Assistant General Manager

About the role

The Assistant General Manager (AGM) is a non-exempt position. The AGM partners with and supports the General Manager (GM) to ensure the efficient and effective operation of their club, focusing on driving net revenue gain through net membership gain, steady increase of average dues, and ancillary growth. The AGM does not have direct reports; the GM is responsible for the performance management of all club positions. The AGM assists in developing club employees and supports managing all elements of the club’s profit and loss statements while ensuring consistent execution of daily workflows.

Responsibilities

• Performance Management
  • Hold yourself and the team accountable to high standards of operational excellence.
  • Support team development through coaching and feedback to drive profitability and key performance indicators.
  • Assist in assessing employee performance and provide ongoing, constructive feedback.
  • Handle courageous conversations and employee discipline as needed, following company policy.
  • Develop rapport with employees using a situational leadership mentality.
• Sales Analysis and Results
  • Support the GM in achieving club revenue plans, including EBITDA, net member gain, and net electronic funds transfer (EFT).
  • Review and analyze club sales on a daily, weekly, and monthly basis.
  • Use data to project sales, determine profitability, and set revenue/retention goals.
  • Assess new business opportunities and execute strategies to improve sales, productivity, and profit.
• Employee Recruitment and Development
  • Own the recruitment, training, and development of qualified club personnel in conjunction with the GM.
  • Onboard new employees using proper immersion plans to set clear expectations.
  • Create an open environment where employees are empowered to ask questions and progress in their roles.
  • Identify opportunities for improvement through training, strategies, and goal-setting.
  • Support the GM in sourcing, interviewing, and qualifying applicants.
• Leadership
  • Model and promote the NYSC mission and values with pride and integrity.
  • Promote a results-driven culture by setting clear expectations and holding employees accountable.
  • Lead by example, demonstrating core values and a service-based leadership mentality.
  • Spend time on the floor interacting positively with employees, members, and guests.
  • Inspire cooperation and influence behavior using business acumen.
• Club Operations
  • Ensure Member Experience Walkthroughs (MEW) and Figure 8’s are completed daily to address customer-facing issues.
  • Review and adhere to all NYSC policies, procedures, and codes of conduct.
  • Schedule and direct regular meetings and events to share information and review goals.
  • Inspect clubs to ensure security, safety, and compliance with environmental codes.
  • Partner with the GM to resolve incidents and drive sales while minimizing operating expenses.
  • Maintain awareness of loss prevention matters (e.g., emergency doors, alarms).
  • Foster community involvement through outreach activities.
  • Ensure a clean, presentable club and a friendly, inviting customer experience.
  • Perform system transactions related to member enrollment, retention, and cancellations.
  • Organize and supervise club team schedules in the absence of the GM.
• Customer Service
  • Support the development of a customer service culture to achieve an exceptional experience.
  • Empower employees to create an excellent customer service experience.
• Communication
  • Maintain open and effective communication with employees, supervisors, and peers.
  • Collaborate professionally with club teams, corporate personnel, members, and guests through permissible media (e.g., email, telephone, social media).
• Product Knowledge
  • Maintain knowledge of the market, competition, and best practices in sales techniques.
  • Educate the club team on brand principles and ensure brand consistency.
  • Maintain an active lifestyle and passion for fitness.
• Problem Solving
  • Resolve issues affecting service, efficiency, and productivity in partnership with the GM.
  • Address customer complaints with service-focused solutions in a timely manner.
  • Identify and remove barriers to driving results.
  • Manage conflict and provide win-win solutions for employees and members.

Requirements

• 2-3 years of management/supervisory experience in a fitness, hospitality, or retail environment, including profit and loss management, revenue generation, staffing, recruiting, and employee development.
• Bachelor’s degree in business, sales, marketing, finance, or a related field preferred but not required.
• Comfortable leading outreach and referral activities to generate leads and appointments.
• Successful track record of working in a team-oriented environment.
• Ability to handle challenging member issues with patience, tact, and professionalism.
• Child & Adult AED/CPR certified.
• Prior experience with CRM, LMS, UKG Ready, and Microsoft Office is a plus.

Skills

• Excellent business acumen (supervisory, leadership, analytical, decision-making, problem-solving).
• Strong sense of urgency regarding customer service and sales results, with proven negotiation skills.
• Superior managerial, communication, and interpersonal skills, with an emphasis on English proficiency.
• Highly organized with a detail-oriented approach and strong follow-up skills.
• Ability to work independently, prioritize responsibilities, and multitask with urgency.
• Demonstrated competence in implementing business strategies using sound judgment and innovative solutions.
• Excellent math skills for data analysis and Profit and Loss statements.
• Thorough understanding of the company’s products, services, and competitors in the surrounding market.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Ability to lift up to 20 pounds with or without reasonable accommodations.
• Walk through all areas of the club, climb stairs (where applicable), and perform bending/lifting tasks (e.g., picking up towels, restacking weights, moving equipment).

Schedule

This is a full-time, non-exempt position requiring a prescribed rotating A Week / B Week schedule for 40 hours per week, typically worked as 9-hour days including a 1-hour unpaid break. Schedules may vary slightly based on club operating hours and business needs.

• A Week
  • Monday–Tuesday: 11:00 AM – 8:00 PM
  • Wednesday: 9:00 AM – 6:00 PM
  • Thursday: 10:00 AM – 7:00 PM
  • Friday & Saturday: Off
  • Sunday: 8:00 AM – 5:00 PM
• B Week
  • Monday–Thursday: 9:00 AM – 6:00 PM
  • Friday: Off
  • Saturday: 8:00 AM – 5:00 PM
  • Sunday: Off

Additional scheduling requirements:

• Must work the last day of the month.
• No vacation time authorized in January.
• Ability to work days, nights, holidays, and weekends as needed.
• Schedule may be adjusted for training, operational requirements, or temporary changes to club hours.