Club Manager

Overview

Who We Are
Planet Fitness aims to enhance people’s lives by providing a high-quality fitness experience in a welcoming, judgement-free environment. We are a large, growing franchisor and operator of fitness centers in the United States with over 2,000 clubs and continuing expansion. Joining the PF family means being part of a culture and values that support the health and wellbeing of the community and create member experiences that exceed expectations.

Who You Are
All Planet Fitness team members share a passion for our brand and a desire to make members feel welcome in our Judgement Free Zone®. The following characteristics align with the Club Manager role.

You

• Are approachable and thrive on connecting with people.
• Have a passion for creating and leading in a people-centric environment.
• Demonstrate initiative and self-awareness.
• Handle interactions with diplomacy and manage conflict effectively.
• Are comfortable setting clear direction and following up consistently.
• Can adapt communication style to the audience.
• Enjoy managing multiple priorities and following through to completion.
• Enjoy coaching and leading others to success.
• Are an ambassador for the Planet Fitness brand and act with members in mind.
• Act with integrity and show respect to everyone; serve as a role model.

As our Club Manager, you are responsible for the oversight of all club operations to ensure an exceptional “Judgement Free” member experience. You will create a work environment that supports the culture of the organization and drives member engagement. You will select, develop and lead the team to drive club priorities and KPI goals. Your ability to coach and connect is critical to delivering an outstanding member experience through a consistent and excellent team member experience.

Responsibilities include

• Coordinate and execute hiring practices and onboarding new team members.
• Create staff schedules; ensure all shifts are covered. Provide back-up support as needed, potentially covering shifts beyond regular hours.
• Administer and process employee timecards in ADP.
• Manage the company card for expenditures, maintaining receipts.
• Conduct bank deposits.
• Oversee ordering of club supplies and retail products.
• Trend Key Performance Indicators; identify root causes and execute improvement plans.
• Ensure the team is aware of marketing efforts and trained on marketing promotions.
• Assess and assist in emergency situations.
• Set assigned tasks and lead team members in a safe and efficient manner.
• Model behaviors to provide an outstanding member experience and coach others to do the same.
• Manage team member performance; provide regular feedback.
• Resolve employee concerns; partner with HR as needed.
• Submit all employee changes (status, schedule, pay, etc.) promptly.

Daily responsibilities

• Greet members/guests as they enter and exit the club; assist with questions or concerns during check-in.
• Promote the Judgement Free Zone by connecting with members on the club floor, offering assistance and supporting their fitness journeys while upholding club policies.
• Resolve escalated member concerns and partner with Regional Manager when needed.
• Answer phones in a friendly manner and assist callers with inquiries.
• Perform membership-related functions such as sign-ups, updating contact/billing information, cancellations, collecting unpaid balances and transferring memberships.
• Conduct prospective member calls and tours to assess membership needs.
• Execute retail transactions accurately and drive sales goals.
• Oversee regular cleaning and sanitizing of all exercise equipment and Black Card spa amenities, including communal spaces and your assigned area.
• Ensure restrooms are clean, sanitized, stocked and clutter-free by following the cleaning schedule.
• Conduct regular area walkthroughs to identify and address safety/policy issues and cleanliness concerns.
• Address maintenance and facility concerns (e.g., broken or missing equipment) through communication with Facilities Maintenance.
• Create cleaning and sanitizing assignments for team members and monitor quality and completion.

Qualifications

• 1+ years of customer service experience
• 2-3 years of experience…