General Manager

ROLES AND RESPONSIBILITIES

The General Manager is responsible for ensuring an efficient and effective operation with a focus on driving net revenue gain through net membership gain, steady increase of average dues, and ancillary growth. The General Manager will manage all profit and loss statements and make decisions that will positively impact the business. The General Manager will report to the Regional Leader and will regularly receive guidance and direction from the Regional Fitness Director. The General Manager will directly manage the development of all other club managers, a team of sales professionals, and any other employees in the club who do not report to another manager. Below is a list of responsibilities that identify success in the role as a General Manager, additional duties may be assigned.

PERFORMANCE MANAGEMENT

• Hold yourself and your team accountable to high standards of operational excellence.
• Assess club team member performance and provide situational leadership with ongoing and constructive feedback/development in order to drive profitability through service, sales, and key performance indicators.
• Willingness to have courageous conversations with team members and effectively handle disciplinary measures as needed in accordance with company policy.
• Lead the creation of a results-driven culture by setting clear expectations, holding employees accountable, and setting goals that focus on key drivers for success.
• Exhibit the ability to lead and inspire cooperation, mold opinion, and influence behavior by utilizing a business acumen mentality.
• Set direct and clear SMART goals for self and team.
• Schedule and direct regular meetings and events to share information, set and review goals, increase morale, and review business processes.
• Ensure company quantitative and qualitative metrics, guidelines, and standards are measured for efficiency and effectiveness; provide coaching to course correct behaviors, hold self and other accountable and adjust business plans as needed.

SALES ANALYSIS AND RESULTS

• Achieve monthly and annual membership/fitness financial goals by strategically planning weekly activities in alignment with department objectives and initiatives including New Sales, Net Gain Goals, Cancellation Targets, Active Client Penetration, and Fitness Orientation appointment booking and conversion.
• Review and analyze club revenue and sales goals (Membership/Fitness); use data to project sales, determine profitability, and set/adjust targets as needed.
• Proactively address business trends utilizing reports and other Company provided resources to execute a successful business strategy.
• Evaluate market trends and partner with senior management and the fitness team to strategize and implement innovations that improve sales, productivity, and profit.

FINANCIAL MANAGEMENT & BUDGETING

• Evaluate and monitor forecasted budgets to achieve financial objectives.
• Monitor and approve club Profit and Loss expenses, with a strong emphasis on labor and payroll.
• Manage payroll budgets and ensure timely and accurate processing of payroll taking into consideration budgeted hours by position/department holding employees accountable to policies (i.e., working scheduled hours, punching in and out for shifts), and complying with all federal, state, and local labor laws.

EMPLOYEE RECRUITMENT AND DEVELOPMENT

• Own the recruitment, training, and development of qualified club personnel to a standard of excellence, by utilizing the resources provided by NYSC (i.e., ATS, LMS and HRIS systems).
• Onboard new employees utilizing proper immersion plans to ensure clear expectations while setting them up for success.
• Identify opportunities for improvement through implementing trainings, strategies, policies, goals, and other resources to maximize productivity and morale.
• Develop an effective succession planning strategy.
• Source, interview, and qualify applicants in a timely manner leveraging the ATS and internal/external resources available.

CLUB OPERATIONS

• Organize and supervise the work and schedules of the club team.
• Ensure that all facility and equipment walkthroughs are completed daily and in accordance with the hourly schedules to ensure physical facilities and equipment are operational, clean and organized, and comply with safety and environmental codes and ordinances.
• Review and adhere to all NYSC documents including but not limited to policies and procedures, employee handbook, state supplement, codes of conduct, etc.
• Partner with Regional Leader and the facilities team to resolve any incidents as needed.
• Increase sales/KPIs and minimize operating expenses by driving all revenue departments, staffing support, expense control, facility management, and customer service.
• Maintain an acute awareness for all loss prevention matters (i.e., emergency doors locked, alarms functional).
• Accountability of team's business deliverables by setting targets, following up, providing feedback and support for progress.
• Collaborate with all departments of the club to achieve interdepartmental synergy.
• Strategically plan daily/weekly/monthly fitness and membership activities to drive revenue, customer retention, and premium customer experience by collaborating with team members, Regional Leadership and Corporate Support teams.
• Foster outreach activities to enhance community involvement.

CUSTOMER SERVICE

• Promote, maintain, and protect the customer experience by empowering employees to be solution-oriented and consistently deliver on our mission, values, and guiding principles.
• Build meaningful and intentional connections by spending time on the floor interacting in a positive and engaging fashion to ensure employees, members, and guests feel valued and appreciated.
• Being a hands-on confident manager that is resourceful, available, approachable, friendly, and willing to help to resolve issues/inquiries in a timely manner.

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).
• Foster a culture of open communication, collaboration, and respect among team members, departments, and stakeholders.
• Ensure that all communication channels, including email, phone, and in-person interactions, are professional, timely, and effective.
• Ability to actively listen, have meaningful and courageous conversations, ensure timely follow-up, escalate and cascade information, and ask clarifying questions accordingly.

PRODUCT KNOWLEDGE

• Understand and experience our diverse products, features, and services offered to educate and invite others to experience.
• Stay abreast of industry trends, competition, and best practices.
• Educate club team on the principles of the brand standards by being a brand ambassador, ensuring brand consistency, and understanding the importance of value propositioning.

PROBLEM SOLVING

• Work 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.

POSITION REQUIREMENTS & EXPERIENCE

• 3-5 years of management 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.
• Child & Adult AED/CPR certified.
• 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.
• 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.
• A proven track record of managing inventory and purchasing, including a successful relationship with suppliers to ensure maximum efficiency in meeting expectations.
• Ability to create a positive team culture with adherence to brand standards.
• Prior experience with a CRM, LMS, HRIS, and Microsoft Office is a plus.
• Prolonged periods of standing/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). The company reserves the right to change them as business needs require and that jobs may require other tasks as assigned to the employees by the company.

See job description for additional details.