General Manager

Acac•Glen Allen, VA

11d

About The Position

The General Manager (GM) carries out acac’s brand promises, FiveStar service vision, and core values. The GM builds a high-performance culture that develops, empowers, and recognizes team members while delivering remarkable service and maintaining a clean and safe club for members and guests. The role leads, mentors, and develops department heads across club operations, including sales, fitness, aquatics, group exercise, food and beverage, childcare, spa and recovery, facilities, and housekeeping. The GM is accountable for the club’s overall operational and financial performance and leads a high-end, resort-style, family-oriented athletic club with minimal direct supervision. The position receives general supervision from the Regional Manager. The GM hires and leads the Assistant General Manager, department heads, and coordinators; supports staffing and training; ensures consistent implementation of service, onboarding, operating, safety, and emergency programs; and works with regional and home-office colleagues on sales, training, operations, and club priorities. The role monitors the facility, member feedback, service recovery, budgets, financial statements, payroll, purchasing, schedules, and capital projects. The GM also leads department-head and staff meetings, supports team development, handles escalated member and human-resources concerns, and assists the Regional Manager and home-office vice presidents with additional tasks and projects. The GM is included on the emergency call list with acac’s security, fire, and AED companies, along with the Facilities Director. The position requires a minimum of five years of leadership or management experience in a high-end athletic club or hospitality company. A college degree is preferred, and a master’s degree is a plus. First Aid/CPR certification is required within 90 days of hire. Frequent standing, walking, and touring club facilities are required; occasional bending, kneeling, and lifting up to 50 pounds are also required. A valid driver’s license and reliable transportation are required. The stated salary range is $85,000–$100,000 annually, commensurate with experience and qualifications.

Requirements

At least five years of leadership or management experience with a high-end athletic club or hospitality company.
Knowledge of club or hospitality industry operations, including operations in high-end, resort-style, family-oriented facilities.
Leadership, training and presentation, and coaching skills.
Budgeting and financial-analysis skills.
Proficiency in Word, Excel, and PowerPoint.
Excellent written and verbal communication and listening skills.
Ability to handle customer-service situations with skill and confidence.
Excellent editing and proofreading skills.
Ability to work independently with minimal supervision.
Strong planning, organization, and time-management skills, with the ability to prioritize multiple assignments, projects, and deadlines.
Positive, energetic, motivational, results-oriented, ethical, accountable, professional, confident, adaptable, and resourceful leadership style, with strong relationship-building skills.
First Aid/CPR certification within 90 days of hire.
Valid driver's license and reliable transportation.
Ability to frequently stand, walk, and tour club facilities; occasionally bend, kneel, and lift up to 50 pounds.
Read, sign, and abide by the Team Member Handbook policies.

Nice To Haves

Specific experience in customer and employee retention.
College degree.
Master’s degree.

Responsibilities

Hire, train, and provide ongoing leadership to the Assistant General Manager, department heads, and coordinators; support department heads with hiring and training new leads and team members.
Cover department-head vacancies, or assign the Assistant General Manager to cover them, until a replacement is hired and trained.
Ensure team members embrace the FiveStar program and deliver its promises, and model acac’s culture and service standards.
Ensure implementation of new-member and new-employee onboarding programs.
Work with the Regional Sales Director on club sales, marketing, and retention efforts.
Work with the Employee Training & Development Manager on comprehensive employee training plans and programs.
Work with the Regional Manager to implement operating procedures, manuals, and checklists; ensure club implementation and provide feedback to the home office.
Evaluate operating processes, recommend improvements, and maintain and expand working knowledge of club departments and systems.
Collaborate with home-office colleagues and stay informed about guidance provided to department heads by vice presidents.
Walk the facility regularly to identify cleanliness, repair, or maintenance needs and take appropriate action.
Carry a radio and respond to Manager-on-Duty and safety-code calls when needed.
Review daily Medallia comments and ratings, monthly NPS results, in-club comment cards, and emailed comments; ensure prompt, FiveStar-aligned responses and resolution of issues.
Create an annual operating and capital-expenditure budget with the Regional Manager, following deadlines and company protocols.
Ensure approved capital projects and expenditures are completed according to plan and budget, and request additional home-office resources when needed.
Review monthly general ledger and financial statements, report budget variances as requested, understand the club’s financial statements, and coach direct reports on their department financials.
Maintain working knowledge of Club Automation, Paylocity, goHappy, HubSpot, HappyFox, Campsite, and other operational software.
Review quarterly Facility Walkthrough Reports and ensure identified issues, shortfalls, and training needs are addressed promptly; recognize opportunities as appropriate.
Approve or deny expense requests within the GM’s spending authority, refer requests above that authority to the Regional Manager, and ensure purchasing follows company procedures.
Ensure adequate club coverage and supervision and adherence to payroll budgets by reviewing and approving schedules and implementing the Manager-on-Duty program.
Ensure Manager-on-Duty participants are trained and department heads accurately submit bi-weekly payroll information on time.
Use quarterly action plans with department heads to guide priorities, provide coaching and feedback, monitor progress, and report results.
Ensure newsletter submissions and monthly club schedule changes are accurate, well-written, and submitted on time.
Attend and actively participate in acac’s semi-annual General Manager meetings.
Hold regular department-head meetings at least monthly, with weekly or bi-weekly meetings preferred; ensure department heads hold team meetings at least quarterly; conduct at least two all-staff meetings annually.
Ensure compliance with safety, health, and business laws and regulations; ensure team members are trained in safety and emergency protocols and follow the Incident Reporting system.
Handle escalated member-service and human-resources issues, seeking home-office guidance when needed.
Take ownership of personal growth and development and seek learning opportunities and challenges.
Provide FiveStar service to members, guests, and team members; maintain knowledge of acac, local competitors, and the athletic-club, fitness, and hospitality industries.
Build working relationships with other General Managers, Regional Managers, and home-office team members; complete assignments on time, implement home-office directives, and follow company policies.
Follow company expectations, including assisting with club cleanliness, attending mandatory Personal Training meetings, supporting assigned Service Days and club events, promptly responding to work-related correspondence, and delivering outstanding member and guest service.