Club Operations Manager

2 days ago

Cincinnati, Ohio, United States Planet Fitness - Midwest Management Group Full time
Job Overview

The Club Operations Manager is responsible for overseeing the day-to-day operations of the club, ensuring that all performance and objectives are met to provide a Judgement Free member experience. This role assists in the hiring, firing, and training process for all employees and leads the team in a positive, motivational manner with a focus on employee development.

Key Responsibilities
  • Assist in creating staffing schedules to ensure all shifts are covered.
  • Lead by example and maintain consistent accountability for direct reports by training and coaching staff members to provide exceptional customer service.
  • Lead a team through systems and operations to achieve common goals.
  • Assist in preparation of all HR-related forms in a timely manner.
  • Work with the Club Manager to resolve employee issues or concerns in a professional manner.
  • Assist in disciplinary/termination activities.
  • Provide backup support for any employee who is absent.
  • Uphold the integrity and security of staff files and sensitive company documents.
  • Be a brand ambassador by leading a Judgement Free lifestyle.
  • Responsible for assisting the Club Manager in the training and development of staff, including providing day-to-day coaching of all staff.
  • Assist in pre-screening, hiring, firing, onboarding, and recruiting.
Customer Service and Front Desk Activities
  • Greet members and guests, providing exceptional customer service in a way that makes members feel comfortable and welcomed.
  • Answer phones in a friendly manner and professionally assist callers.
  • Give tours, sign up new members, log amenities, and communicate updates and events to members and guests.
  • Respond to members' questions and concerns in a timely and professional manner.
  • Conduct beverage or merchandise purchases on the POS systems.
  • Assist in emergency medical situations.
  • Uphold rules and policies in the facility.
  • Detail tanning beds/acrylics/vents on a weekly basis.
  • Count and track inventory on a weekly basis.
  • Run all necessary reports on a daily basis.
  • Lead by example and maintain consistent accountability.
  • Communicate effectively and clearly between all staff members.
Member Accounts
  • Utilize Datatrak to assist with updating barcodes, change of address, and billing or payment questions.
  • Properly submit refund proposals.
  • Create new memberships.
  • Uphold integrity and security with member documents and sensitive information at all times.
Club Cleanliness and Maintenance
  • Keep the front desk area and lobby clean and orderly.
  • Regular facility cleaning and upkeep.
  • Regular cleaning of equipment and tanning units.
  • Ensure restrooms are clean, stocked, and clutter-free by creating and following a routine cleaning schedule.
  • Accurate completion of daily and weekly cleaning responsibilities.
  • Oversee the safety of employees, members, and club. Report repairs to the Director of Operations as well as assigned maintenance technician in a timely manner.
Miscellaneous
  • Oversee the ordering of club supplies using a specific budget based on club requirements.
  • Track key performance indicators such as guest counts, cancels, and info calls.
  • Manage marketing efforts by ensuring that staff is aware and trained on all marketing promotions.
  • Assist in the completion of recorded info call inspections.
  • Actively participate in growth and development opportunities.
  • Successfully partner with team members and senior leadership.
Qualifications and Skills
  • One year of customer service experience is preferred.
  • High school diploma/GED equivalent required.
  • Must be 18 years or older.
  • CPR certification required.
  • Superior problem-solving skills.
  • Exceptional leadership and diplomacy skills.
  • Be a representative of the core values of PFMW at all times by upholding the beliefs of respect, passion, family, teamwork, fun, trust, and loyalty.
  • Must be willing to occasionally travel for training and to support other locations.
  • This position may require overtime, weekends, evenings, and holidays. Must be flexible.

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