General Manager

Town Sports International Holdings Inc Marlboro , NJ 07746

Posted 1 week ago

Overview

The General Manager (GM) is responsible for ensuring the smooth, efficient and profitable operation of a club with a focus on driving membership sales. The GM directly reports to the Business Director or Business Manager (BD/BM). The GM will also work closely with and receive direction and guidance from the Fitness Director. The GM directly manages all other club managers, a team of sales professionals, and any other team members in the club who do not report to a Customer Service Manager, Fitness Manager or Program Manager.

The General Manager role achieves success through embodying our core competencies (Create the TSI Environment, Build a High Performing Team, Achieve Measurable Results).

Create the TSI Environment

Models the core attributes of a successful employee with the utmost integrity, lives the mission and empowers others to do the same; focused on building meaningful relationships with members, their kids and team members.

Responsibilities include:

  • Modeling and promoting the Clubhouse Rules.

  • Being available to team members to address questions and concerns.

  • Ensuring that the club provides high levels of customer service, a consistently clean club, friendly service and responds to member feedback.

  • Creating a strong sense of team by fostering collaboration, communication and alignment amongst team members.

  • Actively listening to member and employee concerns, addressing issues before they become problems.

  • Adhering to all TSI policies and procedures including, but not limited to timeliness, codes of conduct, uniforms and timekeeping. Setting expectations around the same for team members.

Build a High Performing Team

Actively facilitates self and team member development; constantly seeking new ways to build skills and competency; elevates the brand experience.

Responsibilities include:

  • Creating an environment where employees thrive and look forward to coming to work.

  • Sourcing, recruiting and onboarding qualified team members

  • Delivering relevant and effective coaching, training, feedback and performance management directly to team members.

  • Overseeing other club managers' management of team members and partner as necessary to provide coaching and development.

  • Creating robust development plans for team members who want to take on stretch assignments or progress to another role.

  • Executing daily club walkthroughs and following through on any deficiencies identified during the process.

  • Analyzing member feedback sources to determine improvements in processes and service.

  • Regularly interacting with members to obtain, assess and address information on member needs, expectations and levels of satisfaction.

  • Responding to member requests and inquiries in a timely manner.

Achieve Measurable Results

Meets and exceeds company goals and metrics surrounding employees and members; never satisfied with the status quo.

Responsibilities include:

  • Hitting all key metrics in sales, revenue, retention and cost management.

  • Reviewing and analyzing club profit and loss statements and other financial reports daily to ensure club is on track to meet sales and cost goals.

  • Setting daily, weekly and monthly sales, revenue and retention goals (including fitness) and monitor club's performance towards goals.

  • Effectively managing costs, including (but not limited to) costs for labor, supplies and equipment.

  • Ensuring fitness products and services offered in clubs are aligned and consistent with the company's overall fitness strategy.

  • Administering scheduling and bi-weekly payroll for direct reports and overseeing such administration by other club managers.

Requirements

Required Skills and Experience:

  • 3-5 years of management experience in a fitness, hospitality or retail environment, including direct experience in profit and loss management, revenue generation and people management.

  • Physical demands include ability to regularly walk through all areas of the club, and bending and lifting (e.g., picking up towels, restacking of weights, moving of equipment as necessary).

  • Able to work a full-time flexible schedule that meets the needs of the business, including mornings, evenings, holidays, weekends and 12-hour close-out shifts.

  • AED/CPR Certified.

  • BA or BS degree (preferred) .

Scheduling Requirements:

Due to the nature of the business, Town Sports has specific scheduling guidelines for this position.

  • Team Members are required to work 3 out of the last 4 days of the month, with the last day of the month being mandatory.

  • TSI does not authorize vacation time in the months of January or September.

  • This position does not have a set schedule month-to-month and is subject to changes based on the needs of the business.

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General Manager

Town Sports International Holdings Inc