Assistant Manager

Assistant Manager

The Assistant Manager is responsible for maintaining a consistent member service philosophy within the Athletic Club to ensure quality service, overall operations, and appropriate facility standards according to the Athletic Club expectations. Primarily responsible for taking care of all prospective and current club members and promptly responding to club needs. This position is a part of our Member Services team, reporting to the Member Services Manager.

Responsibilities

Building Operations

• Ensure that all entities of the Athletic Club are operating in accordance with member/guest expectations.
• Cross train in all areas of the facility to gain knowledge and understanding of each entity and their relation to the total operation. The Assistant Manager must be prepared to assist any department within the facility, including fitness floor coverage as needed or directed.
• Enforce club rules and guidelines, taking appropriate action where indicated and reporting any problems to the appropriate Manager or Director.
• Inventory all cash totals daily.
• Respond and react to any emergency. Use of incident reports appropriately.
• At MVP Sports Clubs facilities with an Aquatics department, trained on MVP's Basic Water Rescue Training to relieve lifeguards for short breaks, and in the event of a major water emergency, be the back-up responder to assist the lifeguards on duty. If short staffing requires it, assist with supervision and surveillance of the shallow water Aquatics areas.
• Assist in training of new hires within the Members Services Department.

Member Relations

• Establish relationships with members/guests as well as act as a resource and contact for members/guests, and requesting feedback about our current programs, classes, and operations.
• Handle all member/guest concerns, questions, and comments with a focus on retention and maintaining a high level of customer satisfaction.
• Take prospective members on facility tours.
• Responsible for membership sales functions including but not limited to: membership pricing, new membership sign ups, account questions, billing and refund issues, as well as cancellation or freeze inquiries.

Other

• Attend and participate in regular Service Game training sessions as directed by supervisor.
• Maintain a neat and professional personal appearance, by wearing the MVP Sports Clubs uniform (see uniform matrix) and name badge.
• Assist with general building operational tasks as needed.
• All current Assistant Manager responsibilities are still an expectation of the role.
• The Membership Sales Manager and Member Services Manager will work together to create a schedule each month for the AMs with a goal of spreading out the coverage of the sales-focused AM's, so that they are all not working all the same shifts. This allows for more effective coverage from the group daily so that there is as much coverage as possible.
• Assisting the Membership Sales Manager with:
  • Scheduling and conducting tours.
  • Updating talk tracks on VFP (as needed, instructed by the membership sales manager).
  • Quality assurance regarding other team members of the AM team who are also conducting tours as needed by the membership sales manager.
  • Attending a weekly meeting with the membership sales manager to be up to speed on all sales-related items/topics and club sales objectives.
  • Be the source of truth for sales-related topics that the membership sales manager is responsible for, specifically while the membership sales manager is not in the building.

Requirements

• Bachelor's degree in a related field is strongly preferred.
• A minimum of 2 years of experience in a high-volume customer service industry. Customer service skills to handle challenging situations.
• Required to complete the Aquatics Skills Preparedness Course to provide coverage for lifeguards during short breaks.
• First Aid/CPR Training. In the event a team member is hired without CPR or First certifications, they will be required to attend MVP Sports Clubs' in-house training to obtain this.
• Modified MVP Basic Water Rescue Training (to be completed after hire).
• Strong communication, leadership, and organizational skills.
• Must be able to work club opening and closing shifts, weekends, and holidays when needed.
• Ability to handle multiple tasks and functions while maintaining a low personal stress level.
• Physical Requirements: Bend, stoop, crouch, climb, stand, sit and turn/pivot; Lift/lower, push, pull and carry up to 40 lbs; perform office tasks using simple hand grasping, fine hand manipulation and reach associated with assigned tasks such as paperwork, typing, and/or word processing, filing, calculating and use of the telephone; See, hear, and speak with sufficient capability to perform assigned tasks and maintain proper job safety conditions.