Lead Manager-on-Duty (Full-time)

Acac • West Chester, PA

6d • Onsite

About The Position

The Lead Manager-on-Duty (LMOD) is responsible for recruiting, hiring, training, scheduling and supervising the Manager-on-Duty (MOD) team. The LMOD trains all MODs to ensure the club opens/closes on time, provides FiveStar service, acts as the first responder for incidents and emergencies, and is knowledgeable in every club department to cover breaks or no-shows. This role involves operating within a payroll budget, working regular MOD shifts, and responding to all emergencies. The LMOD will circulate throughout the Fitness Center, providing service to members, enforcing policies, and maintaining cleanliness. Regular facility walkthroughs are required to ensure all departments meet standards. Specific duties extend to various departments including Indoor Aquatics, Locker Rooms, Group Exercise, Café, Front Desk, Kids Zone, Outdoor pools, and other areas as applicable. The LMOD will also assist with class attendance monitoring, provide tours to prospective members, manage POS drawers, and submit repair tickets. A key aspect of the role is to be a role model for the acac and FiveStar culture, coaching team members on service delivery. Working knowledge of Club Automation, Paylocity, goHappy, and HappyFox is expected. The position also involves taking ownership of personal growth and development. All MODs are required to submit an end-of-shift report. This position will assist the Regional Manager (RM) and Assistant General Manager (AGM) with a variety of tasks and projects.

Requirements

• Experience in high-end, resort-style, family-oriented facilities (health club, hospitality or similar industries) is preferred.
• Successful experience as a Manager-on-Duty is preferred.
• Leadership and coaching skills.
• Experience working in a fast-paced, service-based role is preferred.
• Experience handling emergency situations is helpful.
• Excellent verbal communication (speaking and listening) skills.
• Skilled and at ease in dealing with customer service or employee relations situations.
• Able to work with minimal supervision.
• Able to master the basic operational knowledge and skills for multiple departments.
• Friendly, outgoing, energetic, enthusiastic and motivational.
• Honest, trustworthy and ethical.
• Creative and resourceful.
• Problem-solver.
• Critical eye for cleanliness/maintenance.
• College Degree preferred.
• First Aid/CPR certification required within 90 days of hire date.

Nice To Haves

• Experience in high-end, resort-style, family-oriented facilities (health club, hospitality or similar industries) is preferred.
• Successful experience as a Manager-on-Duty is preferred.
• Experience working in a fast-paced, service-based role is preferred.
• Experience handling emergency situations is helpful.
• College Degree preferred.

Responsibilities

• Recruit, hire, train, schedule and supervise all MODs (estimated administrative time of 10 hours per week).
• Operate within the payroll budget allotted for MODs.
• Work regular MOD shifts for 25-30 hours per week.
• Carry a walkie and MOD key ring at all times; answer all walkie calls immediately.
• Ensure all departments are properly staffed and all team members are wearing a name badge and standard uniform.
• Help call in additional staff when needed or send home team members when overstaffed (in the absence of a Department Head).
• Respond to all emergencies (incidents, accidents, altercations, code calls, power outages, fire alarms, extreme weather, equipment breakdowns, etc.) quickly, prepared to take charge and properly handle and resolve the situation.
• Properly complete and distribute an Incident Report to document the situation.
• Circulate throughout the Fitness Center, providing service to members, enforcing workout etiquette and club policies, re-racking weights and storing fitness accessories, cleaning equipment, and submitting repair tickets for out-of-order equipment.
• Spend the majority of shift time in Fitness, when not completing other responsibilities.
• Every 90 minutes or so, complete a full facility walkthrough, checking in with each department to ensure cleanliness, neatness, fully stocked amenities, no facility or safety issues, no member issues, no policy infractions, and all team members wearing name badges and proper uniforms.
• Specific to the below departments, do the following: Indoor Aquatics - if Lifeguard(s) present, check in with them and assist with requests if needed. If SAYOR, ensure all swimmers are safe and perform a water chemical check if needed. Locker Rooms - check in with the Locker Room Attendants; verify if caught up on towels and other locker room duties; assist with requests as needed. Group Exercise - ensure studio floors are clean, dry and free of debris and all equipment is properly stored. Café - check that display coolers are properly stocked, tables and chairs wiped down and neatly arranged, and counters neat and clutter-free. Front Desk - ensure team is offering warm welcomes and parting wishes, properly answering phones, and controlling club access. Kids Zone - confirm proper ratios and no issues. Outdoor pools - check in with Head Lifeguard, confirm guards are in proper places on the pool deck(s), assist with requests as needed, ensure pool furniture is clean and neatly arranged. Other areas where applicable by club (Basketball, Tennis and Sports Courts, Spa, Adventure Central, Rooftop Decks, Recovery Center, Outdoor/Turf Fields, Waterparks, Outdoor Cafes, Parking Lots) - confirm the areas are clean and in good condition, and members are following club policies.
• Assist the Group Exercise department with class attendance monitoring/enforcement for classes that are at or near capacity with registrations (when the Group Exercise Director is not available).
• Check class registrations at the start of shift and print out the registration lists for full classes to check off names as participants enter the studio.
• Do not allow overflow (over capacity) with non-registrants.
• Provide tours to prospective members when the Membership Team is not on duty.
• Collect the prospect's contact information and pass on to the Membership Director.
• Ensure all POS drawers are properly stocked.
• Hand out starting banks as needed and collect/deposit cash bags at closing time.
• Submit facility tickets in HappyFox for any repair or maintenance issues noted during a walkthrough.
• Be a role model for the acac and FiveStar culture - help coach team members on delivering FiveStar service to members and each other.
• Have a working knowledge of Club Automation, Paylocity, goHappy and HappyFox.
• Take ownership of your personal growth and development; seek new challenges and learning opportunities.
• All MODs submit an MOD Report via email at the end of each shift, using the acac -provided template.
• Provide FiveStar service at all times - to club members, guests, and all club team members.
• Establish solid working relationship with all Department Heads.
• Complete assignments and projects by requested deadlines.
• Know and adhere to all company policies and procedures.
• Occasional reaching, bending and kneeling, and lifting of weights up to 75 lbs.
• Continual standing and walking - throughout shift.
• Work schedule may vary - MOD shifts cover from club opening to closing, seven days a week.
• Read, sign, and abide by the policies included in the Team Member Handbook.
• Park in team member designated areas.
• Club cleanliness is an all-team responsibility; assist whenever necessary in any area of the club to keep club neat and clean.
• Attend mandatory Personal Training meetings.
• Assist with Service Days, as assigned by Supervisor.
• Assist with club programs, special events, or activities, as assigned by Supervisor.
• Promptly respond to work-related correspondence.
• Exhibit a positive attitude at all times.
• Deliver outstanding service to members and guests, following acac’s FiveStar principles.

Benefits

• Paid Time Off
• Complementary Gym Membership for the entire family
• Medical, Dental & Vision plans
• Voluntary Life Insurance & Short-Term Disability coverage’s
• Supplemental Accident & Critical Illness plans
• Employee Discount on Personal Training, Swim lessons, Cafe & Logo Shop Purchases, and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree