Operations Manager

About the role

The Operations Manager is an exempt position whose primary responsibility is the operational success of the Club through the on-going creation and/or development of staff, programs, services and facilities. The Operations Manager oversees the Front Desk, as well as provides leadership to all Associates to ensure that member needs are met and that the experience that we deliver surpasses expectations. The Operations Manager will be required on a daily basis to exercise discretion and independent judgment in ensuring that the Club is successful and that Associates are adequately developed.

Our unique culture is at the heart of all we do and is guided by our values and behaviors. It’s what we expect of ourselves and each other every day. We call it our “Code of Culture”. Our Code of Culture includes Our Mantra, Our Actions We Live By, and Pete’s Promise:

• Our Mantra: Respect The Past, Accept Responsibility, Pay it Forward.
• Our Actions We Live By: Keep It Real (open and honest discussions, courage to speak up, navigate tough conversations with empathy and grace); Think Ahead, Be An Owner (proactive, not reactive); Stay Humble, Hustle Harder (show up and do the hard work, be a gritty, roll-up-your-sleeves crew, know it’s never about one person–we are a part of a powerful team, One Team. One Voice.); Be Curious, Ask Why (stay member curious, seek to understand, never settle, ask questions to truly understand the core of a matter).
• Pete’s Promise: Service Forward, Ruthlessly Consistent, Do the Right Thing.

Responsibilities

• Employee Management
  • Hires, trains, supervises, develops, and terminates the employment of those supervised in accordance with company policies and directives.
  • Performs timely performance evaluations on supervised Associates.
  • Responsible for implementation of all laws, regulations and policies regarding employment practices, safety rules and all other company policies and procedures.
  • Processes, reviews and submits payroll for those supervised directly by the Operations Manager.
  • Monitors uniform adherence of all staff.
  • Acts as Club and/or Manager on Duty, as required.
• Department Management
  • Daily walk-throughs of Club to ensure staff is maintaining a clean, organized and safe facility.
  • Manages the Front Desk operations to ensure efficiency and exceptional member, guest and Associate service.
  • Warmly welcomes members and guests, responds to inquiries in a timely manner, and provides personalized service for specialized or unique requests.
  • Curates and shares comprehensive information on property amenities, local attractions, events, programming, and recreational activities.
  • Creates weekly and daily schedules that allow the team to focus on specific tasks while covering breaks to keep club operations running smoothly, and steps in to perform Member Service Concierge duties as needed to fill gaps.
  • Organizes and implements services and programs, maintains shift logs and logbooks, and facilitates effective communication through daily memos and pass-downs.
  • Manages and coordinates member services including reciprocal club guest inquiries, guest agreement logs and charges, nanny passes, locker assignments, and lost and found items (organized and discarded quarterly on specified dates).
  • Conducts weekly/bi-monthly team meetings to keep staff informed on club updates, programming, policies, member concerns, and upcoming events.
  • Oversees all member and guest interactions, including phone, email, and in-person inquiries, ensuring timely and appropriate resolution by coordinating with relevant departments.
  • Manages supply inventory through monthly audits and loss control measures, and ensures that all supplies are adequately stocked.
  • Develops and implements comprehensive, member-focused operational standards.
  • Oversees day-to-day Club operations run safely, smoothly and efficiently through a visible management presence and leadership.
• Communication & Relationships
  • Effectively and professionally interacts and communicates with senior management, managers, other Associates, vendors, members, and guests.
  • Promotes harmonious relations among members, staff, vendors, and the community at-large.
  • Communicates timely and follows up, as appropriate.
  • Active participation in required events, required programs, required meetings and required trainings.
  • Ensures the TBCC mission and club brand is upheld in all aspects of club operations.
  • Represents the club in a professional manner through image, dress, communication, and immediate follow through and response.
• Corporate Goals & Objectives
  • Promotes the company’s safety goals and actively works towards ensuring a safe working environment.
  • Interprets and ensures compliance with company policies and procedures.
  • Actively furthers Club objectives and continuously supports