Lead Manager-on-Duty

ACAC Midlothian•Midlothian, VA

13d•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: (1) ensure the club (and each department) opens/closes on time every day, with all opening/closing checklists completed and all acac standards and policies followed; (2) provide FiveStar service on the fitness floor and throughout the club, conducting full-facility walkthroughs at prescribed intervals to ensure cleanliness, safety, staffing, HR/uniforms, and operational standards are met; (3) be the "first responder" for any member or team member incident, accident, or problem, as well as for other emergencies such as power outages, fires or fire alarms, extreme weather, equipment breakdowns, and so forth; and (4) be knowledgeable in every club department and able to cover for rest/meal breaks or no-shows when a Department Head is not on duty.

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
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

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.