Club Manager: 24 Hour Fitness

The Club Manager (CM) ensures that all membership, fitness and service functions within the club provide the best member experience, team member environment, and achieve financial success. In doing so, the CM recruits, hires, trains and develops a diverse, high performance team that delivers on company goals and reflects its values.

· acts as the key point of accountability for club financial performance and the club experience.

· responsible for the successful attainment of club targets (e.g. member service, cleanliness, revenue, and retention).

· models team expectations by interacting and observing members / team members, checking the details of member experiences, making recommendations and proactively solving problems.

· executes against a budget with specified revenue, expense, profit, and headcount amounts, and leads the execution of company programs and policies at the club.

· ensures that a standard operating platform is tailored to market conditions and reflects the 24 Hour Fitness corporate values, programs, and SOPs.

Span of Control / Organizational Relationship / People Management:

Reports to the District Manager

Job scope: 1 club

This position directly manages the following positions inside the club:

· Service Manager

· Membership Manager*

· Fitness Manager*

· Facility Technicians

* Depending on the revenue category of the club, these positions may be consolidated into one dual-role position, and / or these positions may be Assistant Managers.

This position conducts general oversight of vendor relationships

Essential Duties & Responsibilities:

The CM is responsible for performing the following activities for the club:

STAFFING & DEVELOPMENT [40% of Time]

Maintain a fully engaged and high performing team that aligns with company values and goals. To achieve this objective, the CM will plan and execute the following responsibilities:

· Recruit, interview & hire department club managers

· Train, conduct planning sessions & performance reviews with direct reports, and discipline when necessary

· Provide final approval on the hiring / dismissal / discipline of all club employees

· Conduct weekly (or as-needed) club meetings with direct reports to review performance and offer direction, motivation and guidance toward achieving individual and company goals

· Provide developmental coaching and guidance for long-term career growth opportunities to all direct reports

· Coordinate with regional trainers to implement training programs for all club employees

· Supervise and direct regular training sessions of all staff ensuring that all club employees are trained in service, fitness or membership SOPs and other company policies, including loss prevention, employment and human resources policies. Coach and develop all department heads and club staff on servicing members and functional capabilities

· Handle all employee pay issues within company guidelines

· Resolve interpersonal conflicts among team members within the club

· Instill a sense of common responsibility and teamwork across club functions to improve the member and team member experience. Ensure that Membership, Service and Fitness Managers and Assistant Managers are ‘cross-trained’ on the fundamental aspects of each others’ positions. Devise and conduct team building activities

CLUB MANAGEMENT [30% of Time]

Establish a fun, safe, healthy, and community-focused club culture that delivers high member satisfaction and achieves maximum profitability. To achieve this objective the CM will:

· Promote and exemplify 24 Hour Fitness values within the club

· Establish a member centric environment by ensuring the execution of 24 Hour Fitness Member Service guidelines among all club employees

· Be a role model for member service behavior by walking through club and collecting member feedback to identify training and development opportunities for team members

· Resolve elevated club member concerns; conduct on-the-spot ‘lessons learned’ to prevent them from reoccurring

· Monitor club appearance and ensure problems are resolved expeditiously

· Lead direct reports to agreed performance goals

· Provide weekly feedback to DM on club goals and budgets

· Perform regular review, edits and overtime approval in the Company’s Time & Labor system

· Ensure company and divisional SOPs, programs and promotions are efficiently executed

· Execute administrative and reporting duties

· Provide for the safety of employees, members and club property

PLANNING [15-30% of Time]

Participate and provide club specific input into the development of the club P&L and operating plan. To achieve this objective, the CM will:

· Provide input to the DM regarding the club P&L

· Set monthly club Membership, Fitness and Service targets. Provide weekly feedback to DM on club goals and budgets

· Establish priorities and goals, including revenue targets for membership, fitness and labor for the club

· Identify and plan the execution of improvement in the club

· Monitor and make suggestions on priorities and goals directly with the Facilities Technician, as well as to the District Facilities Technician Manager

SALES AND SERVICE [0-15% of Time]

Provide support in the areas of Membership, Fitness and Service.

PREFERRED QUALIFICATIONS:

Knowledge, Skills & Abilities:

· Experience managing P&L and trend reports, or demonstrated math analytical / ratio skills

· Knowledge of fitness industry

· Experience coaching teams

· Leadership skills

Certifications / Education:

· Associate or 4-year degree or equivalent relevant experience

· AED and CPR certification

· 24 Hour Fitness certification for Fitness, Sales and Operations

Experience:

· 2-3 years of progressive management experience supervising 3-10 employees

· 3-5 years of broad retail/hospitality experience

· Prior experience in the three 24HF club departments: Sales, Operations, & Fitness

· Consultative sales experience

Physical Qualifications:

· Ability to work in club office; move about club floors and rooms; review, revise, create club paperwork; communicate with employees, members, and the public

· Occasionally required to demonstrate or explain proper physical fitness activities, techniques and procedures

· Travel: Must be able to travel by car and airplane up to 10% of the time

· Ability to communicate telephonically with members

· Ability to access and operate Company computer system including prepare documents, enter data into computer system, read reports from a computer data base or email system

Work Environment:

· While performing the duties of this job, regularly exposed to moving mechanical parts

· The noise level in the environment is occasionally loud

· Extended workdays are a frequent occurrence, as are weekends and holidays as needed to support the business