Manager of Hospitality Services

Exceptional Staff Promoting a Healthy Lifestyle in a Unique Environment

Are you passionate about exercise and living a healthy lifestyle? Would you like to help others do the same?

For over 45 years Club Fit staff has worked hard to create a club environment dedicated to helping people achieve their health and fitness goals in a state of the art facility with support, guidance and motivation from a professional and knowledgeable staff. The organization has been amazingly successful and has helped many people lead healthier lives. We are proud that the communities we serve are better due to the work we do. People lead healthier and more active lives with our help than they would without us. We are very aware of the benefits people receive from the active and healthy lifestyle we help them pursue. People are able to do more, be more active and be sick less as a result of the work we do. Most of all, they are able to spend more time with the ones they love. This is the foundation of the work we do.

We currently have openings for people who enjoy working in a unique environment
and helping others focus on their physical and mental well-being.

Job Title: Manager of Hospitality Services

Job Purpose

• The Manager of Hospitality Services will assess the Club's customer service performance and will identify and implement processes that will drive continuous improvement in providing genuine hospitality to our members and guests
• He or she will administer the Hospitality Supervisor Program (MOD), oversee the management of the Medallia Survey Response System, Club Suggestion Form Program and manage housekeeping by implementing procedures and concepts to achieve optimum cleanliness
• Assist the General Manager in daily operations, report generation and administrative tasks
• The ideal candidate will demonstrate a sense of community and teamwork, oversee support staff and set an exemplary standard of hospitality in keeping with our brand

Operations

• Manage the Hospitality Supervisor Program (MOD) program
• Hire, train, develop and discipline MODs
• Participate in the Manager on Duty program by performing the responsibilities of a Hospitality Supervisor
• Schedule and onboard new team members to the MOD program
• Implement, coordinate, and enforce systems, policies, and procedures of the MOD program
• Review daily MOD reports for member follow-up
• Process all accident and incident reports to completion for General review
• Respond to member surveys as a Medallia Team leader and identify opportunities to implement action plans for overall member experience improvement
• Manage Medallia Responses/actions and report at manager's meetings on a regular basis to assist in training, developing and troubleshooting emerging topics
• Identify, train and onboard new Medallia users to the team.
• Initiate, coordinate and process club suggestion form responses
• Collaborate with Housekeeping management and staff for optimal club presentation
• Collaborate with Accounting/Housekeeping on ordering and inventory of needed cleaning supplies on a regular basis
• Review, correct, train and report on housekeeping and cleanliness standards throughout the club via communications with housekeeping management and staff, walk-throughs, Medallia metrics, and general daily feedback in MOD reports
• Administer the Lost and Found program in assisting members locating their lost belongings
• Assist General Manager in coordination of meetings and help prepare materials and aid in note taking
• Perform administrative, office and clerical duties for the General Manager
• Perform other duties as assigned

Strategy and Communication

• Possess creative problem-solving skills, attention to detail and the ability to prioritize, organize and respond quickly to changing requirements
• Foster a culture of continuous improvement of the member experience
• Pay attention to details in organizing the planning of MOD Training and program implementation/scheduling
• Assemble and analyze critical information to recommend actions to improve member experience, general club housekeeping and maintenance

Professional and Technical Knowledge

• Ongoing Club Fit Training in 1Huddle

• Professional Certification:
  • CPR/ AED
  • First Aid
• Other
• • At least 5 years of management experience
  • Professional appearance and demeanor
  • Excellent communication skills, verbal and written
  • Exceptional attention to detail
  • Highly productive with minimal supervision
  • Strong computer and internet skills, including Microsoft Office suite
  • Excellent telephone skills

Teamwork

• Accomplish related results as needed; work on special projects and seek additional responsibilities
• Identify and respond to concerns and ensure effective communications with members and team members to demonstrate that we care about their well-being
• Respond to Member feedback via Medallia, Suggestion forms, and MOD reports as needed
• Participate in the Manager on Duty program by performing the responsibilities of a Hospitality Supervisor
• Participate in internal and external community events with focus on promoting Club Fit programs and services
• Attend manager meetings, weekly GM meetings, and Member Experience Huddles
• Interact and work with staff at all levels in the club

Job Requirements

Ability to:

• Sit for extended periods of time.
• Stand and walk around for extended periods of time when acting in role of Hospitality Supervisor

• Lift 25 lbs.
• Understand and communicate both verbally and written in English
• Follow job related directions
• Think independently and suggest effective solutions to potential challenges
• Work a flexible schedule as required by business needs
• Understand and comply with all company safety policies and their requirements

Reporting Structure

• Direct Line to General Manager

Pay Range

$68,500 - $73,500

Club Fit is an equal opportunity employer. All your information will be kept confidential according to EEO guidelines. Applicants must be at least 18 years old or if not, provide proof of eligibility to work and have a legal right to work in the United States. This job posting describes the general requirements for the position and is not a complete statement of duties, responsibilities of requirements.

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.