Operations Support Supervisor

2 weeks ago

Mililani Town, Hawaii, United States UFC Gym Full time

GENERAL OVERVIEW:

The Operations Support Supervisor plays a vital role in assisting and guiding members and guests, overseeing incoming inquiries, and ensuring adherence to proper check-in protocols.

This position involves actively engaging with the club's member community, consistently greeting and interacting with members, and conducting satisfaction assessments, as the individual is a direct representation of the Operations Manager.

The Operations Support Supervisor is also tasked with fostering dues growth for the club by maintaining a welcoming, customer-centric atmosphere and achieving monthly dues targets.


KEY RESPONSIBILITIES:
Address member concerns and complaints professionally, within the guidelines set by UFC Gym corporate and club standards.
Monitor the club's facilities for cleanliness and equipment functionality, resolving or escalating issues that may negatively impact the member experience.
Assist in providing guidance to cleaning services.
Encourage a culture of shared responsibility and teamwork across club functions to enhance both member and team member experiences.
Ensure compliance with policies and procedures across front desk operations, kids club, and Armbar.
Drive club initiatives to meet revenue objectives in Dues, Retail, Juice Bar, and additional revenue streams.
Manage the collection of dues from members, including follow-up calls for overdue accounts and those with invalid payment methods.
Collaborate with the Operations Manager in strategizing and executing promotions and merchandising.
Ensure optimal merchandising and display of retail products, adhering to company policies for merchandise transfers.
Conduct compliance checks by monitoring club systems and employee performance.
Guarantee accurate adherence to operational procedures: proper POS operations, desk organization, member check-in, class registration, telephone inquiries, guest registration, cash handling, and member ID verification.
Maintain an efficient administrative environment.
Review agreements and prepare daily documentation for submission to agreement administration and cash control.
Make daily banking deposits from Monday to Friday.
Order and manage inventory supplies.
Supervise point-of-sale (POS) operations and compile daily and weekly revenue reports.
Oversee inventory receiving and control activities in accordance with company guidelines, preparing inventory reports.

CLIENT SERVICE:
Welcome all incoming members and guests.
Ensure that Guest Fitness Profiles are completed and appropriate fees are collected.
Handle all incoming inquiries, directing or transferring calls and guests as necessary.

Address member service issues, including personal training inquiries, guest services, lost and found items, new membership cards, address changes, EFT setup or modifications, and billing questions.

Document lost and found items in the Lost and Found Property Log and secure items according to policy.
Ensure that required forms are accessible, completed, and processed correctly (e.g., Kid's Club, Group X Reservation sheets, etc.).
Promote and sell merchandise.
Assist in the planning and execution of promotions and merchandising.
Maintain a clutter-free and organized front desk and lobby area.
Perform general cleaning duties, including hourly locker room inspections.
Ensure all team members are dressed in appropriate uniforms.

ORGANIZATIONAL RELATIONSHIPS:
The Operations Support Supervisor will report directly to the Operations Manager and/or General Manager. This role requires communication and enforcement of all policies and procedures within the Operations Team, necessitating interaction with all club members and employees.

QUALIFICATIONS:

Knowledge, Skills & Abilities:
Must exhibit high energy levels and possess a friendly, outgoing personality with a positive demeanor.
Demonstrate strong interpersonal and communication skills, including telephone etiquette.
Maintain a strong focus on customer service.
Ability to understand and follow both oral and written instructions.
Adept at multitasking while maintaining accuracy and attention to detail.
Must be a collaborative team player with a proactive attitude.
Adhere to designated meal and rest periods, ensuring proper clocking in and out for all shifts.

Minimum Certifications/Educational Level:
High school diploma or GED is required.
Current CPR/AED certification.
State certification (refer to state-specific requirements).
Completion of Kid's Club Attendant training is required prior to working independently in the Kid's Club.

Minimum Experience:
At least 2 years of customer service experience in health clubs, retail, hospitality, or food service industries.
Experience managing multiple phone lines is preferred.
Basic computer proficiency is required.

Physical Requirements:
Must be able to stand, reach with hands and arms, stoop, kneel, crouch, or crawl.
Occasionally lift and/or move up to 25 pounds.
Ability to remain on your feet for an entire shift.


This position description aims to outline the general nature and level of work performed by individuals assigned to this role.

It is not intended to encompass all duties and responsibilities. The order of listed duties and responsibilities is not significant.

This franchise operates independently and is managed by a franchisee.

Your application will be directed to the franchisee, and all hiring decisions will be made by the management of this franchise.

All inquiries regarding employment at this franchise should be directed to the franchise location, not to UFC Gym.

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