 hours/day and/or sitting for extended period of time. Employees may be exposed to cleaning chemicals or airborne particles and will be required to wear designated PPE (Personal Protective Equipment) as directed. Employees are occasionally required to use hands and fingers for handle or feel; occasional reach, push and pulling with arms and hands; occasional climb, balance, stoop, kneel, crouch or crawl; and occasional reach and twist, including side-to-side movements. The employee may be required to occasionally lift, carry or move up to 25 pounds and may seldom be required to lift, carry or move 26-50 pounds.

PRIVACY STATEMENT:

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