Operations Manager

24 Hour Fitness Worldwide, Inc. Santa Cruz , CA 95065

Posted 2 months ago

LOCATION 1261 Soquel Avenue Santa Cruz CA 95062

At 24 Hour Fitness we are committed to our mission of helping people-team members and members alike-to become the best version of themselves. We've changed the landscape of the fitness industry and pioneered the concept that fitness can be accessible, affordable and a way of life for everyone. We're looking for committed and dedicated individuals to help grow our business, so that we can share the promise of 24 Hour Fitness with more people.

Description :

The Operations Manager (OM) ensures that the club delivers the best guest and member experience.

  • Responsible for communicating and upholding company standards and leading by example for delivering the 24 Hour Fitness Service Promise; manage a clean, friendly and well maintained club

  • Ensure that team members consistently execute the basics in punctuality, dress code friendliness and cleanliness

  • Major emphasis is to support member retention by advocating for the best member experiences and operational processes in the club

  • Hires, trains and develops a strong team of Service Representative and Kids' Club professionals that delivers on company goals and reflects its values

  • Responsible for the successful attainment of department targets (e.g. member service, cleanliness, revenue, and retention)

  • Ensures that the facility is well equipped, and provides a clean and safe environment for both members and employees

  • Depending on the club revenue size, these activities may be entirely delegated to assistant managers and staff (in larger clubs), occur only infrequently (in mid-size clubs), or may require routine direct involvement (in smaller clubs)

Essential Duties & Responsibilities :

  • Service Management

  • Ensure that all club members are delivered a high member service experience

  • Proactively engage club member base, regularly greet and interact with members, and conduct member satisfaction surveys under company guidelines

  • Resolve member concerns and complaints in a professional manner within 24 Hour Fitness corporate and club parameters

  • Monitor club facilities for appearance and equipment and resolve or escalate issues that detract from the member experience

  • Assist GM in providing direction to third party janitorial service

  • Instill a sense of common responsibility and teamwork across club functions to improve the member and team member experience

  • Club Administration

  • Drive club efforts in achieving revenue goals in Retail, Drink, Juice Bar and ancillary revenue

  • Work with GM in planning and implementation of promotions and merchandising

  • Ensure that retail is optimally merchandised and displayed and that merchandise transfers take place according to company policy and procedure

  • Ensure Kids' Club team members follow all policies and procedures to ensure a safe environment for our member's children

  • Ensures the proper adult to child ratio is enforced in Kids' Club at all times

  • Ensure that only team members who have completed the appropriate training work in Kids' Club

  • Implement new operational procedures in the club and follow-up with compliance checks by monitoring club systems and employee performance

  • Mediate club team member relations matters for all club operations team members

  • Ensure that systems procedures are accurately followed: proper POS procedure, desk set up, File Organization, Member Check-in, Computer Check-in, Telephone Inquiry, Guest Registration, Master Appointment Book, Cash Handling, Member ID Cards, Fitness Assessment scheduling, etc.

  • Maintain an efficient 'back office'. To achieve this objective, the OM will oversee the following activities, which may be primarily be done by an Assistant Operations Manager

  • Review agreements and prepare daily paperwork for forwarding to agreement administration and cash control

  • Make daily banking deposits

  • Order and maintain all supplies

  • Supervise point-of-sales (POS) operations and file daily and weekly club revenue reports

  • Responsible for proper inventory receiving and inventory control activities per company guidelines. Prepare inventory reports

  • Staffing and Development

  • Maintain a fully engaged and high performing member service team that aligns with company values and goals

  • Hire (with GM approval) qualified Front Desk, Kid's Club staff, and Group X Instructors

  • Manage Front Desk, Kid's Club, and Group X Instructor schedule within budgeted hours submitted to and approved by GM

  • Train & develop Front Desk, Kid's Club staff, and Group X Instructors on 24 Hour Fitness member service SOPs and objectives

  • Conduct weekly (or as-needed) meetings with direct reports to review performance and offer direction, motivation and guidance toward achieving individual and company goals. Offer career growth and advancement opportunities

  • Coach staff under the guidance of the General Manager and consult with the Area Human Resources Manager for additional direction when necessary

  • This position directly manages the following positions inside the club:

  • Service Representative (3-9)

  • Service Representative Night (2-3)

  • Kid's Club Supervisor (1-2)

  • Kid's Club Attendant (2-7)

  • Group X Instructors

Qualifications :

  • 1-2 years as customer service / operations associate

  • Preferred: Prior management experience in retail/hospitality industry leading 3-10 employees

  • Face-to-face customer service experience.

  • Strong interpersonal and communication skills, including proper telephone etiquette

  • Possesses strong organizational skills to execute and prioritize multiple tasks

  • Understands basic record keeping practices and procedures

  • Experience operating office equipment such as computers, calculators, and photocopiers. Must be computer proficient with basic skills in Word and Excel

Certifications / Educational Requirements :

  • High School diploma or General Educational Development (G.E.D.)

  • Bachelor's Degree preferred

  • Bilingual - Spanish preferred

  • Cardiopulmonary Resuscitation (CPR) and Automated External Defibrillator (AED) certification required

  • California Team Members must be registered on the TrustLine Registry

Physical Requirements :

  • Ability to work in club office; move about club floors and rooms; review, revise, create club paperwork; communicate with employees, members, and the public

  • Ability to access and operate Company computer system including prepare documents, enter data into computer system, read reports from a computer data base or email system

Work Environment :

  • While performing the duties of this job, regularly exposed to moving mechanical parts

  • The noise level in the environment is occasionally loud

  • Extended workdays are a frequent occurrence, as are weekends and holidays as needed to support the business

Work Environment :

  • Must be able to travel by car and airplane up to 10% of the time

This position description intends to describe the general nature and level of work being performed by people assigned to this job. It is not intended to include all duties and responsibilities. The order in which duties and responsibilities are listed is not significant.

FUNCTIONAL GROUP Fitness

FULL-TIME Full-time


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Operations Manager

24 Hour Fitness Worldwide, Inc.