District Operations Manager

Crunch (Harman) - Inc.•Schaumburg, IL

About The Position

The District Operations Manager (DOM) ensures that our clubs deliver the best guest and member experience. Responsible for communicating and upholding company standards and leading by example for delivering the Crunch Fitness "NO JUDGMENTS" philosophy and delivering what our members want most; clean clubs, friendly helpful team members and a highly maintained club Ensure that team members consistently execute the basics in punctuality, dress code friendliness and cleanliness Major emphasis is to support member retention by advocating for the best member experiences and operational processes in the club Work closely with club managers to hire, train and develop a strong team of Member Service Representatives and Kids' Club professionals that deliver on company goals and reflects our "NO JUDGMENTS" philosophy. Responsible for the successful attainment of department targets (e.g. member service, cleanliness, revenue, and retention) Work closely with club managers to ensure that the facility is well equipped, and provides a clean and safe environment for both members and employees

Requirements

1-2 years as customer service / operations
Face-to-face customer service experience.
Strong interpersonal and communication skills, including proper telephone etiquette
Possesses strong organizational skills to execute and prioritize multiple tasks
Understands basic record keeping practices and procedures
Experience operating office equipment such as computers, calculators, and photocopiers. Must be computer proficient with basic skills in Word and Excel
High School diploma or General Educational Development (G.E.D.)
Cardiopulmonary Resuscitation (CPR) and Automated External Defibrillator (AED) certification required
Ability to work in club office; move about club floors and rooms; review, revise, create club paperwork; communicate with employees, members, and the public
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

Nice To Haves

Preferred: Prior multi unit management experience in fitness, retail or hospitality industry leading 3-10 employees
Bachelor's Degree preferred but not required

Responsibilities

Ensure that all club members receive exceptional member service experience
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 Crunch Fitness corporate and club parameters
Monitor club facilities for appearance and equipment and resolve or escalate issues that detract from the member experience
Instill a sense of common responsibility and teamwork across club functions to improve the member and team member experience
Drive club efforts in achieving revenue goals in Retail, Drink, Juice Bar and ancillary revenue
Work with club managers 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
Ensure Kids' Club team members follow all policies and procedures to ensure a safe environment for our member's children
Ensures the proper adult to child ratio is enforced in Kids' Club at all times
Ensure that only team members who have completed the appropriate training work in Kids' Club
Implement new operational procedures in the club and follow-up with compliance checks by monitoring club systems and employee performance
Mediate club team member relations matters for all club operations team members
Ensure that all systems and standard operating procedures are accurately followed
Responsible for proper inventory receiving and inventory control activities per company guidelines. Prepare inventory reports
Maintain a fully engaged and high performing member service team that aligns with company values and goals
Assist club managers train & develop Front Desk, Kid's Club staff.
Conduct meetings with direct reports to review performance and offer direction, motivation and guidance toward achieving individual and company goals. Offer career growth and advancement opportunities
Coach staff under the guidance of the Vice President of Operations, District Manager and consult with the Human Resources Manager for additional direction when necessary