General Manager

CONFIDENTIAL — GENERAL MANAGER

Overview

A privately owned, full-service athletic club in the New England region is seeking a highly experienced and emotionally intelligent General Manager to lead a full repositioning of the operation. The club features aquatics, strength and cardio equipment, group exercise, junior programming, and social spaces. The GM will partner closely with ownership to build a high-performance culture, develop strong department heads, and ensure all programs, operations, and service standards align with long-term strategic goals.

PRIMARY PERFORMANCE OBJECTIVES

1. Membership Growth

• Achieve 10–15% net membership growth within six months with retention consistently above 75%.

• Implement targeted campaigns across key departments; strengthen onboarding; develop local school, company, and community partnerships.

• Track KPIs weekly: active memberships, retention, referral volume, campaign performance.

2. Staff Infrastructure - Operational Development

• Complete a full staffing assessment and fill all critical roles within 120 days.

• Develop job descriptions, reporting lines, onboarding protocols, and a performance‑review system.

• Establish a weekly leadership cadence and drive a culture where staff satisfaction reaches 90% by month six.

• Reduce scheduling conflicts, operational gaps, and customer service issues through clearly defined expectations.

3. Fitness Program Revenue - Group Exercise Expansion

• Deliver 20% growth in fitness program revenue (PT, group ex, specialty programs) within six months while staying within budget.

• Introduce 6–10 new weekly classes based on member demand; optimize pricing; launch PT conversion pathways and monthly promotions.

• Monitor revenue, session volume, class attendance, and budget‑to‑actual variance.

4. Squash Program Development (Four Courts)

• Design and launch a full squash program within 90 days, reaching 50+ weekly recurring participants by month six.

• Develop adult/junior pathways, clinics, leagues, and tournaments.

• Recruit qualified squash professionals and establish consistent programming blocks.

• Track participation, court utilization, and revenue.

5. Childcare Feasibility + Summer Camps Readiness

• Complete a 90‑day childcare feasibility and financial analysis with clear recommendations to ownership.

• Build out 2026 multi‑sport summer camp programming and staffing; ensure registration is fully ready by April.

• Deliver pricing, marketing materials, compliance requirements, schedules, and pre‑registration campaigns.

CORE RESPONSIBILITIES

Leadership - Culture

• Build, mentor, and hold accountable a high‑performing team across aquatics, fitness, group exercise, racquet sports, front desk, housekeeping, and maintenance.

• Model emotional intelligence, stability under pressure, and a solutions‑oriented leadership style.

• Foster a warm, member‑centric environment aligned with the club’s community‑driven culture.

Operations & Member Experience

• Ensure all programming, facilities, service standards, and safety/compliance protocols operate at a high level daily.

• Strengthen communication between departments and eliminate operational silos.

• Implement consistent onboarding and service pathways for members and guests.

Financial Performance

• Directly manage revenue, expenses, payroll, forecasting, pricing, and margin improvement strategies.

• Present weekly operational dashboards and monthly financial updates to ownership.

Programming & Community Engagement

• Expand fitness, squash, aquatics, racquet sports, and junior programming based on member insights and local market demand.

• Build community partnerships, events, and social activities that drive retention and revenue.

Ownership Partnership

• Work closely with the owners to set priorities, align on strategy, and provide transparent updates.

• Operate with high discretion—this is a confidential search requiring professionalism and judgment.

IDEAL CANDIDATE PROFILE

• Proven success as a GM or senior operator in a high‑end, multi‑sport or multi‑purpose club.

• Demonstrated ability to stabilize and grow revenue, build strong teams, and elevate member experience.

• Strong financial acumen with experience managing full P&Ls.

• High emotional intelligence; calm, trustworthy, member‑focused leadership presence.

• Experience improving underperforming operations; confident working with ownership unfamiliar with the industry.

• Strong communication and change‑management skills.

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