General Manager

Roles and Responsibilities

• Hold yourself and your team accountable to high standards of operational excellence.
• Achieve monthly and annual membership/fitness financial goals by strategically planning weekly activities in alignment with department objectives and initiatives including New Sales, Net Gain Goals, Cancellation Targets, Active Client Penetration, and Fitness Orientation appointment booking and conversion.
• Review and analyze club revenue and sales goals (Membership/Fitness); use data to project sales, determine profitability, and set/adjust targets as needed.
• Proactively address business trends utilizing reports and other Company provided resources to execute a successful business strategy.
• Evaluate market trends and partner with senior management and the fitness team to strategize and implement innovations that improve sales, productivity, and profit.
• Evaluate and monitor forecasted budgets to achieve financial objectives.
• Maintain an acute awareness for all loss prevention matters (i.e., emergency doors locked, alarms functional).
• Own the recruitment, training, and development of qualified club personnel to a standard of excellence, by utilizing the resources provided by NYSC (i.e., ATS, LMS and HRIS systems).
• Identify opportunities for improvement through implementing trainings, strategies, policies, goals, and other resources to maximize productivity and morale.
• Source, interview, and qualify applicants in a timely manner leveraging the ATS and internal/external resources available.
• Organize and supervise the work and schedules of the club team.
• Ensure that all facility and equipment walkthroughs are completed daily and in accordance with the hourly schedules to ensure physical facilities and equipment are operational, clean and organized, and comply with safety and environmental codes and ordinances.
• Partner with Regional Leader and the facilities team to resolve any incidents as needed.
• Increase sales/KPIs and minimize operating expenses by driving all revenue departments, staffing support, expense control, facility management, and customer service.
• Foster outreach activities to enhance community involvement.

Performance Management

• Set clear expectations, hold employees accountable and set goals that focus on key drivers for success.
• Exhibit the ability to lead and inspire cooperation, mold opinion, and influence behavior by utilizing a business acumen mentality.
• Create a results-driven culture by setting clear expectations, holding employees accountable, and setting goals that focus on key drivers for success.
• Schedule and direct regular meetings and events to share information, set and review goals, increase morale, and review business processes.
• Ensure company quantitative and qualitative metrics, guidelines, and standards are measured for efficiency and effectiveness; provide coaching to course correct behaviors, hold self and other accountable and adjust business plans as needed.

Sales Analysis and Results

• Strategically plan weekly activities in alignment with department objectives and initiatives including New Sales, Net Gain Goals, Cancellation Targets, Active Client Penetration, and Fitness Orientation appointment booking and conversion.
• Review and analyze club revenue and sales goals (Membership/Fitness); use data to project sales, determine profitability, and set/adjust targets as needed.
• Proactively address business trends utilizing reports and other Company provided resources to execute a successful business strategy.
• Evaluate market trends and partner with senior management and the fitness team to strategize and implement innovations that improve sales, productivity, and profit.

Financial Management & Budgeting

• Evaluate and monitor forecasted budgets to achieve financial objectives.
• Monitor and approve club Profit and Loss expenses, with a strong emphasis on labor and payroll.
• Manage payroll budgets and ensure timely and accurate processing of payroll taking into consideration budgeted hours by position/department holding employees accountable to policies (i.e., working scheduled hours, punching in and out for shifts), and complying with all federal, state, and local labor laws.

Employee Recruitment and Development

• Own the recruitment, training, and development of qualified club personnel to a standard of excellence, by utilizing the resources provided by NYSC (i.e., ATS, LMS and HRIS systems).
• Onboard new employees utilizing proper immersion plans to ensure clear expectations while setting them up for success.
• Identify opportunities for improvement through implementing trainings, strategies, policies, goals, and other resources to maximize productivity and morale.
• Develop an effective succession planning strategy.

Club Operations

• Organize and supervise the work and schedules of the club team.
• Ensure that all facility and equipment walkthroughs are completed daily and in accordance with the hourly schedules to ensure physical facilities and equipment are operational, clean and organized, and comply with safety and environmental codes and ordinances.
• Partner with Regional Leader and the facilities team to resolve any incidents as needed.
• Increase sales/KPIs and minimize operating expenses by driving all revenue departments, staffing support, expense control, facility management, and customer service.
• Maintain an acute awareness for all loss prevention matters (i.e., emergency doors locked, alarms functional).
• Accountability of team’s business deliverables by setting targets, following up, providing feedback and support for progress.
• Collaborate with all departments of the club to achieve interdepartmental synergy.
• Strategically plan daily/weekly/monthly fitness and membership activities to drive revenue, customer retention, and premium customer experience by collaborating with team members, Regional Leadership and Corporate Support teams.
• Foster outreach activities to enhance community involvement.

Customer Service

• Promote, maintain, and protect the customer experience by empowering employees to be solution-oriented and consistently deliver on our mission, values, and guiding principles.
• Build meaningful and intentional connections by spending time on the floor interacting in a positive and engaging fashion to ensure employees, members, and guests feel valued and appreciated.
• Work as a hands-on confident manager that is resourceful, available, approachable, friendly, and willing to help to resolve issues/inquiries in a timely manner.

Communication

• Maintain open and effective communication with employees, supervisors, and peers by communicating and explaining new directives, policies, and/or procedures.
• Collaborate with club team and corporate personnel, as well as members and guests, through all permissible media (i.e., e-mail, telephone, social media).
• Foster a culture of open communication, collaboration, and respect among team members, departments, and stakeholders.
• Ensure that all communication channels, including email, phone, and in-person interactions, are professional, timely, and effective.
• Ability to actively listen, have meaningful and courageous conversations, ensure timely follow-up, escalate and cascade information, and ask clarifying questions accordingly.

Product Knowledge

• Understand and experience our diverse products, features, and services offered to educate and invite others to experience.
• Stay abreast of industry trends, competition, and best practices.
• Educate club team on the principles of the brand standards by being a brand ambassador, ensuring brand consistency, and understanding the importance of value propositioning.

Problem Solving

• Work to resolve issues that affect the service, efficiency, and productivity of the club.
• Resolve customer complaints by providing customer service-focused solutions to members in a timely manner.
• Partner with management team to identify and remove barriers to driving results.
• Effectively manage conflict, appropriately escalating and de-escalating as necessary to provide win-win solutions for both employees and members/guests.