Operations & Member Experience Lead

Benefits:

• Bonus based on performance
• Competitive salary
• Employee discounts
• Free uniforms
• Health insurance
• Opportunity for advancement
• Training & development

GENERAL SUMMARY: The Assistant Operations Manager is responsible for assisting and directing members/guests, monitoring incoming inquiries and ensuring proper check in procedures are followed. Actively engaging club member base, regularly greet and interact with members, and conduct member satisfaction she/he is a direct reflection of the Operations Manager. The AOM is also responsible for the dues growth of the club by helping to maintain a friendly, customer service environment and achieving dues results each month.

ESSENTIAL DUTIES & RESPONSIBILITIES:

· 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 escalate 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 adhere to policies and procedures

· Drive club efforts in achieving revenue goals in Dues, Retail, and Juice Bar and ancillary revenue

· Responsible for bill collecting on members EFT dues as well as making phone calls for past due members and members with invalid credit cards

· Work with OM in planning and implementation of promotions and merchandising

· Ensure that retail is optimally merchandised and displayed and that merchandise transfers take place according to 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 point-of-sales (POS) operations and file daily and weekly club revenue reports

· Responsible for proper inventory receiving and inventory control activities per company guidelines. Prepare inventory reports

Customer Service:

· 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 to include:
Personal Training, guest, Lost and Found items, new membership cards, change of address, EFT setup or change, and questions regarding billings and payments.

· Record lost and found items on the Lost and Found Property Log and secure items per policy

· Ensure required forms are available, and completed and processed properly (e.g. Kid's Club, Group X Reservation sheets, etc.

· Promote and sell merchandise

· Assists in the planning and implementation of promotions and merchandising.

· Keep front desk area and lobby clutter free, and orderly

· Perform general cleaning duties to include hourly locker room checks

· Ensure all team members are in proper uniform

ORGANIZATION RELATIONSHIPS: The Assistance Operations Manager will report directly to the Operations Manager and/or General Manager. AOM will communicate and enforce all Policy and Procedures with the Operations Team. Duties require interaction with all club members and employees.

REQUIRED QUALIFICATIONS:

1) Knowledge, skills & abilities:

• Must be energetic and possess a very friendly, outgoing personality and positive…