Operations Manager

4 weeks ago

Orange Park, United States Crunch Fitness - Northeast Florida Full time
Job DescriptionJob DescriptionThe Operations Manager (OM) will assist with the delivery of an amazing Crunch Member Experience, through a successful operation of the front desk and related departments. S/he will exhibit an ability to achieve the financial targets for the club as outlined in the annual/monthly budget by motivating, leading, supervising and coordinating the activities of employees engaged in servicing our member needs. S/he will demonstrate an aptitude of all company-wide policies and initiatives to ensure integrity of the Crunch Brand.

Reports to: General Manager

Requirements:
  • Fitness management experience preferred
  • Current CPR Certification required
Responsibilities:


Administration/Organization
  • Demonstrate a working knowledge of all standard operating procedures and policies that pertain to the club.
  • Communicate and implement club policies and procedures to employees.
  • Recruit and hire the highest possible caliber of staff.
Operations
  • Promote a professional and welcoming atmosphere that enhances the quality of service and care offered to the members.
  • Serves as the lead customer service contact for members at the front desk
  • Demonstrate a working knowledge of all standard club operating procedures and policies
  • Communicate and interpret club policies and procedures to members and employees
  • Resolve member complaints in an expeditious and tactful manner following club procedure and documentation
  • Assist in the staffing, training, and performance management of Front Desk employees
  • Promote a professional and welcoming atmosphere that enhances the quality of service and care offered to the members
  • Ensure the club meets standards for cleanliness, maintenance, safety, and security
Sales/Revenue Management
  • Support company programs and promotions to help generate new sales leads for optimum new membership growth
  • Lead and train staff on all club level sales activities including telephone inquiries, guest registrations, Digital Tool Kit club tours and membership enrollments
  • Ensure that the staff has a high level of knowledge about the clubs promotions, programs, facilities, classes, and equipment
  • Achieve desired revenue goals through leadership and motivation of employees
  • Ensure that all promotions are effectively communicated to the team and all other appropriate staff
Leadership
  • Provide an inspirational environment that welcomes honest feedback from employees and takes action to ensure a quality, working environment
  • Promote a professional and welcoming atmosphere that enhances the quality of service and care offered to the members
  • Support personnel related problems or difficulties by following club procedure and documentation
  • Encourage staff to work as a team and be productive
  • Illustrate an ability to make decisions
  • Recruit and hire the highest possible caliber of staff
  • Serve as a role model for employees
Accountabilities
  • Implement and support company programs and promotion to help generate new sales leads for optimum new membership growth
  • Oversees expense goals by managing payroll and general and administrative expenses
  • Ensure that the clubs meet Crunch standards for cleanliness, maintenance, safety, security, and physical plant operations
  • Keep current in knowledge of key competitors
  • Conduct frequent facility walkthroughs
Measurement Standards
  • Achievement of key performance indicators set on a monthly/annual basis
  • Successful management of all financial budgetary goals
  • Net Promoter Scores and Social Media Feedback Scores
  • Membership retention
  • Follow all policies and procedures
Special Skills:
  • Excellent written and verbal communication
  • Strong leadership skills
  • Strong administrative skills
  • Strong customer service skills
  • Bilingual a major bonus

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