Service Manager

DescriptionThe Plex is your premier destination for family fun, event planning, sports, dining, parties, and more. Our 3 operating businesses (The Plex Athletic Club, Sports, and The Penalty Box Bar and Grill) offers 240,000 square feet of entertainment space under one roof where you will find everything you need for fun, fitness, family activities, food & beverage, parties, and social events. Open 7-days a week, our facility offers an arcade of games, bocce ball, bouncy houses, cornhole, darts, pizza, sushi, tapas, a vast beer wall and so much more.Position SummaryThe Service Manager is responsible for managing Service Desk and overseeing club operations during assigned shifts. This position directs the work of Service Desk employees, makes staffing and service decisions, addresses employee performance and conduct concerns, resolves escalated member issues, and serves as Manager on Duty.The Service Manager customarily and regularly directs the work of at least two full-time employees or their equivalent and exercises independent judgment in assigning work, adjusting staffing, evaluating employee performance, and responding to operational issues. The position also makes recommendations regarding hiring, advancement, promotion, corrective action, and termination.Schedule: Primarily evenings and weekends. The schedule will vary based on business needs and will include regular weekend shifts, holidays, and occasional mornings for meetings, training, or other management responsibilities.Essential ResponsibilitiesLeadership and Employee ManagementManage, coach, and develop the Service Desk team.Direct employee activities and assign daily work responsibilities.Recruit, interview, onboard, and train employees.Make recommendations regarding hiring, advancement, promotion, corrective action, and termination.Evaluate employee performance and provide ongoing coaching and feedback.Address employee attendance, conduct, professionalism, and performance concerns.Hold employees accountable for service, operational, and workplace standards.Build department schedules, approve shift changes, review time-off requests, and adjust staffing based on business needs.Train employees on club policies, procedures, systems, and service expectations.Assess employee training needs and provide additional coaching or retraining.Reinforce hospitality, professionalism, and customer service standards.Conduct regular observations and provide performance feedback.Address performance concerns promptly and consistently.Monitor employee training completion and readiness.Customarily and regularly direct the work of at least two full-time employees or their equivalent.Member ExperienceEstablish and maintain high standards for member and guest service.Ensure members and guests receive professional, responsive, and consistent service.Resolve escalated member concerns promptly and professionally.Exercise judgment when determining appropriate service recovery within established guidelines.Empower employees to resolve routine concerns while ensuring significant issues are escalated appropriately.Support member retention through exceptional service and relationship building.Respond to member feedback, complaints, reviews, and service recovery opportunities.Identify recurring service concerns and recommend improvements.Manager on Duty and Club OperationsServe as Manager on Duty during assigned shifts by:Directing club operations and employees.Making operational decisions within established policies and procedures.Evaluating staffing needs and reassigning employees as needed.Responding to changes in member volume, employee availability, and operational priorities.Monitoring club cleanliness, organization, safety, and overall presentation.Performing regular facility walkthroughs.Assigning and following up on corrective actions.Resolving operational issues and escalated concerns.Responding to emergencies, incidents, and security concerns.Coordinating with other departments when operational support is needed.Completing Manager on Duty reports and required follow-up.Communicating significant incidents, concerns, and recommendations to the General Manager.Service Desk OperationsOversee front desk procedures, workflows, and service standards.Ensure accurate member and guest check-in procedures.Monitor cash-handling practices and daily reconciliations.Review cash discrepancies and initiate appropriate follow-up.Ensure membership paperwork and related documentation are processed accurately.Maintain appropriate retail inventory levels and merchandise presentation.Ensure workspaces, operational supplies, and front desk materials are organized and properly maintained.Monitor compliance with department procedures and recommend process improvements.Address operational deficiencies and assign corrective action as needed.Membership Sales SupportSupport membership sales through club tours and prospect engagement.Direct employees in promoting club memberships, programs, and services.Assist with membership enrollments when operational needs require.Ensure employees are knowledgeable about membership options and club services.Support member retention initiatives and outreach.Identify opportunities to improve member engagement and retention.Coordinate with the membership team regarding member concerns and service needs.Support employee development and advancement opportunities.Safety and Risk ManagementEnsure club safety, security, access-control, and emergency procedures are followed.Direct employee response during emergencies and incidents.Make appropriate decisions to protect members, guests, employees, and club property.Complete and review incident reports for accuracy and completeness.Ensure incidents are reported and escalated appropriately.Monitor member and guest access procedures.Identify unsafe conditions and assign corrective action.Follow up on safety, security, and operational concerns.Support a safe environment for members, guests, and employees.Administrative and Department ManagementReview employee schedules, timecards, payroll information, time-off requests, and staffing adjustments.Maintain employee records and documentation related to attendance, performance, training, and corrective action.Monitor department labor costs, expenses, inventory, and supply usage.Prepare operational reports as requested.Prepare recommendations regarding staffing, employee performance, member service, and department operations.Participate in management meetings.Communicate department priorities and concerns to club leadership.Coordinate effectively with all departments.Implement management decisions and communicate expectations to employees.Perform other management-related duties consistent with the responsibilities of the position.QualificationsMinimum of two years of leadership, supervisory, or management experience.Experience directing employees, assigning work, and addressing employee performance.Customer service leadership experience preferred.Fitness, hospitality, retail, recreation, or service-industry experience strongly preferred.Excellent communication, leadership, coaching, and conflict-resolution skills.Strong organizational and time-management skills.Ability to exercise independent judgment and make sound operational and staffing decisions.Ability to manage multiple priorities in a fast-paced environment.Ability to handle sensitive employee and member concerns professionally and confidentially.Proficiency with Microsoft Office.Ability to learn scheduling, payroll, club-management, and point-of-sale systems.Ability to work evenings, weekends, holidays, and varying schedules based on business needs.Supervisory ResponsibilitiesThe Service Manager directly supervises the Service Desk team and customarily and regularly directs the work of at least two full-time employees or their equivalent.The position assigns and reviews work, adjusts staffing, coaches employees, evaluates performance, addresses attendance and conduct concerns, and makes recommendations regarding hiring, advancement, promotion, corrective action, and termination. These recommendations are expected to be given appropriate consideration by club management.Physical and Work RequirementsAbility to regularly move throughout the club and conduct facility walkthroughs.Ability to stand, walk, sit, communicate, and use office and point-of-sale equipment for extended periods.Ability to occasionally lift or move items associated with department operations.Ability to respond promptly to emergencies and operational concerns throughout the facility.Ability to work in a fast-paced environment with frequent interaction with employees, members, and guests. #J-18808-Ljbffr