Assistant Manager

Planet Fitness•Dover, NH

About The Position

The Assistant Manager is a full-time position that assists the Club Manager with oversight of club operations to ensure an exceptional Judgement Free member experience. The role leads team members through task completion, supports club priorities and KPI goals, and focuses on behaviors that create a positive member experience. The Assistant Manager is heavily involved in team member onboarding and training and helps ensure staff have the tools they need to succeed. Daily work includes welcoming and assisting members and guests, handling membership and retail transactions, responding to inquiries and concerns, and supporting a clean, safe, and well-maintained club. The role also provides backup staffing, supports hiring and onboarding, manages cleaning-supply inventory, orders supplies and retail products, tracks KPIs with the Club Manager, and assists with emergency situations.

Requirements

Must be at least 18 years of age.
Must be willing to become CPR/AED certified; training is provided by Planet Fitness.
Basic computer proficiency.
Positive, upbeat attitude and a commitment to delivering an exceptional experience to members, guests, and team members.
Punctual, reliable, and dependable, with the ability to work as part of a team and support others.
Use diplomacy, empathy, integrity, and respect when interacting with others.
Comfortable guiding and supporting team members, coaching others, and helping them succeed.
Effective communication and listening skills.
Ability to learn quickly and apply knowledge gained through online and hands-on training.
Comfortable navigating and resolving conflict.
Physical ability to stand and move throughout the club continually during a shift.
Ability to communicate continually in person or by phone during a shift.
Ability to lift up to 75 pounds.
Ability to work around toxic chemicals during a shift.
Ability to frequently clean and sanitize equipment and facilities.
Ability to bend, twist, and move into different positions to complete tasks.

Nice To Haves

9–12 months of experience in a customer service environment preferred.
9–12 months of experience supervising and leading a team preferred.

Responsibilities

Lead team members to complete assigned tasks safely and efficiently.
Model outstanding member-service behaviors and coach and inspire team members to do the same.
Assist in resolving employee concerns.
Provide backup staffing support as needed.
Manage the inventory system for cleaning supplies and order club supplies and retail products.
Track KPIs, identify strengths and opportunities, and plan responses with the Club Manager.
Support the Club Manager with hiring and onboarding new team members.
Assess and assist in emergency situations.
Greet members and guests, assist with questions and concerns, and help them check in.
Connect with members on the club floor, offer assistance, and uphold club policies.
Resolve member concerns and escalate them to a Manager as needed.
Answer phones and assist callers with inquiries.
Perform membership functions, including sign-ups, contact and billing updates, cancellations, collecting unpaid balances, and membership transfers.
Make prospective-member calls and conduct tours to assess membership needs.
Process retail transactions accurately and drive sales goals.
Clean and sanitize exercise equipment, Black Card spa amenities, communal spaces, and assigned areas.
Clean and sanitize restrooms, keep them stocked and uncluttered, and follow the routine cleaning schedule.
Walk all club areas, promptly address safety or policy issues, and resolve cleanliness concerns.
Promptly address maintenance and facility concerns, including broken or missing equipment and fixtures.