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Fitness Studio General Sales Manager
2 months ago
GM In Studio Work Hours: Monday – Thursday: 11am - 8pm (1 hour lunch with associate covering in the afternoon) Friday: 9am – 6pm (1 hour lunch with associate covering)
Initial and Required Training & Certifications:
- Complete all assigned HOTWORX® University Online required courses for the level of employment. Courses must be taken once annually and may be assigned as refreshers over the course of the year.
- Complete any newly introduced HOTWORX® University Online courses as they are available.
- Complete any additional regional training seminars as they are scheduled and made available.
- Complete on-site training, including sales training, studio operations, equipment maintenance, product training, and all other applicable on-site applications.
- Subscribe to the CEO weekly blog on HOTWORX.net, read weekly, and put into practice. Ensure that all staff members do the same. Encourage customers to subscribe to the blog as well.
- Complete any assigned webinar and/or phone conference sessions and be prepared to take any quizzes or tests to ensure material is retained.
- Attend in full and participate in the annual convention. Overnight travel may be required up to 4 days.
- Maintain CPR, AED, First aid active certification at all times.
- Additional training requirements may be required at any time.
Basic Duties & Responsibilities:
- Complete a minimum schedule of 40 hours per week which must be accounted for via a time card or tracking system.
- Arrive early, 15 minutes is recommended before all scheduled work shifts, outside promotions, corporate sales appointments, and employee educational/training sessions. *Corporate locations are required to join daily 10:30 morning huddle video calls.
- Consistently maintain a professional appearance by adhering to the HOTWORX® Uniform Policy & Code of Conduct. While on the clock or attending any official studio functions, all staff must wear officially branded tops with official name badges at a minimum. No exceptions are allowed.
- GM must facilitate all weekly and/or monthly staff meetings & training sessions as outlined by owners.
- Always strive for only 5-star online ratings for Yelp, Facebook, Google, and other listing sites 5 stars happen when the studio maintains a culture of supreme customer service and hospitality Turn negative reviews into 5 stars by contacting the customer and going above and beyond to solve their grievances The customer studio experience will always reign supreme. Franchises with the highest level of EFT membership revenues are always the locations with the highest levels of customer service. Whether they are technically wrong or right, the customer is always heard first and then their problem is solved immediately by the studio staff. All staff members should be empowered to give up to $25 worth of free merchandise or session value to solve a problem on the spot without GM approval. The studio must NEVER argue with a customer.
- Maintain accurate member and employee records by following suggested filing guidelines. Routine updating and maintenance is vital. All records must be scanned if not digital already.
Employee Management Responsibilities:
- Actively recruit & interview for staff and other necessary positions per franchisee criteria. Schedule a minimum of 1 group interview per month. When there is a vacant position or need to upgrade staff, schedule consistent weekly interviews.
- Adhere to strict hiring processes, including, but not limited to requiring resume submissions, providing a pre-employment package to prospective employees, executing initial interviews, 2nd interviews, and final group interviews, as well as assigning projects to the prospective new employee as part of the interview process.
- Train all Trainer/Sales Associates according to HOTWORX® training material and programs. Ensure all employees are fulfilling the required training and certifications as outlined in their job descriptions.
- Track all new and existing employees training criteria to ensure all are up to date with HOTWORX UNIVERSITY online courses, webinars and other training applications.
- Create and maintain a monthly Studio Schedule using a shared Google calendar at least one week prior to the beginning of each month to include all training objectives, staff meetings, marketing and outside or inside promotion initiatives as well as equipment maintenance events.
- Set, communicate, and monitor individual sales goals for all employees on a monthly, weekly, and daily basis using measurement tools provided by HF and HOTWORX POS software. GM should communicate results and action plans clearly and often to staff and Corporate Multi-Unit Manager as requested.
- Hold all employees accountable for executing sales prospecting responsibilities and non-negotiable marketing. Monitor efforts and document them in prospecting logs and on provided operational checklists.
- Monitor the closing percentage and percent to the goal of all employees and discuss action plans to continuously improve performance using Individual Development Plans at least once per month. All staff should be aware daily of their closing percentages and where they stand with respect to personal and team monthly goals
- Provide creative ideas to keep the employees motivated and focused on meeting and exceeding goals. All incentives must be discussed with and approved by the Franchisee.
- Develop agendas for all employee meetings and training sessions and include ownership in review of the agenda ahead of time
- Complete a Performance Evaluation on all employees after the first 30 and then 90 days of employment. Perform quarterly and then annual evaluations after 90 days of employment.
