General Manager - GOLD'S GYM - Anderson Arbor

About the role

The General Manager is responsible for effectively managing all facets of their gym, including hiring, training, development of team members and overall gym operations, while delivering excellent customer service to members and role-modeling the organization's values and culture. The General Manager may occasionally be required to work on weekends and evenings as needed to meet business needs.

Responsibilities

The General Manager has three main areas of responsibility: Member Experience, Team Member Experience, and Gym Management.

Member Experience responsibilities include:

• Delivering exceptional gym member experience
• Overseeing member experience within the gym and leading by example
• Providing and maintaining the highest level of customer service to members
• Providing effective decision-making regarding customer service issues to provide a positive member experience
• Ensuring members receive the best fitness experience by walking the gym floor and assisting members when needed

Team Member Experience responsibilities include:

• Hiring, training, and scheduling all gym-level staff
• Training and developing Front Desk Team Members and/or Frontline Team Members regarding all Standard Operating Processes involving member acquisition and onboarding
• Managing and evaluating the performance of all gym team members
• Overseeing team member bi-weekly payroll to ensure all missed punches are corrected and submitted on time with payroll signed off by indicated deadline

Gym Management responsibilities include:

• Managing P&L of the gym to ensure expected profitability
• Facilitating and monitoring company-wide initiatives
• Ensuring the facility is clean and operationally sound, and assisting in organizing weights and inspecting equipment to ensure it is in working order
• Managing janitorial and office supplies, printing and forms, and small equipment
• Effectively managing the operations of the gym, including managing gym-controllable inventory and assets
• Being an ambassador of the gym by promoting and staying aware of the gym's social media and digital presence
• Responding to social media inquiries
• Understanding budgeting, inventory, payroll, labor management, and facilities maintenance
• Having business acumen that includes an understanding of the competitive landscape and community around the gym
• Ensuring compliance throughout the gym
• Ensuring gym audits are done in the expected timeframe
• Staying aware of all job postings for the gym and ensuring interviews are performed on a consistent basis to prevent any open positions in operations or fitness

Qualifications

The ideal candidate will have:

• A minimum of 5 years of management experience, preferably in the fitness or hospitality-related industry
• A Bachelor’s degree in business or a related field (desirable)
• Prior experience in personal training or management of personal trainers (highly preferred)
• A strong understanding of operations and performance metrics, including P&L, budgeting, inventory, employee relations, and labor management, facilities maintenance
• Ability to team up with third-party vendors and internal support teams to ensure proper operations and maintenance of gym facilities
• Ability to become an expert on Gold Gym’s products and target customers
• Ability to share weekly, monthly, and quarterly performance updates, including wins, learnings, and opportunities for improvement
• Flexibility in daily schedule to handle communication needs, sometimes outside of typical business hours
• Ability to build relationships, genuine connections, and trust, both internally and externally
• A customer-centric mentality and commitment to excellence and continuous improvement
• Proactive and strong organizational and prioritization skills
• High attention to detail and ability to manage multiple projects and priorities
• Excellent communication skills and ability to communicate clearly in all various modes (verbal, written, text, etc.)
• Well-developed interpersonal skills and a positive attitude
• Results and bottom-line oriented yet possess sensitivity towards people and values
• Exceptional time-management skills and ability to execute tasks and responsibilities in an ever-changing industry
• Ability to think creatively and innovatively
• Ability to travel to various fitness clubs and out of state meetings, or as needed