Assistant Operations Manager

Job ID: Franchise location – independently owned and operated.

About the Role

The Assistant Operations Manager assists and directs members, monitors incoming inquiries, and ensures proper check-in procedures are followed. They actively engage the club member base, greet and interact with members, and ensure member satisfaction while driving dues growth and maintaining a customer service-focused environment.

Responsibilities

• Resolve member concerns and complaints professionally within corporate and club parameters.
• Monitor club facilities for appearance and equipment; resolve or escalate issues that detract from the member experience.
• Assist in providing direction to janitorial services.
• Foster teamwork across club functions to improve member and team member experience.
• Ensure front desk, Kids Club, and Armbar adhere to policies and procedures.
• Drive revenue goals in Dues, Retail, Juice Bar, and ancillary revenue.
• Handle bill collecting for EFT dues, contact past-due members, and update invalid credit card information.
• Work with the Operations Manager on promotions and merchandising.
• Ensure retail is optimally merchandised and displayed; manage merchandise transfers per company policy.
• Conduct compliance checks by monitoring club systems and employee performance.
• Ensure adherence to systems procedures, including POS, desk setup, file organization, member check-in, class check-in, telephone inquiries, guest registration, cash handling, and member ID cards.
• Maintain an efficient back office; review agreements and prepare daily paperwork for agreement administration and cash control.
• Make daily banking deposits (Monday – Friday).
• Order and maintain all supplies.
• Supervise POS operations and file daily and weekly club revenue reports.
• Manage proper inventory receiving and control activities per company guidelines; prepare inventory reports.
• Greet all incoming members and guests; ensure Guest Fitness Profiles are completed and fees collected.
• Answer incoming inquiries and direct/transfer calls or guests appropriately.
• Handle member service issues, including Personal Training, guest policies, Lost and Found, new membership cards, address changes, EFT setup, billing, and payment questions.
• Record lost and found items on the Lost and Found Property Log and secure items per policy.
• Ensure required forms (e.g., Kids Club, Group X Reservation sheets) are available, completed, and processed.
• Promote and sell merchandise; assist in planning and implementing promotions.
• Maintain a clutter-free front desk and lobby; perform general cleaning duties, including hourly locker room checks.
• Ensure all team members are in proper uniform.

Requirements

• High school diploma or GED required.
• Current CPR/AED certification.
• State certification based on specific requirements.
• Must complete Kids Club Attendant training before working alone in Kids Club.
• 6+ months of customer service experience in health club, retail, hospitality, or food service industry.
• Experience with multiple phone lines preferred.
• Basic computer skills.

Skills

• Energetic, friendly, and outgoing personality with a positive attitude.
• Strong interpersonal and communication skills, including telephone etiquette.
• Customer service-focused with the ability to follow oral and written instructions.
• Ability to multitask with accuracy and attention to detail.
• Team player with a can-do attitude.
• Adherence to meal and rest break periods; must clock in and out for all shifts.

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.

Benefits

• Competitive salary
• Bonus based on performance (for eligible employees)
• Health, dental, and vision insurance (for eligible employees)
• Paid time off
• Employee discounts
• Free uniforms
• Opportunity for advancement
• Training & development
• Tuition assistance
• Wellness resources
• Flexible schedule

About UFC GYM

The ultimate “Big Gym” experience, UFC GYM raises the bar for big-box gyms by offering members everything they need under one roof: robust cardio equipment, coach-led group classes, weightlifting and free weights, martial arts and MMA-inspired fitness training, martial arts equipment, youth programming, personal training, yoga, Pilates, and more.