Sales and Service Manager

24 Hour Fitness•Kaneohe, HI

About The Position

The Sales and Service Manager (SSM) ensures the club delivers an outstanding, well-rounded sales and service experience to guests and members by offering membership, fitness, and retail products and services. The SSM hires and develops team members who build relationships, communicate the value of company offerings, and focus on member acquisition and retention. The role reviews team and process effectiveness, supports guest and member engagement, and is accountable for sales revenue goals. The SSM leads and develops Sales and Service team members, oversees training and performance, manages team schedules within budgeted hours, and is responsible for departmental targets. The manager drives club sales, develops and reviews business plans and sales results with the General Manager, sets sales goals, coordinates local marketing, manages leads, and supports new-member onboarding. In partnership with the General Manager and Personal Training team, the SSM helps deliver a member-centric club experience, promotes fitness offerings, maintains a clean and welcoming environment, and resolves member inquiries and complaints. The position reports to the General Manager, and Sales and Service Experts and Sales and Service Associates report directly to the SSM. Team members in this role are eligible to participate in the Club Team Bonus Plan, Fitness Sales, and Membership Sales Commission Plans.

Requirements

High school diploma or GED required.
Current CPR and AED certifications from an approved organization.
Positive and productive leadership skills, including motivating, coaching, and communicating with diverse groups.
Strong member-centric focus and comfort engaging with members in person.
Professional responses to requests and inquiries from guests, members, and team members.
Strong organizational skills to prioritize and execute multiple tasks.
Ability to work in a club office and move about club floors and rooms.
Ability to communicate with members by telephone.
Ability to access and operate company computer systems, including document preparation and data entry, and to read and interpret general and financial reports from databases or email.
Ability to work a varied schedule to support business needs; frequent extended workdays, weekends, and holidays may be required.
Ability to work in a loud environment and around moving mechanical parts.
Availability to travel 10% of the time for training and meetings.

Nice To Haves

Bachelor's degree preferred.
Prior management experience in the service sales industry leading 4–10 employees preferred.
1–2 years of experience in service sales preferred.
Fitness industry experience preferred.

Responsibilities

Hire, train, and continuously develop Sales and Service team members.
Lead team members in providing members with product and service offerings tailored to their individual needs.
Model relationship building and product and service offerings, and act as a subject matter expert for the team.
Assess, provide feedback to, and coach team members; oversee ongoing training and share relevant industry updates.
Manage team performance, engagement, personnel matters, and schedules within budgeted hours.
Attain department targets, including new member sales, fitness revenue, retail, and member retention.
Drive club sales for new memberships, EFT, point-of-sale fitness packages, retail, and club-specific offerings.
Develop business plans and review weekly sales numbers and club statistics with the General Manager; identify revenue gaps and adjust execution strategies as needed.
Set monthly, weekly, and daily sales goals for Sales and Service team members.
Develop, execute, and coordinate local club marketing activities; generate new business through lead management.
Maintain knowledge of marketing campaigns and communicate them to members and prospective members.
Ensure new members are onboarded with a plan to support their health and wellness goals.
Consistently achieve or exceed personal and team sales goals.
Partner with the General Manager to provide a member-centric experience tailored to guest and member needs.
Lead by example in providing a clean, friendly, and well-maintained club.
Partner with the Personal Training team to execute fitness initiatives that improve member experience and meet club financial targets.
Engage members with personal training, group exercise classes, and 24GO digital content.
Resolve member inquiries, concerns, and complaints professionally within company and club parameters.