Operations Manager

Overview

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 demonstrate the 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 for all company-wide policies and initiatives to ensure integrity of the Crunch Brand.

Reports to:

General Manager

Fitness management experience preferred

Current CPR Certification required

• 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. Serve 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. Oversee 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.

• Excellent written and verbal communication
• Strong leadership skills
• Strong administrative skills
• Strong customer service skills
• Bilingual a major bonus!