Operations Manager

6 days ago

Glendale, California, United States Gold's Gym International, Inc. Full time
About the Role

We are seeking a highly skilled and experienced Customer Service Director to join our team at Gold's Gym International, Inc. as a key member of our operations team.

Key Responsibilities
  • Management/Leadership Duties:
    • Manage the Operations team to ensure that all policies and procedures are followed at all times.
    • Hire, train, and supervise operations team members for the front desk, Kids Club, and Housekeeping Associates.
    • Serve as Liaison with Corporate Customer Care Department to assist the General Manager with member and/or operational issues.
    • Responsible for the control of cash deposits with GM sign-off, ensuring daily deposits are made on time.
    • Serve as Liaison with the cleaning team daily to ensure proper levels of cleanliness are maintained at all times, including daily management of the cleaning checklists.
    • Work in cooperation with the GM to manage and process cancellations, following procedures in place to retain members.
    • Assist the GM with management of Medallia to ensure all member concerns are addressed in a timely manner.
    • Assist the GM with bi-weekly payroll to ensure all missed punches are corrected and submitted on time, with payroll signed off by the indicated deadline.
    • Ensure that project/department milestones/goals are met and adhere to approved budgets.
    • Enforce all club rules, policies, and promote proper execution of all procedures.
    • Keep the club fully staffed through review of applications, interviewing, and making hiring recommendations to the General Manager.
    • Manage membership questions, concerns, and inquiries for their facility.
    • Develop and monitor monthly, quarterly, and annual metrics, including employee retention and satisfaction.
    • Train staff to be the face of the club by providing hospitality to all members and guests.
    • Lead by example to provide a clean, friendly, top-of-the-line club for our members.
    • Manage employee performance by coaching and creating a healthy, positive working environment.
    • Conduct weekly meetings with direct reports to review performance and offer direction, inspiration, and guidance toward achieving individual and club goals.
  • Operations Support:
    • Ensure that all front desk systems are followed, including proper Member Check-In, Telephone Inquiry, Guest Registration, Cash Handling, Replacement of Member ID Card, Delinquent Account Procedures, Account Change requests, travel/guest passes.
    • Direct and control all gym walk-thrus.
    • Communicate with the GM regarding ways to improve front desk operations.
    • Responsible for communicating and following cash management procedures.
    • Manage the retail sales procedures for the gym.
  • Must-Haves:
    • Ability to use sound business judgment and have strong analytical skills.
    • Ability to effectively communicate with constituents.
    • Effective listening skills.
    • Effective delegation and follow-up skills.
    • Effective planning and organization skills.
    • Demonstrates ability to create a positive environment.
    • Demonstrates willingness and openness for self-development.
    • Ability to identify and use resources to improve overall operations.
    • Strong leadership qualities coupled with excellent motivational, communication, and team-building skills.
    • College degree preferred.
    • Current CPR Certification is required.

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