General Manager

General Manager

Under the supervision of senior leadership, the General Manager (GM) leads and manages the member service functions within the club to provide the best guest and member experience, and team member environment. The GM recruits, hires, trains, and develops a diverse, high performance management team and prides leadership and direction to ensure the team achieves goals in a way that reflects the company values. The GM creates club strategy, execution of company initiatives, including responsibility for communicating and upholding company policies, standards and delivering on our commitment to a clean, friendly, and well-maintained club.

Key responsibilities include:

• Management of club team and financial performance
• Drive all sales efforts within the club including personal training, recovery services, new member sales, EFT, retail, and supplements

To achieve this objective the GM will:

• Set monthly, weekly and daily financial goals
• Review daily/weekly financial and club statistics to identify potential revenue gaps and modify sales execution as necessary
• Execute and coordinate promotions within the club
• Drive club efforts in achieving revenue goals in NMS, EFT, retail, personal training and ancillary revenue
• Responsible for attainment of department targets (e.g. revenue, member retention)
• Responsible for scheduling department heads to meet club needs
• Manage hours and labor spend

Member and guest experience:

• Proactively engage club member base, regularly greet, and interact with members, and conduct member satisfaction surveys under company guidelines.
• Resolve member concerns and complaints in a professional manner within club parameters
• Instill a sense of common responsibility and teamwork across club functions

Staffing and development:

• Maintain a fully engaged and high performing department head team that aligns with company values and goals
• Train and coach team members, including conducting planning sessions and performance reviews. Review, approve and provide recommendations regarding personnel actions including hiring, promotion, discipline, and termination
• Lead club meetings to review performance and offer direction, motivation, and guidance toward achieving individual and company goals
• Implement, supervise, and direct regular training to ensure all club employees are trained in sales SOPs, and other company policies
• Instill a sense of common responsibility and teamwork across club functions to maintain positive member and team member experience. Ensure that all department heads and assistant department heads are 'cross-trained' on the fundamental aspects of each other's positions
• Create and conduct team building activities including participation in recognition programs

Club administration and general:

• Implement promotions and merchandising
• Follow-up with compliance checks by monitoring club systems and team member performance
• Ensure that systems procedures are accurately followed: Member check-in, telephone inquiry, guest processing, In Touch management, membership cards, fitness scheduling, etc
• Daily reviews of new member agreements with sales team

Team member experience:

• Utilize club systems to select, interview, and hire
• Train & develop department heads according to SOPs and objectives
• Conduct weekly (or as-needed) meetings with direct reports to review performance and offer guidance toward achieving individual and company goals. Offer career growth and advancement opportunities
• Mediate club employee relations matters for team members
• Counsel staff and consult with corporate support for additional direction

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.