24 Hour Fitness, INC. Assistant General Manager l in Laguna Hills, California
LOCATION 25252 McIntyre Laguna Hills CA 92653
At 24 Hour Fitness we are committed to our mission of helping people--team members and members alike--to become the best version of themselves. We've changed the landscape of the fitness industry and pioneered the concept that fitness can be accessible, affordable and a way of life for everyone. We're looking for committed and dedicated individuals to help grow our business, so that we can share the promise of 24 Hour Fitness with more people
The Assistant General Manager (AGM) leads and manages the member service functions within the club to provide the best guest and member experience, and team member environment. The AGM recruits, hires, trains and develops a diverse, high performance team and provides leadership and direction to ensure the team achieves goals in a way that reflects the company values. The AGM assists the GM with club strategy, execution of Company initiatives, including responsibility for communicating and upholding company policies, standards and delivering on our commitment to a clean, friendly and well maintained club. The AGM will lead by example to deliver on the 24 Hour Fitness Anthem; "We are passionate about inspiring & empowering our members to live fit and healthy lives. We connect members with results. We value community, integrity, dedication. We deliver an inviting, friendly and supportive experience."
ESSENTIAL DUTIES & RESPONSIBILITIES
- Management of Member Service Team and Financial Performance
Drive all sales efforts within the club including new member sales, EFT, fitness packages and supplements. To achieve this objective the AGM will:
Set monthly, weekly and daily sales goals
Review daily and weekly sales numbers and club statistics with the GM to identify potential revenue gaps and modify sales execution as necessary
Execute and coordinate national sales promotions within the club
Drive club efforts in achieving revenue goals in NMS, EFT, Retail, Drink, Juice Bar and ancillary revenue
Responsible for attainment of department targets (e.g. revenue, member retention)
Responsible for scheduling team members to meet member needs
Manage time and labor system and labor spend
Supervise POS operations and file daily and weekly club revenue reports
Make daily banking deposits
Order and maintain all supplies
- Member and Guest Experience
Ensure that all club members are delivered a high member service experience. To achieve this objective the AGM will:
Proactively engage club member base, regularly greet and interact with members, and conduct member satisfaction surveys under company guidelines.
Resolve member concerns and complaints in a professional manner within 24 Hour Fitness corporate and club parameters
Monitor club facilities for appearance and equipment issues, and resolve or escalate issues that detract from the member experience. Assist GM in providing direction to third party janitorial service.
Instill a sense of common responsibility and teamwork across club functions.
- Staffing and Development
Maintain a fully engaged and high performing team that aligns with company values and goals.
Recruit, interview & hire department managers, and ensure proper levels of team member staffing.
Train and coach team members, including conducting planning sessions and performance reviews. Review, approve and provide recommendations regarding personnel actions including hiring, promotion, discipline and termination.
Lead club meetings to review performance and offer direction, motivation and guidance toward achieving individual and company goals.
Implement, supervise and direct regular training to ensure all club employees are trained in Operations, Fitness or Sales SOPs, and other company policies.
Instill a sense of common responsibility and teamwork across club functions to maintain positive member and team member experience. Ensure that all department heads and assistant department heads are 'cross-trained' on the fundamental aspects of each other's positions.
Create and conduct team building activities including participation in recognition programs.
- Club Administration and General
Work with GM in planning and implementation of promotions and merchandising.
Ensure that retail is optimally merchandised, displayed, and merchandise transfers are completed to company policy and procedure.
Implement new operational procedures in the club and follow-up with compliance checks by monitoring club systems and team member performance
Ensure that systems procedures are accurately followed: POS and cash handling, front desk set up, file organization, member check-in, telephone inquiry, guest processing, Master Appointment Book, membership cards, fitness orientation scheduling, etc.
Review manual agreements and prepare daily paperwork for forwarding to MSC
Responsible for proper inventory receiving and inventory control activities per company guidelines, including inventory counts and Mi9
In addition to specific functional accountabilities, the AGM is expected to act as 'cross functional' manager. The AGM develops a broad skill set in order to understand the fundamental roles and duties of the Fitness Manager and able to resolve issues if the FM is absent. The AGM's development may involve formal cross-training, and/or informal activities.
- Team Member Experience
Maintain a fully engaged and high performing team that aligns with company values and goals. To achieve this objective, the AGM will:
Utilize club systems to select, interview, and hire (with GM approval) qualified team members
Manage all non-management team members and Group X Instructor(s)-depending on the club model schedule within budgeted hours submitted to and approved by GM
Train & develop MSR's and Group X Instructors on 24 Hour Fitness member service SOPs and objectives, guest and new member enrollment process, emphasizing the dual goals of EFT setup and member retention
Conduct weekly (or as-needed) meetings with direct reports to review performance and offer guidance toward achieving individual and company goals. Offer career growth and advancement opportunities
Mediate club employee relations matters for all club member service employees
Discipline staff under the guidance of the GM and consult with the District Manager and HR Manager for additional direction
Knowledge, Skills & Abilities
Must be computer proficient
Management experience in sales / service industry
Knowledge of company policies, practices and procedures, including emergency and safety procedures
Face-to-face customer service experience
Strong interpersonal and communication skills, including proper telephone etiquette.
Generate, maintain and demonstrate a friendly, enthusiastic and positive attitude.
Possess a strong member service focus. Responds professionally to requests and inquiries from guests, members and team members.
Possesses strong organizational skills to execute and prioritize multiple tasks
Basic record keeping practices and procedures.
Experience operating office equipment including computers, calculators, faxes and photocopiers
Minimum Educational Level/Certifications
2-3 years of progressive management experience supervising 3-10 employees
3-5 years of broad retail/hospitality/operations industry experience
Physical Demands/ Environmental Conditions
Ability to work in club office; move about club floors and rooms; review, revise, create club paperwork; communicate with employees, members, and the public
Occasionally required to demonstrate or explain proper physical fitness activities, techniques and procedures
Ability to communicate telephonically with members
Ability to access and operate Company computer system including prepare documents, enter data into computer system, read reports from a computer data base or email system
While performing the duties of this job, regularly exposed to moving mechanical parts
Ability to work a varied schedule to support the needs of the business, including frequent extended workdays, and weekends and holidays may be required
While performing the duties of this job, regularly exposed to moving mechanical parts
Able to work in a loud environment
- Must be able to travel by car and airplane up to 10% of the time
Knowledge of fitness industry
24 Hour Fitness certification for Fitness, Sales and Operations
Prior experience in the three 24 Hour Fitness club departments: Sales, Operations, & Fitness preferred, cross functional training across other jobs/roles at minimum
Experience and familiarity with managing to a P&L preferred
Consultative sales experience preferred
DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by incumbents assigned to this job. This is not intended to be an exhaustive list of all the responsibilities, duties and skills required. The incumbent may be expected to perform other duties as assigned. This job may be reviewed as duties and responsibilities change with business necessity.
FUNCTIONAL GROUP Club Management