General Manager

Job Type


Full-time

Description

JOB SUMMARY:


The General Manager is responsible for providing leadership for all the operations of the club. In this role, the General Manager has full responsibility for their club and runs it like a business owner - constantly seeking ways to improve revenue and eliminate unnecessary expenses. The General Manager works directly with the Area Manager or Director of Operations to deliver the business brand, member experience and business goals through the following areas:

DUTIES AND RESPONSIBILITIES - WHAT YOU WILL DO:

Drive Business Results

• Delivers EBITDA results by growing Total Revenue (Dues, PT, Retail, Ancillary) and responsibly controlling costs (Payroll, Supplies, Repair and Maintenance).
• Reviews Daily KPIs and identify trends, areas of success, and opportunities to improve.
• Actively participates in and delivers club's New Member Sales (NMU, New Dues and EFT) goals.
• Direct and supervise team to ensure guests are prioritized and given every opportunity to become a member.
• Ensures successful execution of marketing programs at the club level to generate retention and conversion.
• Increases Net Memberships through achieving goals, improving retention, and driving ancillary programs & revenue.
• Understands and manages business metrics and uses current reports (e.g. Daily KPIs, MAUI, etc.) to drive the business.
• Decreases unnecessary and controllable expenses. Working within established budgets and identifying areas where we can be more efficient.
• Advises Area Manager/Director of Operations on any changes within the market of the club and existing or incoming competition.

Deliver the Member Experience

• Understands the members in the club, identifies their needs, and works with Support Center team to ensure we are on target with initiatives that impact them.
• Ability to run a club that provides a welcoming, engaging, intuitive, and motivating experience.
• Maintains a safe, clean, well-run club.
• Proactively interacts with members to gather feedback and ensures club team is delivering on our Service Promise.
• Works alongside staff to complete tasks through leading by example to improve our member experience.
• Consistently uses key systems for scheduling, ordering, etc. (including Paylocity, Happy Fox, Order.co, Open Wrench, etc.).
• Actively manages key areas such as mitigating overtime, addressing timekeeping issues (missed punches, meal and rest breaks, etc.), facilities requests, etc.
• Consistently manages a range of amenities (pools, kids club, etc.).
• Works with the Club Technician to problem solve on facility concerns, completion of preventive maintenance on facility amenities and equipment, and maintaining Member Experience standards & safety.
• Monitors and reviews Listen 360, online reviews, surveys, and social platform results to identify opportunities for improvement or where to praise for delivering on-target results.

Operational Excellence

• Leads and manages all Club Operations including but not limited to: scheduling, facilities, cost management, safety and compliance.
• Assists in compliance with Risk Management provided policies and regulations to remain in compliance with OSHA regulations.
• Full understanding of expectations and responsibilities of all roles within the clubs.
• Continuous development of the club team to ensure that we have the right team in place to deliver upon our brand mission.
• Conduct regular walk-throughs of all areas of the club to ensure that we are delivering the experience we want for our Members and Team Members.
• Works with Club Custodial Team and Club Technician to complete daily walk throughs and safety reviews to address outlining issues in a timely manner, escalating to support teams as necessary.
• Works with Club Technician and Area Manager / Area Facility Manager on vendor bid/approval process, repairs, and maintenance cost management.
• Participates in new initiatives rolled out to the field and provides feedback on effectiveness and/or opportunities to improve.
• Partners with Training & Development when additional training or support is needed to ensure operational excellence, proper processes, and team member confidence.

Leadership and Team Development

• Successfully develops teams across all departments to ensure all team members are meeting expectations and developing in their roles to improve the retention of our team members.
• Responsible for hiring and onboarding of talent.
• Ability to successfully identify, assess, and hire candidates for different roles.
• Responsibility of holding team accountable to brand standards.
• Leads team and provides clear and regular communication of club and company priorities.
• Ensures team members complete all required training.
• Ability to successfully partner with different cross functional teams within the company.
• Partners with club team, support leaders, and Area Manager / Director of Operations to identify future leaders within the club team.
• Provides ongoing performance management focused on team development and coaching corrective behavior and actively participates and delivers the annual Performance Review Process.
• Partners with Area Manager / Director of Operations to build Business Acumen of club team and support leaders with monthly review of Monthly Manager's Report (MMR) to develop future "4-Wall Operators."

Revised 05.01.2026

Requirements

REQUIREMENTS AND QUALIFICATIONS - WHO YOU ARE:

• High School Diploma or GED
• College degree in business, retail or hospitality desired
• Desired knowledge, experience, and understanding of Fitness including equipment, personal training, and group fitness
• 2-3 years of experience as an Assistant General Manager, Operations Manager or Sales Manager, preferably within the Fitness Industry or similar Retail or Hospitality experience
• 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
• Strong operations experience and operations leadership skills with proven success in developing and promoting teams
• Must demonstrate professionalism, cooperation, and ability to work well with all parties
• Must be available to work a flexible schedule, including evenings, weekends, and holidays, based on business needs
• Ability to travel occasionally for company meetings and based on business needs
• Ability to relocate for establishing new markets and professional growth opportunities
• Bilingual skills a plus
• CPR/AED certification required within first 30 days of hire
• Must be Trustline registered; the Company will facilitate this certification upon acceptance of offer of employment
• Alcohol/Food certification as required at applicable locations
• Attend and participate in required meetings and trainings as needed

PERKS AT IN-SHAPE:

• Free health club membership
• Casual work environment
• Discount on all retail items
• 401(K) savings plan
• Medical, dental, vision, and additional benefit plans available
• Professional growth and development opportunities

WORK ENVIRONMENT/PHYSICAL DEMANDS:


While performing the duties of this job, the team member is frequently required to walk, stand, and move throughout club facilities and outdoor areas for up to 8 hours per day, and may also sit for extended periods for planning and administrative work. Team members may be exposed to cleaning chemicals, pool chemicals, dust, noise, temperature fluctuations (hot and cold environments), and airborne particles, and will be required to wear designated personal protective equipment (PPE) as directed.

Team members are frequently required to use hands and fingers to handle, feel, grip, and operate tools and equipment; reach, push, and pull with arms and hands; occasional climb, balance, stoop, kneel, crouch, or crawl, and to bend and twist, including side-to-side movements. The team member may be required to lift, carry, or move up to 25 pounds, will often be required to lift, carry, or move 26-50 pounds.

PRIVACY STATEMENT:


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Salary Description


$72,500 - $80,000 per year; + bonus potential