Club Manager San Francisco Area
The Club Manager (CM) ensures that all membership, fitness and service functions within the club provide the best member experience, team member environment, and achieve financial success. In doing so, the CM recruits, hires, trains and develops a diverse, high performance team that delivers on company goals and reflects its values.
Responsible for communicating and upholding company standards and leading by example for delivering the 24 Hour Fitness Service Promise; manage a clean, friendly and well maintained club. Ensure that team leaders create a culture of service and team members consistently execute the service promise.
Acts as the key point of accountability for club financial performance and the club experience.
Responsible for the successful attainment of club targets (e.g. member service, cleanliness, revenue, and retention).
Models team expectations by interacting and observing members / team members, checking the details of member experiences, making recommendations and proactively solving problems.
Executes against a budget with specified revenue, expense, profit, and headcount amounts, and leads the execution of company programs and policies at the club.
Ensures that a standard operating platform is tailored to market conditions and reflects the 24 Hour Fitness corporate values, programs, and SOPs.
The Club Manager directly oversees the following positions inside the club: Service Manager, Membership Manager, Fitness Manager, Facility Technician
Essential Duties & Responsibilities:
Participate and provide club specific input into the development of the club P&L and operating plan. Set monthly club Membership, Fitness and Service targets. Provide weekly feedback to DM on club goals and budgets.
Establish priorities and goals, including revenue targets for membership, fitness and labor for the club. Identify and plan the execution of improvement in the club
Supervise and set priorities and goals directly for the Facilities Technician, in partnership with the Regional Facilities Manager
Provide input and report monthly results to the DM regarding the club P&L
Staffing and Development
Recruit, interview & hire department managers. Maintain a fully engaged and high performing team that aligns with company values and goals.
Provide consistent accountability for direct reports through training, coaching, conducting planning sessions and performance reviews. Recognize good performance and discipline when necessary
Provide final approval on the hiring / dismissal / discipline of all club employees
Conduct weekly (or as-needed) club meetings with direct reports to review performance and offer direction, motivation and guidance toward achieving individual and company goals
Provide developmental coaching and guidance for long-term career growth opportunities to all direct reports
Coordinate with the human resources department to implement training programs for all club employees
Supervise and direct regular training sessions of all staff ensuring that all club employees are trained in service, fitness or membership SOPs and other company policies, including loss prevention, employment and human resources policies. Coach and develop all department heads and club staff on servicing members and functional capabilities
Handle all employee pay issues within company guidelines using appropriate resources
Manage team member relations by creating a team culture. Partner with Human Resources when necessary in resolving conflicts among team members within the club.
Instill a sense of common responsibility and teamwork across club functions to improve the member and team member experience. Ensure that Membership, Service and Fitness Managers and Assistant Managers are ‘cross-trained’ on the fundamental aspects of each others’ positions. Devise and conduct team building activities
Establish a fun, safe, healthy, and community-focused club culture that delivers high member satisfaction and achieves maximum profitability.
Be a role model for member service behavior by walking through club and collecting member feedback to identify training and development opportunities for team members
Resolve elevated club member concerns; conduct on-the-spot ‘lessons learned’ to prevent them from reoccurring
Monitor club appearance and ensure problems are resolved expeditiously
Lead direct reports to agreed performance goals while provide performance and progress reports to DM on club goals and budgets
Perform regular review, edits and overtime approval in the Company’s Time & Labor systemnsure company and divisional SOPs, programs and promotions are efficiently executed
Ensures safety of employees, members and club property
Provides leadership support in the areas of Membership, Fitness and Service.
2-3 years of progressive management experience supervising 3-10 employees
3-5 years of broad retail/hospitality/service industry experience
Experience managing P&L and trend reports, or demonstrated math analytical / ratio skillsKnowledge of fitness industry
Exceptional leadership skills with experience coaching teams
High School Diploma or GED required, Bachelor’s Degree preferred
Cardiopulmonary Resuscitation (CPR) and Automated External Defibrillator (AED) certification required
Operations management and consultative experience preferred
Travel: Must be able to travel by car and airplane up to 10% of the time
Location: USA-CA-San Francisco