Operations Associate

GENERAL SUMMARY

The Bay Club Operations Associate is an exciting opportunity to gain experience across multiple areas of Club operations while creating memorable experiences for members and guests every day. It's more than a support role; Associates contribute to the overall success of the Club by supporting hospitality, fitness, facility operations, and member services. This role provides a unique opportunity to explore different departments, build valuable skills, and discover potential career paths within the organization. This role is ideal for individuals who enjoy variety, thrive in a fast-paced environment, and are excited to develop new skills while building a foundation for future advancement. Bay Club Associates are expected to deliver outstanding service, uphold safety and cleanliness standards, support daily Club operations, and bring a positive, energetic, and professional attitude to every interaction.

Our Culture

Our unique culture is at the heart of all we do and is guided by our values and behaviors. It's what we expect of ourselves and each other every day. We call it our "Code of Culture".

Our Code of Culture includes Our Mantra, Our Actions We Live By, and Pete's Promise:

Our Mantra:

Respect The Past

Accept Responsibility

Pay it Forward

Our Actions We Live By:

Actions We Live By . It's who we are when we step into our full power.

Keep It Real. Always. We need open and honest discussions. We need courage to speak up and to call things out that aren't good enough. And we navigate tough conversations with empathy and grace.

Think Ahead. Be An Owner . Always be proactive, not reactive; be on the front foot. If we want to be an owner of this business, we must act like it!

Stay Humble. Hustle Harder. Show up and do the hard work. Be a gritty, roll-up-your-sleeves kind of crew. Know it's never about one person--we are a part of a powerful team.

One Team. One Voice. Be ONE united team. When we move in the same direction, there are no limits to what we can accomplish.

Be Curious. Ask Why . Stay member curious. We seek to understand, and we never settle. We ask questions to truly understand the core of a matter.

Pete's Promise:

Service Forward

Ruthlessly Consistent

Do the Right Thing

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

PRIMARY JOB FUNCTIONS

Club Cleanliness & Housekeeping

• Maintain cleanliness and appearance standards throughout assigned Club areas, including fitness spaces, locker rooms, lobby, reception desks, pool areas, restrooms, and common areas.
• Perform detail cleaning and preventive maintenance activities.
• Restock supplies, amenities, janitorial products, and inventory items.
• Assist with laundry operations, including collecting, washing, drying, and folding towels.
• Maintain a clean, safe, and organized work environment.
• Identify and communicate maintenance and cleanliness issues requiring further attention.

Customer Service & Member Experience

• Greet members and guests upon arrival and throughout the Club.
• Check members and guests into the Club and applicable activity areas.
• Ensure guest registration requirements and applicable fees are completed.
• Book appointments, programs, services, and class reservations.
• Provide information regarding Club amenities, programming, events, and services.
• Deliver exceptional service experiences to members, guests, and fellow Associates.
• Build positive relationships with members and guests through proactive engagement and responsiveness.
• Represent the Club professionally through image, communication, follow-through, and responsiveness.
• Assist in generating membership and program leads by identifying prospective member interest.

Reception & Operational Support

• Answer and transfer incoming phone calls.
• Assist with property tours and membership sales as needed.
• Operate point-of-sale systems and cash registers.
• Process payments and member account charges.
• Complete opening and closing duties for assigned operational areas.
• Support Club events, programs, and special activities.
• Assist in operational coverage across departments as business needs require.

Fitness Operations

• Provide general supervision of fitness and recovery areas.
• Ensure fitness and recovery spaces are clean, safe, organized, and operating according to Club policies and procedures.
• When appropriate, instruct members on the proper and safe use of fitness equipment.
• Monitor fitness floor conditions and report equipment issues or safety concerns.
• Ensure equipment, accessories, and recovery amenities are properly organized and maintained.
• Monitor music, televisions, and overall environmental conditions within fitness areas.
• Maintain exceptional member service standards within fitness facilities.
• Support fitness programs, events, and departmental initiatives as assigned.

Pool Deck & Hospitality Support (If Applicable)

• Welcome members and guests to the pool and recreation areas.
• Assist with seating, amenities, and event support.
• Maintain refreshment stations and towel operations.
• Assist with setup, breakdown, and cleanliness of designated areas.

Communication & Teamwork

• Communicate timely and effectively with managers, team members, and members.
• Follow up on assigned tasks and member requests.
• Participate actively in required meetings, events, trainings, and development opportunities.
• Collaborate across departments to ensure operational excellence and a seamless member experience.
• Perform other related duties as assigned by management.

Other Job Functions

• Work a flexible schedule that may include mornings, evenings, weekends, and holidays.
• Provide support across multiple departments based on Club operational needs and business demands.

MINIMUM QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each primary job function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Skills & Knowledge

• Knowledge of company policies, procedures, and service standards.
• Strong customer service and hospitality orientation.
• Ability to communicate effectively both verbally and in writing.
• Ability to utilize Club software systems, point-of-sale systems, and Microsoft Office applications.
• Knowledge of safe operation and basic functionality of fitness equipment and recovery-area amenities.
• Ability to identify and address cleanliness, safety, and member service concerns proactively.
• Strong organizational skills, attention to detail, and problem-solving ability.
• Ability to work independently and collaboratively within a team environment.

Experience & Education

• One or more years of experience in hospitality, health club operations, fitness, housekeeping, recreation, customer service, or related industries preferred.
• Professional, friendly demeanor with strong customer service skills.
• Strong verbal communication and conflict resolution skills.
• Self-motivated, dependable, and able to anticipate member and operational needs.
• Current CPR/AED certification or ability to obtain within 30 days of employment.

WORKING CONDITIONS/ PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• This position deals with internal and external personnel such as senior management, associates, and accounts payable related vendors on a regular basis with contact in various forms such as in person, phone and email.
• The location of the position is indoors, and extreme environmental conditions do not exist.
• It is sometimes necessary to deal with unpleasant or angry people with the need to problem solve difficult situations.
• It is necessary to adapt to a fast-paced environment.
• Sitting and standing is as needed.
• Requires occasional physical exertion such as bending, twisting, sitting, stooping, and use of hands and fingers.
• It is sometimes necessary for the position to travel independently to property locations, though not on a regular basis.

JOB DESCRIPTION REVISION
This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with this job. While this job description is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change. This job description replaces all previous descriptions for this position.

An Equal Opportunity Employer
The Bay Club Company ("TBCC") provides equal employment opportunities without regard to race (and all traits historically associated with race, including but not limited to, hair texture and protective hairstyles), color, religion, creed (including, but not limited to, religious dress and grooming practices), sex (including pregnancy, childbirth or related medical conditions, and breastfeeding, and other related medical conditions), sexual orientation and identity, gender, gender identity, gender expression, actual or perceived national origin/ancestry, accent or ability to speak English, age, disability, marital/familial status, source of income, veteran status, citizenship status, political activities or affiliations, medical condition, genetic information, persons with AIDS or AIDS-related condition, or persons who are victims of domestic violence.