Fitness Club Operations Manager

At New York Sports Clubs, we are seeking a highly motivated and experienced Assistant General Manager to join our team. As a key member of our management team, you will be responsible for ensuring the efficient and effective operation of our club, with a focus on driving net revenue gain through net membership gain, steady increase of average dues, and ancillary growth.

• Performance Management
  • Hold yourself and your team accountable to high standards of operational excellence.
  • Support team development through coaching in the moment opportunities to provide helpful guidance and feedback in order to drive profitability through sales and key performance indicators.
  • Assist in the assessment of employee performance and provide ongoing and constructive feedback in a timely manner, focusing on internal development.
  • Ability to have courageous conversations while handling the discipline of employees as needed and in accordance with company policy.
  • Develop and establish rapport with fellow employees utilizing a situational leadership mentality.
• Sales Analysis and Results
  • Support the GM in achieving club revenue plans, including EBITDA, net member gain, and net electronic funds transfer (EFT), through reviewing operational reports and records, and monitoring club profitability.
  • Work with GM to review and analyze club sales on a daily/weekly/monthly basis. Use data to project sales, determine profitability, and set revenue/retention goals.
  • In partnership with the GM, assess new business opportunities utilizing reports and other Company provided resources to execute a successful business strategy.
  • Evaluate market trends and partner with GM to strategize and implement innovations that improve sales, productivity, and profit.
• Employee Recruitment and Development
  • Own the recruitment, training, and development of qualified club personnel to a standard of excellence in conjunction with the GM, by utilizing the resources provided by NYSC (i.e., NYSC-U ClubConnect, etc.).
  • Onboard new employees utilizing proper immersion plans to ensure clear expectations while setting them up for success.
  • Create an open environment where employees are empowered to ask questions and continue to progress along their Learning Journey.
  • Identify opportunities for improvement through implementing trainings, strategies, policies, goals, and other resources to maximize productivity and morale.
  • Set direct and clear SMART goals for self and team.
  • Support the GM with sourcing, interviewing, and qualifying applicants in a timely manner leveraging UKG Ready and internal/external resources available.
• Leadership
  • Continuously model and promote the NYSC mission and values with pride and integrity.
  • Promote the creation of a results-driven culture by setting clear expectations, holding employees accountable, and setting goals that focus on key drivers for success.
  • Lead by example, always approaching your work with our core values and the mentality of a service-based leader.
  • Be a hands-on manager by spending time on the floor interacting in a positive and engaging fashion with employees, members, and guests.
  • Exhibit the ability to inspire cooperation, mold opinion, and influence behavior by utilizing a business acumen mentality.
• Club Operations
  • Confirm that Member Experience Walkthroughs (MEW) and Figure 8's are completed daily to ensure all customer-facing issues are dealt with in a timely basis.
  • Review and adhere to all NYSC documents including but not limited to policies and procedures, employee handbook, state supplement, codes of conduct, etc.
  • Schedule and direct regular meetings and events to share information, set and review goals, increase morale, and review business processes in absence of the GM.
  • Inspect clubs to ensure that adequate security exists and that physical facilities comply with safety and environmental codes and ordinances.
  • Partner with GM to resolve any incidents as needed.
  • Support the GM to increase sales/KPIs and minimize operating expenses by driving all revenue departments, staffing support, expense control, facility management, and customer service.
  • Drive membership sales to exceed last year's results and achieve targets.
  • Maintain an acute awareness for all loss prevention matters (i.e., emergency doors locked, alarms functional).
  • Foster outreach activities to enhance community involvement.
  • Ensure a consistently clean club and a friendly/inviting customer experience.
  • Perform all basic system transactions pertaining to member enrollment/retention/cancellations.
  • Organize and supervise the work and schedules of the club team in absence of GM.
  • Ensure a 24/7/365 clean and presentable club and a friendly/inviting customer experience.
• Customer Service
  • Support the development of a customer service culture and mindset to achieve an exceptional customer experience.
  • Promote, maintain, and protect the customer experience by empowering employees to create an excellent customer service experience.
• Communication
  • Maintain open and effective communication with employees, supervisors, and peers by communicating and explaining new directives, policies, and/or procedures.
  • Professionally collaborate with, and communicate all information to, club team and corporate personnel, as well as members and guests, through all permissible media (i.e., e-mail, telephone, social media).
• Product Knowledge
  • Maintain knowledge of market, competition, best practices, and trends in sales techniques and strategies.
  • Maintain an active lifestyle and passion for fitness.
  • Educate club team on the principles of the brand by being a brand ambassador and ensuring brand consistency.
• Problem Solving
  • Work with the GM to resolve issues that affect the service, efficiency, and productivity of the club.
  • Resolve customer complaints by providing customer service-focused solutions to members in a timely manner.
  • Partner with management team to identify and remove barriers to driving results.
  • Effectively manage conflict, appropriately escalating and de-escalating as necessary to provide win-win solutions for both employees and members/guests.
  Requirements
  • Excellent business acumen skills (i.e., supervisory, leadership, analytical, decision-making, problem-solving).
  • A sense of urgency regarding customer service and sales results, with proven negotiation skills.
  • Superior managerial, communication, and interpersonal skills, with an emphasis in English.
  • Highly organized with a detail-orientation and proven follow-up skills.
  • Ability to work independently, prioritize responsibilities and multi-task with an appropriate level of urgency.
  • Demonstrated competence in the implementation of business strategies, using sound business judgment and innovative solutions, taking into consideration both the business, employees, and member/guest needs.
  • Excellent math skills to conduct data analysis and analyze Profit and Loss statements.
  • Thorough understanding of the company's products and services, and those of immediate competitors in the surrounding market.
  Education and Experience
  • 2-3 years of management/supervisory experience in a fitness, hospitality, or retail environment, including direct experience in profit and loss management, revenue generation, staffing/recruiting, and employee onboarding/retention/development.
  • Bachelor's degree in business, sales, marketing, finance, or a related field preferred, but not necessary.
  • Comfortable leading outreach and referral activities that will generate leads, contacts, and appointments.
  • Successful track record of working in a team-oriented environment.
  • Ability to handle challenging member issues with patience, tact, and the utmost professionalism.
  • Child & Adult AED/CPR certified.
  • Prior experience with a CRM, LMS, UKG Ready, and Microsoft Office is a plus.
  Physical Requirements
  • Prolonged periods of sitting at a desk and working on a computer.
  • Physical demands include ability to lift up to 20 pounds with or without reasonable accommodations, walk through all areas of the club, climbing stairs (where applicable), and bending and lifting (e.g., picking up towels, restacking weights, moving equipment as needed).
  Scheduling Requirements
  • Employees are required to work the last day of the month. NYSC does not authorize vacation time in January.
  • Ability to work days, nights, holidays, and weekends according to the needs of the business.
  • This position has a rotating schedule with opening and closing hours, weekday and weekend shifts and is subject to change based on the needs of the business.