Future Opening: Operations Manager

Operations Manager

The Operations Manager (OM) ensures that our clubs deliver the best guest and member experience.

• Responsible for communicating and upholding company standards and leading by example for delivering the Crunch Fitness "NO JUDGMENTS" philosophy and delivering what our members want most; clean clubs, friendly helpful team members and a highly maintained club
• Ensure that team members consistently execute the basics in punctuality, dress code friendliness and cleanliness
• Major emphasis is to support member retention by advocating for the best member experiences and operational processes in the club
• Work closely with club manager to hire, train and develop a strong team of Member Service Representatives, Kids' Club professionals and Porters that deliver on company goals and reflects our "NO JUDGMENTS" philosophy.
• Responsible for the successful attainment of department targets (e.g. member service, cleanliness, revenue, and retention)
• Work closely with club manager to ensure that the facility is well equipped, and provides a clean and safe environment for both members and employees

Essential Duties & Responsibilities:

• Service Management
• Ensure that all club members receive exceptional member service 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 Crunch Fitness corporate and club parameters
• Monitor club facilities for appearance and equipment and resolve or escalate issues that detract from the member experience
• Instill a sense of common responsibility and teamwork across club functions to improve the member and team member experience
• Club Administration
• Drive club efforts in achieving revenue goals in Retail, Drink and ancillary revenue
• Work with club manager in planning and implementation of promotions and merchandising
• Ensure that retail is optimally merchandised and displayed and that merchandise transfers take place according to company policy and procedure
• Ensure Kids' Club team members follow all policies and procedures to ensure a safe environment for our member's children (if club has Kids Club)
• Ensures the proper adult to child ratio is enforced in Kids' Club at all times (if club has Kids Club)
• Ensure that only team members who have completed the appropriate training work in Kids' Club
• Implement new operational procedures in the club and follow-up with compliance checks by monitoring club systems and employee performance
• Mediate club team member relations matters for all club operations team members
• Ensure that all systems and standard operating procedures are accurately followed
• Responsible for proper inventory receiving and inventory control activities per company guidelines. Prepare inventory reports
• Staffing and Development
• Maintain a fully engaged and high performing member service team that aligns with company values and goals
• Assist club manager to train & develop Front Desk, Kid's Club staff.
• Conduct meetings with direct reports to review performance and offer direction, motivation and guidance toward achieving individual and company goals. Offer career growth and advancement opportunities
• Coach staff under the guidance of the club manager District Manager and consult with the Human Resources Manager for additional direction when necessary

Qualifications:

• 1-2 years as customer service / operations
• Preferred: management experience in fitness, retail or hospitality industry leading 3-10 employees
• Face-to-face customer service experience.
• Strong interpersonal and communication skills, including proper telephone etiquette
• Possesses strong organizational skills to execute and prioritize multiple tasks
• Understands basic record keeping practices and procedures
• Experience operating office equipment such as computers, calculators, and photocopiers. Must be computer proficient with basic skills in Word and Excel

Certifications / Educational Requirements:

• High School diploma or General Educational Development (G.E.D.)
• Bachelor's Degree preferred but not required
• Cardiopulmonary Resuscitation (CPR) and Automated External Defibrillator (AED) certification required

Physical Requirements:

• Ability to work in club office; move about club floors and rooms; review, revise, create club paperwork; communicate with employees, members, and the public
• Ability to access and operate Company computer system including prepare documents, enter data into computer system, read reports from a computer data base or email system

Work Environment:

• While performing the duties of this job, regularly exposed to moving mechanical parts
• The noise level in the environment is occasionally loud
• Extended workdays are a frequent occurrence, as are weekends and holidays as needed to support the business
• Must be able to travel by car and airplane up to 10% of the time