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Studio Operations Manager

2 months ago

New York, New York, United States Barry's Full time
Job Description

Job Title: Studio Operations Manager

Job Summary:

Barry's is seeking a highly motivated and experienced Studio Operations Manager to join our team. As a key member of our operations team, you will be responsible for ensuring the smooth day-to-day operations of our fitness studios, providing exceptional customer service, and driving business growth.

Key Responsibilities:

  • Studio Operations:
    • Work collaboratively with our operations leadership team to foster and preserve our corporate mission, vision, and values.
    • Maintain a 40-hour per week working presence in the studio, showcasing best-in-class skills while there.
    • Lead the studio team in knowledge and motivation to drive class, fuel bar, and retail sales that exceed all studio goals and targets.
    • Serve as the leader on duty, overseeing seamless class check-ins, opening and closing the studio in accordance with all policies and procedures, and overseeing studio staff on duty.
    • Partner with the General Manager to analyze key business performance indicators (paid attendance, first timers, utilization, conversion, and labor) and bring any insights or suggestions to regional leadership on a weekly and monthly basis.
    • Participate in monthly studio business unit meetings, reviewing P&L and opportunities to drive incremental business performance.
    • Support the General Manager to conduct regular brand audits of all studio spaces and manage projects to ensure facilities are clean and updated, working with local and corporate leadership on quick execution of facilities initiatives and repairs.
    • Provide operational support to the General Manager as required by business need, assisting with studio accounting, timecards, inventory, ordering, and scheduling needs.
  • Team Management:
    • Foster the creation of a supportive and inclusive environment to ensure a positive and engaging experience for all team members and clients.
    • Assist the General Manager in hiring, coaching, onboarding, and developing a service-minded and high-performing team; while creating a talent bench.
    • Supervise studio team members on shift, aiding with, as well as coaching and mentoring to deliver on the client experience.
    • Drive teamwork, collaboration, and cohesion among all studio staff to consistently, efficiently, and effectively meet day-to-day operational needs.
      • Support a performance culture of ownership, continuous improvement, and goal achievement.
      • Work alongside team members in all departments to provide hands-on coaching, training, and development.
    • Operate autonomously in the spirit of the Barry's code of conduct in the absence of the General Manager, adhering to all P&C policies, procedures, and guidelines.
  • Hospitality Management:
    • Partner with the General Manager to oversee the implementation and execution of all hospitality processes, ensuring all team members have been consistently trained and their skills are continuously developed.
    • Train and provide ongoing development to team members in service of ensuring a consistent client experience and upholding our mission, vision, values, and hospitality standards.
    • Oversee milestone, loyalty, and surprise and delight program implementation and execution in the studio, celebrating special events with regularity, in accordance with guidelines to drive community and retention.
    • Manage studio systems:
      • Zendesk
      • Brandbot
    • Ensure all client matters are properly and swiftly resolved or escalated, and ensure consistent and adequate follow-through to all client inquiries.
  • Community Marketing and Business Development:
    • Drive business through clienteling, sourcing new customers, and fostering ongoing productive relationships with customers.
    • Build and foster strong, meaningful relationships with the studio team and client community, proactively identifying opportunities to show recognition or gratitude, enhance engagement, and/or address conflicts.
    • Partner with the General Manager and marketing leadership to localize and implement national campaigns and initiatives.
    • Oversee and report on the impact of the community-building budget.

Requirements:

  • 1-3 years of fitness management or relevant related experience (hospitality, retail, food/beverage, etc.).
  • Bachelor's degree or equivalent experience.
  • Availability for full-time work during non-traditional hours, including early mornings, late evenings, weekends, and holidays.
  • Ability to train, lead, motivate, and delegate to a team of employees.
  • Ability to handle multiple projects in a fast-paced environment and in a time-sensitive environment.
  • Ability to work cooperatively and effectively with different personality types as well as other departments, vendors, and clients.
  • Exceptional written and oral communication, organization, and time management skills.
  • Detail-oriented mindset, with an eye for customer satisfaction.
  • Proven dependability and reliability.
  • Friendly, outgoing personality and can-do, optimistic attitude.
  • Professional in appearance and behavior at all times.
  • Enthusiasm for the Barry's brand.
  • Ability to kneel, bend, reach, climb, and stand for long durations of time.
  • Ability to move and lift equipment and supplies of 30+ pounds.