Operations ManagerThe 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 clubEnsure that team members consistently execute the basics in punctuality, dress code friendliness and cleanlinessMajor emphasis is to support member retention by advocating for the best member experiences and operational processes in the clubWork 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 employeesEssential Duties & Responsibilities:Service ManagementEnsure that all club members receive exceptional member service experienceProactively engage club member base, regularly greet and interact with members, and conduct member satisfaction surveys under company guidelinesResolve member concerns and complaints in a professional manner within Crunch Fitness corporate and club parametersMonitor club facilities for appearance and equipment and resolve or escalate issues that detract from the member experienceInstill a sense of common responsibility and teamwork across club functions to improve the member and team member experienceClub AdministrationDrive club efforts in achieving revenue goals in Retail, Drink and ancillary revenueWork with club manager in planning and implementation of promotions and merchandisingEnsure that retail is optimally merchandised and displayed and that merchandise transfers take place according to company policy and procedureEnsure 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' ClubImplement new operational procedures in the club and follow-up with compliance checks by monitoring club systems and employee performanceMediate club team member relations matters for all club operations team membersEnsure that all systems and standard operating procedures are accurately followedResponsible for proper inventory receiving and inventory control activities per company guidelines. Prepare inventory reportsStaffing and DevelopmentMaintain a fully engaged and high performing member service team that aligns with company values and goalsAssist 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 opportunitiesCoach staff under the guidance of the club manager District Manager and consult with the Human Resources Manager for additional direction when necessaryQualifications:1-2 years as customer service / operationsPreferred: management experience in fitness, retail or hospitality industry leading 3-10 employeesFace-to-face customer service experience.Strong interpersonal and communication skills, including proper telephone etiquettePossesses strong organizational skills to execute and prioritize multiple tasksUnderstands basic record keeping practices and proceduresExperience operating office equipment such as computers, calculators, and photocopiers. Must be computer proficient with basic skills in Word and ExcelCertifications / Educational Requirements:High School diploma or General Educational Development (G.E.D.)Bachelor's Degree preferred but not requiredCardiopulmonary Resuscitation (CPR) and Automated External Defibrillator (AED) certification requiredPhysical Requirements:Ability to work in club office; move about club floors and rooms; review, revise, create club paperwork; communicate with employees, members, and the publicAbility to access and operate Company computer system including prepare documents, enter data into computer system, read reports from a computer data base or email systemWork Environment:While performing the duties of this job, regularly exposed to moving mechanical partsThe noise level in the environment is occasionally loudExtended workdays are a frequent occurrence, as are weekends and holidays as needed to support the businessMust be able to travel by car and airplane up to 10% of the time