Regional Operations Manager

Flynn Group•Lynchburg, VA

33d•Hybrid

About The Position

Reporting to the Regional Director, the Regional Manager will be responsible for operational support and training as required for all clubs with special attention to underperforming clubs. This position plays a critical role in upholding our standard of cleanliness and customer service by working with managers and staff inside the Judgement Free Zone®.

Requirements

2+ years of management experience
Excellent interpersonal and communication skills
Ability to keep employees motivated and engaged
Ability to travel to multiple locations
Training Manager certification via Planet Fitness University

Nice To Haves

Customer Service: communicates and interacts with customers (including coworkers and the public) in a way that exceeds the customer’s wants and needs.
Listening: actively listens to customers (including coworkers and the public) empathizes (sees the situation from the customer’s perspective) and works together to solve the problem.
Problem Solving: recognizes and defines problems; analyzes relevant information; encourages alternative solutions and plans to resolve situations; seeks additional assistance when needed.

Responsibilities

Develop club managers in your region to be independent, successful managers of their business. Teach them how to utilize tools in place and hold them accountable to results. Provide your team with ‘+1 service’.
Facilitate annual performance reviews for your team, assign goals based on business trends and personnel performance.
Responsible for assisting managers in developing talent and building a pipeline for future growth. Be accountable for your team’s knowledge of critical information and their participation in training and ongoing development.
Regional manager should spend majority of time in assigned locations, with Friday as an optional day in the Riverdale office as needed. Data observed or information taught each week should be reviewed and presented to regional directors. This includes reviewing daily balance sheets daily to observe trends in BCM%, secondary billing %, closing %, and tour %. Through that discussion the regional manager would work with his/her director to develop plan for club improvement.
Schedule should be written a week in advance. Regional managers should leverage observations from the week prior when looking to build out plan for week ahead.
Monthly, regional managers should meet individually with each manager to review BCM%, secondary billing%, Closing % and Tour %. In addition, a ‘look back’ meeting should also compare results from month prior and set goals for future success. Regional managers are required to hold their team accountable to business metrics and provide support in areas of opportunity.
Conduct/review mystery shops and info calls monthly. Follow up with club managers to provide feedback and coach for improvement. Keep record of monthly improvement or lack thereof and coach managers as needed.
Provide regular feedback to regional director based on your interaction with staff in your clubs. Use observation and this feedback to determine what would be helpful for managers to learn more about assisting with monthly training for club managers, assistant managers and member services employees.
Assess business of underperforming clubs. Work with regional director to insure SOPs are in place. Develop strategy to improve business and see through implementation with club manager.
Review all on-line/social complaints and work with management team to assess and adjust business practice as required. Platforms include: online, BBB, PFATL and all social media platforms.
Club visits should consistently include observation of the following: service queue, fitness EMS, balance sheets, customer service calls, member surveys, online feedback, info calls. Additionally, regional managers should focus on initiatives or opportunities specific to each club. Club visit notes should be sent to Regional Director and COO on a Weekly basis.