Operations Manager

The Operations Manager (OM) will assist with the delivery of an amazing Crunch Member Experience, through a successful operation of the front desk and related departments. S/he will exhibit an ability to achieve the financial targets for the club as outlined in the annual/monthly budget by motivating, leading, supervising and coordinating the activities of employees engaged in servicing our member needs. S/he will demonstrate an aptitude of all company-wide policies and initiatives to ensure integrity of the Crunch Brand.

Reports to: General Manager

Requirements:

Fitness management experience preferred

Current CPR Certification required

Responsibilities:

Administration/Organization

Demonstrate a working knowledge of all standard operating procedures and policies that pertain to the club.

Communicate and implement club policies and procedures to employees.

Recruit and hire the highest possible caliber of staff.

Operations

Promote a professional and welcoming atmosphere that enhances the quality of service and care offered to the members.

Serves as the lead customer service contact for members at the front desk

Demonstrate a working knowledge of all standard club operating procedures and policies

Communicate and interpret club policies and procedures to members and employees

Resolve member complaints in an expeditious and tactful manner following club procedure and documentation

Assist in the staffing, training, and performance management of Front Desk employees

Promote a professional and welcoming atmosphere that enhances the quality of service and care offered to the members

Ensure the club meets standards for cleanliness, maintenance, safety, and security

Sales/Revenue Management

Support company programs and promotions to help generate new sales leads for optimum new membership growth

Lead and train staff on all club level sales activities including telephone inquiries, guest registrations, Digital Tool Kit club tours and membership enrollments

Ensure that the staff has a high level of knowledge about the club's promotions, programs, facilities, classes, and equipment

Achieve desired revenue goals through leadership and motivation of employees

Ensure that all promotions are effectively communicated to the team and all other appropriate staff

Leadership

Provide an inspirational environment that welcomes honest feedback from employees and takes action to ensure a quality, working environment

Promote a professional and welcoming atmosphere that enhances the quality of service and care offered to the members

Support personnel related problems or difficulties by following club procedure and documentation

Encourage staff to work as a team and be productive

Illustrate an ability to make decisions

Recruit and hire the highest possible caliber of staff

Serve as a role model for employees

Accountabilities

Implement and support company programs and promotion to help generate new sales leads for optimum new membership growth

Oversees expense goals by managing payroll and general and administrative expenses

Ensure that the clubs meet Crunch standards for cleanliness, maintenance, safety, security, and physical plant operations

Keep current in knowledge of key competitors

Conduct frequent facility walkthroughs

Measurement Standards

Achievement of key performance indicators set on a monthly/annual basis

Successful management of all financial budgetary goals

Net Promoter Scores and Social Media Feedback Scores

Membership retention

Follow all policies and procedures

Special Skills:

Excellent written and verbal communication

Strong leadership skills

Strong administrative skills

Strong customer service skills

Bilingual a major bonus.