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.
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.
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.
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.
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.
BA or BS degree (preferred) .
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.
Town Sports International Holdings Inc