To assist General Manager in operations by working with Department Heads and overseeing general club performance. To lead, manage and train club staff according to the company's Mission, Vision, Pillar of Success, Service Standards, Sales Systems and Business philosophy and continually provide optimal performance for; net member growth and retention, and club profitability. Work collaboratively with the other AGM when present in club.
Reports to: General Manager
Responsibilities Include But Are Not Limited To:
To Get & Keep Members
Provide the highest quality of customer service to all members by greeting them with a welcoming, friendly, energetic and positive attitude at all times. Use the member's name as often as possible.
Know and adhere to policies as outlined in the training and policy Manuals. Know club emergency response protocol and be prepared to act. Exercise sound judgment with safety as a priority.
Abide by the Service Standards set for your Department.
Attend mandatory meetings.
Arrive 5 minutes early in proper uniform.
To ensure exceptional customer service by hiring, training and maintaining a proactive, efficient, professional and friendly staff.
Communicate all promotions, activities and developments in all departments within the club to members.
Schedule staff to provide appropriate coverage within the limitations provided by management.
Respond in a timely manner and satisfactory way to members concerns or comments.
Attend Department Head meetings and inform staff of developments and upcoming events within the club.
Ensure that the staff is meeting the expectations of the club Manager.
Hold regularly scheduled department meetings for ongoing training and sharing of information. Must turn in the minutes of each meeting to the GM/AGM.
Accurately complete new hire paperwork and submit to the GM for approval to submit to Corporate before placing a new employee on the schedule.
Maintain current personnel records on staff, perform administrative duties and properly complete required paperwork.
Schedule an orientation for new employees.
Use disciplinary action when necessary and properly document such action. Terminate substandard employees.
Develop, implement and evaluate department goals on a regular basis.
Review and provide constant feedback on job performance.
Communicate effectively with and provide constructive feedback to all department heads and management staff.
Use proper chain of command and ensure staff does the same.
Set the example of professional behavior and exceptional customer service for all staff members.
Assist General Manager in club supervision.
Help plan and promote club activities.
Review new hire packets for thoroughness and accuracy and submit to General Manager for approval.
Maintain knowledge of front desk paperwork and assist in daily paperwork, deposits, and end of the month paperwork.
Sign and check all paperwork completed by sales staff when Sales Manager is not present.
Collect and review monthly schedules from each department by the 24th of the preceding month.
Other duties as reasonably assigned.
American Family Fitness