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Fitness Operations Manager

2 months ago

Salem, Virginia, United States Planet Fitness Full time
About the Role

The Fitness Operations Manager is a key member of our team, responsible for ensuring an exceptional member experience at our fitness centers. This role assists the club manager in overseeing club operations, team member onboarding, and training. As a Fitness Operations Manager, you will lead the team in completing assigned tasks, model behaviors to provide an outstanding member experience, and coach and inspire others to do the same.

Key Responsibilities
  • Lead team members to complete assigned tasks in a safe and efficient manner.
  • Model the behaviors to provide an outstanding member experience; coach and inspire others to do the same.
  • Assist in resolving employee concerns.
  • Provide backup staffing support as needed.
  • Manage inventory system for cleaning supplies.
  • Order club supplies and retail product.
  • Track KPI to identify areas of strengths and opportunities; game plan with club manager.
  • Support the Club Manager with hiring and onboarding new team members.
  • Assess and assist in emergency situations.
Daily Responsibilities
  • Greet members/guests as they enter and exit the club; assisting them with any questions or concerns as they check in.
  • Help to promote our Judgement Free Zone by connecting with members on the club floor, offering assistance and showing support in their fitness journeys while upholding club policies.
  • Resolve member concerns and escalate to a Manager as needed.
  • Answer phones in a friendly manner and assist callers with their inquiries.
  • Perform membership related functions such as sign-ups, contact/billing information updates, cancellations, collecting unpaid balances and transferring memberships.
  • Perform prospective member calls and tours; assessing their membership needs.
  • Execute retail transactions with accuracy and drive sales goals.
  • Resolve member concerns and escalate to a Manager as needed.
  • Regular, consistent cleaning and sanitizing of all exercise equipment and Black Card spa amenities. This includes communal spaces as well as your assigned area.
  • Ensuring restrooms are clean and sanitized, stocked and clutter free by following the routine cleaning schedule.
  • Frequently perform a comprehensive walk of all club areas; quickly fix any safety/policy issues and address cleanliness concerns.
  • Promptly address maintenance and facility concerns such as broken and/or missing equipment (i.e., Dispensers, leaky faucets, fixtures etc.).
About You
  • 6-12 months of experience in a customer service environment is preferred.
  • Must be 18 years of age or older.
  • Ability to pass a background check.
  • Willing to become CPR/AED Certified (Training provided by Planet Fitness).
  • Basic computer proficiency.