Operations Manager

Browns Fit•Cleveland, OH

23d•Onsite

About The Position

The Operations Manager (OM) ensures that the club delivers the best guest and member experience. Responsible for communicating and upholding company standards and leading by example for managing a clean, friendly, and well-maintained club. Ensures 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. Hires, trains, and develops a strong team of Member Services, Recovery Lounge, and Fuel Zone professionals that delivers on company goals and reflects its values. Responsible for the successful attainment of department targets (e.g. customer service, cleanliness, Fuel Zone (if applicable) and Recovery Lounge revenue, and member retention). Ensures that the facility is well equipped and provides a clean and safe environment for both members and employees.

Requirements

Communicating and upholding company standards
Leading by example for managing a clean, friendly, and well-maintained club
Ensuring team members consistently execute the basics in punctuality, dress code, friendliness, and cleanliness
Supporting member retention by advocating for the best member experiences and operational processes
Hiring, training, and developing a strong team of Member Services, Recovery Lounge, and Fuel Zone professionals
Achieving department targets (e.g. customer service, cleanliness, Fuel Zone (if applicable) and Recovery Lounge revenue, and member retention)
Ensuring the facility is well equipped and provides a clean and safe environment for both members and employees
Ensuring that all club members are delivered a high member service experience
Proactively engaging club member base, regularly greeting and interacting with members, responding to member emails, and efficiently resolving shift report requests
Resolving member concerns and complaints in a professional manner within club parameters
Monitoring club facilities for appearance and equipment and resolving or escalating issues that detract from the member experience
Assisting General Manager (GM) in providing direction to third party janitorial service
Instilling a sense of common responsibility and teamwork across club functions to improve the member and team member experience
Driving club efforts in achieving revenue goals in Fuel Zone (if applicable)
Driving club efforts in achieving revenue goals in Recovery Lounge
Working with GM in implementation of promotions and merchandising
Ensuring that team members have completed the appropriate HR training
Implementing operational procedures in the club and following up with compliance checks by monitoring club systems and employee performance
Mediating club team member relation matters for all club operations team members
Ensuring that systems procedures are accurately followed: proper POS procedure, desk set up, file organization, member check-in, telephone inquiry, guest registration, ups sheet, cash handling, member ID cards, etc.
Making daily banking deposits
Ordering and maintaining all supplies
Supervising point-of-sales (POS) operations
Maintaining a fully engaged and high performing member service team that aligns with company values and goals
Hiring (with GM approval) qualified Member Services, Recovery Lounge and Fuel Zone staff
Managing Member Services, Recovery Lounge and Fuel Zone staff schedule within budgeted hours submitted to and approved by GM
Conducting monthly meetings with direct reports to review performance and offer direction, motivation, and guidance toward achieving individual and company goals
Coaching staff under the guidance of the GM and consulting with the corporate office for additional direction when necessary
Performing other duties as required.

Responsibilities

Ensure that all club members are delivered a high member service experience
Proactively engage club member base, regularly greet and interact with members, respond to member emails, and efficiently resolve shift report requests
Resolve member concerns and complaints in a professional manner within club parameters
Monitor club facilities for appearance and equipment and resolve or escalate issues that detract from the member experience
Assist General Manager (GM) in providing direction to third party janitorial service
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 Fuel Zone (if applicable)
Drive club efforts in achieving revenue goals in Recovery Lounge
Work with GM in implementation of promotions and merchandising
Ensure that team members have completed the appropriate HR training
Implement operational procedures in the club and follow-up with compliance checks by monitoring club systems and employee performance
Mediate club team member relation matters for all club operations team members
Ensure that systems procedures are accurately followed: proper POS procedure, desk set up, file organization, member check-in, telephone inquiry, guest registration, ups sheet, cash handling, member ID cards, etc.
Make daily banking deposits
Order and maintain all supplies
Supervise point-of-sales (POS) operations
Maintain a fully engaged and high performing member service team that aligns with company values and goals
Hire (with GM approval) qualified Member Services, Recovery Lounge and Fuel Zone staff
Manage Member Services, Recovery Lounge and Fuel Zone staff schedule within budgeted hours submitted to and approved by GM
Conduct monthly meetings with direct reports to review performance and offer direction, motivation, and guidance toward achieving individual and company goals
Coach staff under the guidance of the GM and consult with the corporate office for additional direction when necessary
Perform other duties as required. Employee responsibilities are subject to change at any time.