- Attend regularly scheduled meetings with the Franchisee prior to weekly staff meetings to collaborate on agendas and discussion topics.
Studio Equipment & Product Maintenance Responsibilities:
- Maintain the highest standards of cleanliness throughout the studio including the lobby area, saunas, functional training area, restrooms, and any other areas to ensure superior customer service and sanitation expectations are exceeded.
- Enforce all daily, weekly, and monthly maintenance requirements with responsible employees or hired service providers.
- Schedule monthly studio equipment maintenance and cleaning sessions to maintain sanitation standards and ensure that the studio equipment is always fully operational.
- Ensure timely equipment repairs by reporting all repair or part replacement requests through the proper vendor contacts immediately upon equipment failure; confirm the order with the Corporate Multi Unit Manager.
- Always place a professional sign on the equipment, printed, not handwritten that states, “Sorry for the inconvenience, this equipment is under repair”, and ensure that it is repaired ASAP
- Strictly complete and follow all daily, quarterly, and annual sauna safety protocol checklists.
- Count manually inventory to enter into the monthly inventory report for end-of-month reviews. Inventory must be
- Maintain accurate product inventory per the minimum standards & rotate merchandise on display shelves every month to enhance the presentation of retail products.
- Counted monthly on the 31st to get the monthly ending inventory. Once any necessary on-hand adjustments are made in the POS, provide opening inventory to the Corporate Multi Unit Manager. Order new retail inventory EVERY Monday without fail to ensure that stock levels remain healthy.
- Maintain accurate inventory reports in software at all times, make orders on Mondays and spot-check weekly. Monthly reports of shortages must be reported to the Corporate Multi Unit Manager and must be recorded to reflect an accurate balance sheet and other accounting reports. This is due monthly by the 1st of each month.
Register Functions & Membership Billing Responsibilities:
- Ensure all employees are practicing proper data entry for all guests, members, and clients always. No commissions can be paid if there is inaccurate member data and/or insufficient banking and credit card information at the point of sale and/or on the membership agreement.
- Confirm all daily revenue (including cash, checks, and credit cards) is accounted for to prevent theft and ensure that nightly EOM reports are always accurate.
- Perform daily bank deposit processes once all revenue is properly accounted for as outlined by the Corporate Multi Unit Manager. Report all shortages or overages to the franchisee.
- Perform monthly EFT billing duties, by the 1st of each month. These duties include but are not limited to processing credit card and check drafts, cancellation and freeze requests, following up on billing inquiries, delinquent accounts, etc.
- Exercise proper collections methods including calling delinquent members, mailing and/or emailing notices, and using register functions to track efforts and to notate delinquent accounts.
- Maintain accurate collections documentation/records and communicate outstanding payments to Corporate Multi Unit Manager.
- Abide by all budgets.
- Review override reports to ensure all employees are exercising proper caution when servicing members and selling products.
Sales Management Responsibilities & Minimum Performance Expectations:
- Daily social media posts to FEED & multi-story segments. TikTok & Instagram posting platforms.
- Submit required EOD (end of day) stats to Franchisee nightly including full analysis of the daily production by email. This brief email should provide a summary of the day why the studio accomplished the daily goals or why daily goals were not met and what the plan is for the next day. For weekend production, GM must provide the analysis emailed report on Monday morning first thing. Up and down the Organizational Chart, or “Chain of Command”, if you will, the studio must promote a culture of accountability. As the GM, you must always remember to regularly INSPECT WHAT YOU EXPECT. Always (not just some of the time) hold the team accountable to goals that have been agreed upon.
- Review Studio Prospecting/Client tracking logs daily to ensure proper exercise of prospecting duties. This includes new member follow-up, new guest tracking, etc.
- Utilize all HOTWORX® marketing tools simultaneously and consistently to maximize traffic. Personal Minimum Prospecting Requirements are as follows:
- Ensure the following prospecting tasks are being accomplished by the entire staff:
- 500 outreach pieces are distributed monthly.
- An average of 3 guest passes given to in each in studio guest & referral program maintained.
- 4 outside promotions are executed each month
- 1 Corporate Account presentation is executed each month
- 15 total Lead Boxes are active monthly and checked weekly
- 12 RED Appointments Scheduled per day
- Weekly Thank you cards
- Do what is reasonably necessary to ensure that the studio and each employee achieve all daily, weekly, and monthly performance goals.
- Perform any other duties assigned by the Franchisee.
If you are a dynamic individual with a passion for fitness and leadership, we invite you to apply for the Fitness Manager position with us.
