At Crunch Fitness we are committed to helping our team members and members to become the best version of themselves. We're changing the landscape of the fitness industry and believe that fitness can be accessible, affordable and a way of life for everyone.
There are no Judgments here = not too much or not enough, no stares of disapproval. Here we keep open minds. We are nurturers.
We seek only to encourage, empower and entertain. There is no one type. There is no one reason.
There is no one way. What we are is a diverse community; what we have is a culture of fun; what there is, is room for everyone;all kinds of people with all kinds of goals who've chosen to reach them with us. We're looking for committed and dedicated individuals to help grow our business, so that we can share and spread our "NO JUDGMENTS" philosophy with more people.
The Operations Manager (OM) ensures that our clubs deliver the best guest and member experience.
Responsible for communicating and upholding company standards and leading by example for delivering the Crunch Fitness "NO JUDGMENTS" philosophy and delivering what our members want most; clean clubs, friendly helpful team members and a highly 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
Work closely with club manager to hire, train and develop a strong team of Member Service Representatives, Kids' Club professionals and Porters that deliver on company goals and reflects our "NO JUDGMENTS" philosophy.
Responsible for the successful attainment of department targets (e.g. member service, cleanliness, revenue, and retention)
Work closely with club manager to ensure that the facility is well equipped, and provides a clean and safe environment for both members and employees
Essential Duties & Responsibilities :
Ensure that all club members receive exceptional 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 Crunch Fitness corporate and club parameters
Monitor club facilities for appearance and equipment and resolve or escalate issues that detract from the member experience
Instill a sense of common responsibility and teamwork across club functions to improve the member and team member experience
Drive club efforts in achieving revenue goals in Retail, Drink and ancillary revenue
Work with club manager 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 ( if club has Kids Club)
Ensures the proper adult to child ratio is enforced in Kids' Club at all times ( if club has Kids Club)
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 all systems and standard operating procedures are accurately followed
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
Assist club manager to train & develop Front Desk, Kid's Club staff.
Conduct 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 club manager District Manager and consult with the Human Resources Manager for additional direction when necessary
1-2 years as customer service / operations
Preferred: management experience in fitness, retail or 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 but not required
Cardiopulmonary Resuscitation (CPR) and Automated External Defibrillator (AED) certification required
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 Operations