Assistant Operations Manager

GENERAL SUMMARY

The Assistant Operations Manager is responsible for assisting and directing member/guest interactions, monitoring incoming inquiries, and ensuring proper check‑in procedures are followed. Actively engaging the club member base, regularly greeting and interacting with members, and conducting membership satisfaction activities demonstrates the AOM as a direct reflection of the Operations Manager. The AOM also supports dues growth by maintaining a friendly, customer‑service environment and achieving monthly dues results.

• Resolve member concerns and complaints in a professional manner within UFC Gym corporate and club parameters
• Monitor club facilities for appearance and equipment and resolve or elevate issues that detract from the member experience
• Assist in providing direction to janitorial service
• Instill a sense of common responsibility and teamwork across club functions to improve the member and team member experience
• Ensure all front desk, kids club, and Armbar procedures adhere to policies and procedures
• Drive club efforts in achieving revenue goals in Dues, Retail, Juice Bar, and ancillary revenue
• Collect member EFT dues, and make phone calls for past‑due or invalid credit‑card members
• Work with the OM in planning and implementing promotions and merchandising
• Ensure retail is optimally merchandised and displayed and that merchandise transfers comply with company policy and procedure
• Follow up with compliance checks by monitoring club systems and employee performance
• Ensure that systems procedures are accurately followed: proper POS procedure, desk set‑up, file organization, member check‑in, class check‑in, telephone inquiry, guest registration, cash handling, member
• Maintain an efficient "back office"
• Review agreements and prepare daily paperwork for forwarding to agreement administration and cash control
• Make daily banking deposits Monday‑Friday
• Order and maintain all supplies
• Supervise POS operations and file daily and weekly club revenue reports
• Handle inventory receiving and control activities per company guidelines and prepare inventory reports

• Greet all incoming members and guests
• Ensure Guest Fitness Profiles are completed and appropriate fees are collected
• Answer all incoming inquiries and obtain appropriate information to direct/transfer calls/guests
• Handle member service issues including Personal Training, guest, lost and found items, new membership cards, change of address, EFT setup or change, and billing/payment questions
• Record lost and found items on the Lost and Found Property Log and secure items per policy
• Ensure required forms are available, completed, and processed properly (e.g., Kid's Club, Group X Reservation sheets)
• Promote and sell merchandise
• Assist in the planning and implementation of promotions and merchandising
• Keep front desk area and lobby clutter‑free and orderly
• Perform general cleaning duties, including hourly locker‑room checks
• Ensure all team members are in proper uniform

The Assistant Operations Manager reports directly to the Operations Manager and/or General Manager. The AOM communicates and enforces all policy and procedures with the Operations Team, interacting with all club members and employees.

• Must be energetic and possess a very friendly, outgoing personality and positive attitude
• Possess strong interpersonal and communication skills, including telephone etiquette
• Possess a strong customer service focus
• Understands and follows oral and written instructions
• Able to multi‑task and perform tasks with accuracy and attention to detail
• Must be a team player and possess a can‑do attitude
• Adhere to meal and rest break periods and clock in/out for all shift times

• High school diploma or GED required
• Current CPR/AED certification
• State certification (see state specific requirements)
• Must complete Kid's Club Attendant training prior to working alone in Kid's Club

• Must have 2+ years customer service experience in health club, retail, hospitality or food service industry
• Experience with multiple phone lines preferred
• Basic computer skills

• Required to stand, reach with hands and arms, stoop, kneel, crouch, or crawl
• Occasionally lift and/or move up to 25 pounds
• Ability to stand and remain on your feet for a full shift

This position description intends to describe the general nature and level of work being performed by people assigned to this job. It is not intended to include all duties and responsibilities. The order in which duties and responsibilities are listed is not significant.