Operations Manager

Crunch • Eagle, ID

83d

About The Position

The Operations Manager (OM) 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 manager to hire, train and develop a strong team of Member Service Representatives, Kids' Club professionals and Porters 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 manager 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
• Preferred: management experience in fitness, retail or hospitality industry leading 3-10 employees
• 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.)
• Bachelor's Degree preferred but not required
• Cardiopulmonary Resuscitation (CPR) and Automated External Defibrillator (AED) certification 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 and ancillary revenue
• Work with club manager 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 (if club has Kids Club)
• 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 manager to 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
• Coach staff under the guidance of the club manager District Manager and consult with the Human Resources Manager for additional direction when necessary

Benefits

• A competitive salary with benefits
• Complimentary Club membership
• Employee discounts
• Flexible schedules

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Amusement, Gambling, and Recreation Industries
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees