Club Manager

Planet Fitness•Dover, NH

12h•Onsite

About The Position

The Club Manager oversees all club operations to ensure an exceptional Judgement Free member experience and creates a work environment that supports the organization’s culture and drives member engagement. The role selects, develops, and leads the team to achieve club priorities and KPI goals. Coaching and connecting with team members are central to delivering a strong experience for both members and staff. The Club Manager coordinates hiring and onboarding, schedules staff and provides shift coverage as needed, administers timecards in ADP, manages company-card expenditures and receipts, conducts bank deposits, and oversees ordering club supplies and retail products. The role monitors key performance indicators, identifies causes of performance issues, and executes improvement plans. It also supports marketing promotions, handles emergencies, sets and assigns work, manages team performance and employee concerns, and submits employee changes in a timely manner. Daily work includes welcoming members and guests, assisting with membership inquiries and transactions, conducting prospective-member calls and tours, resolving escalated concerns, supporting retail sales, and maintaining a clean, safe, and well-maintained club. The manager coordinates cleaning assignments, follows up on their completion, and communicates maintenance and facility concerns to the Facilities Maintenance team. The position may require working more than 40 hours per week to ensure club coverage.

Requirements

At least 1 year of customer service experience.
2–3 years of experience supervising and leading a team.
Must be able to work over 40 hours per week as needed to ensure proper club coverage.
Must be at least 18 years old.
Willingness to become CPR/AED certified; training is provided by Planet Fitness.
Basic computer proficiency.
Must be able to lift up to 75 pounds.
Continual standing and movement throughout the club during shifts.
Continual in-person and telephone communication during shifts.
Frequent cleaning and sanitizing of equipment and facilities.
Ability to bend and twist to accomplish tasks.
Will encounter toxic chemicals during shifts.

Responsibilities

Coordinate and execute hiring practices and onboard new team members.
Create staff schedules, ensure all shifts are covered, and provide backup support when needed, including covering shifts beyond regular hours.
Administer and process employee timecards in ADP.
Manage the company card for expenditures and maintain receipts.
Conduct bank deposits.
Oversee ordering of club supplies and retail products.
Trend key performance indicators, identify root causes, and execute improvement plans.
Ensure the team is informed about marketing efforts and trained on promotions.
Assess and assist in emergency situations.
Assign tasks and lead team members to work safely and efficiently.
Model outstanding member-service behaviors, and coach and inspire the team to do the same.
Manage team-member performance and provide regular feedback.
Resolve employee concerns, partnering with HR as needed.
Submit employee status, schedule, pay, and other changes promptly.
Greet members and guests, assist with questions and concerns, and support check-in.
Connect with members on the club floor, support their fitness journeys, and uphold club policies.
Resolve escalated member concerns and partner with the Regional Manager when needed.
Answer phones and assist callers with inquiries.
Perform membership functions, including sign-ups, contact and billing updates, cancellations, collection of unpaid balances, and membership transfers.
Make prospective-member calls and conduct tours to assess membership needs.
Process retail transactions accurately and drive sales goals.
Oversee consistent cleaning and sanitizing of exercise equipment, Black Card spa amenities, communal spaces, and assigned areas.
Ensure restrooms are clean, sanitized, stocked, and clutter-free according to the cleaning schedule.
Walk all club areas regularly, promptly address safety or policy issues, and respond to cleanliness concerns.
Communicate maintenance and facility issues, including broken or missing equipment and fixtures, to the Facilities Maintenance team.
Create cleaning and sanitizing assignments for team members and follow up on work quality and completion.