Sales and Service Manager

24 Hour Fitness • Honolulu, HI

32d • Onsite

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 the company’s offerings, and focus on member acquisition and retention. The role reviews processes and team effectiveness, drives guest and member engagement, and meets sales revenue goals.

The SSM leads the Sales and Service team, manages its performance and schedule, and is accountable for department targets, including new member sales, fitness revenue, retail, and member retention. The role drives club sales, develops business plans with the General Manager, sets sales goals, coordinates local marketing, manages leads, and helps onboard new members. The SSM also partners with the General Manager and Personal Training team to provide a member-centric experience, promote fitness offerings, and resolve member concerns.

The SSM reports to the General Manager. 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 Commission Plan, and Membership Sales Commission Plan. The position requires working in a club environment and availability to travel 10% of the time for training and meetings.

Requirements

• High school diploma or GED.
• 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 and ability to execute and prioritize 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, prepare documents, enter data, and read and interpret general and financial reports from a database or email system.
• 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.
• Availability to travel 10% of the time for training and meetings.

Nice To Haves

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

Responsibilities

• Hire, train, and foster the continuous development of Sales and Service team members.
• Lead team members in offering products and services tailored to members’ individual needs; model relationship building and serve as a subject matter expert.
• Assess, give feedback to, and coach team members; oversee ongoing training and share relevant industry updates.
• Manage the performance, engagement, and personnel matters of Sales and Service team members.
• Manage the team schedule within budgeted hours to ensure adequate coverage.
• Attain department targets, including new member sales, fitness revenue, retail, and member retention.
• Drive new sales efforts, including 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; address revenue gaps and adjust team execution 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 and communicate current marketing campaigns to members and prospective members.
• Ensure new members are onboarded with a plan to support their health and wellness goals.
• Meet 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 maintaining a clean, friendly, and well-maintained club.
• Partner with the Personal Training team on company fitness initiatives to 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.

Benefits

• Eligible to participate in the Club Team Bonus Plan.
• Eligible to participate in the Fitness Sales Commission Plan.
• Eligible to participate in the Membership Sales Commission Plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED