Assistant Operations Manager

GENERAL SUMMARY

The Assistant Operations Manager is responsible for assisting and directing members/guests, monitoring incoming inquiries, and ensuring proper check-in procedures are followed. They actively engage with the club member base, greet and interact with members, and conduct member satisfaction surveys. The AOM is also responsible for the dues growth of the club by maintaining a friendly, customer service environment and achieving dues results each month.

Essential Duties & Responsibilities

• Resolve member concerns and complaints in a professional manner within UFC Gym corporate and club parameters
• Monitor club facilities for appearance and equipment and resolve or escalate issues that detract from the member experience
• Aid in providing direction to janitorial service
• 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 Dues, Retail, and Juice Bar and ancillary revenue
• Work with OM 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
• Follow-up with compliance checks by monitoring club systems and employee performance
• Ensure that systems procedures are accurately followed: proper POS procedure, desk set up, File Organization, Member Check-in, Class Check-in, Telephone Inquiry, Guest Registration, Cash Handling, Member ID Cards
• Maintain an efficient 'back office'
• Review agreements and prepare daily paperwork for forwarding to agreement administration and cash control
• Order and maintain all supplies
• Supervise point-of-sales (POS) operations and file daily and weekly club revenue reports
• Ensure proper inventory receiving and inventory control activities per company guidelines
• Prepare inventory reports
• Customer Service
• Greet all incoming members and guests
• Ensure Guest Fitness Profiles are completed and appropriate fees are collected
• Answer all incoming inquiries and obtain appropriate information to direct/transfer calls/guests
• Handle member service issues to include: Personal Training, guest, Lost and Found items, new membership cards, change of address, EFT setup or change, and questions regarding billings and payments
• Record lost and found items on the Lost and Found Property Log and secure items per policy
• Ensure required forms are available, and completed and processed properly (e.g. Kid's Club, Group X Reservation sheets, etc.)
• Promote and sell merchandise
• Aids in the planning and implementation of promotions and merchandising
• Keep front desk area and lobby clutter free, and orderly
• Perform general cleaning duties to include hourly locker room checks

Organizational Relationships

The Assistant Operations Manager will report directly to the Operations Manager and/or General Manager. AOM will communicate and enforce all Policy and Procedures with the Operations Team. Duties require interaction with all club members and employees.

Required Qualifications

• Knowledge, skills & abilities: Must be energetic and possess a very friendly, outgoing personality and positive attitude. Possess strong interpersonal and communication skills, including telephone etiquette. Possess a strong customer service focus. Understands and follows oral and written instructions. Able to multi-task and perform tasks with accuracy and attention to detail. Must be a team player and possess a can-do attitude. Adhere to meal and rest break periods and must clock in and out for all shift times.
• Minimum certifications/educational level: High school diploma or GED required. Current CPR/AED certification. State certification (see state specific requirements). Must complete Kid's Club Attendant training prior to working alone in Kid's Club.
• Minimum experience: Must have 2+ years customer service experience in health club, retail, hospitality or food service industry. Experience with multiple phone lines preferred. Basic computer skills.

Physical Requirements

• Required to stand, reach with hands and arms, stoop, kneel, crouch, or crawl
• Occasionally lift and/or move up to 25 pounds
• Ability to stand and remain on your feet for a full shift

Compensation

$14.00 per hour

Train Different, Live Different, Work Different. At UFC GYM we inspire others to reach their potential in and out of the gym. We are passionate about maximizing potential – in our members, our teammates and ourselves. Think big, don’t settle and change lives including your own. If you believe in excellence, value a high-performance lifestyle and are passionate about enriching lives through health and fitness, then you belong here.