Operations Manager

An exempt position responsible for the operational success of the Club through the ongoing development of staff, programs, services, and facilities. The Operations Manager oversees Front Desk operations and provides leadership to all Associates to ensure member needs are met and the experience delivered surpasses expectations.

Our Culture

Our unique culture is guided by our values and behaviors, which we call our “Code of Culture.”

• Our Mantra:
  • Respect The Past
  • Accept Responsibility
  • Pay it Forward
• Our Actions We Live By:
  • Keep It Real. Always – Open and honest discussions, courage to speak up, and navigating tough conversations with empathy.
  • Think Ahead. Be An Owner – Proactive, not reactive; act like an owner of the business.
  • Stay Humble. Hustle Harder – Roll-up-your-sleeves attitude, gritty work ethic, and teamwork.
  • One Team. One Voice – United teamwork with no limits to what we can accomplish.
  • Be Curious. Ask Why – Seek to understand, never settle, and ask questions to get to the core of matters.
• Pete’s Promise:
  • Service Forward
  • Ruthlessly Consistent
  • Do the Right Thing

Responsibilities

Employee Management

• Hire, train, supervise, develop, and terminate staff in accordance with company policies.
• Perform timely performance evaluations for supervised Associates.
• Implement all laws, regulations, and policies regarding employment practices, safety rules, and company procedures.
• Process, review, and submit payroll for directly supervised staff.
• Monitor uniform adherence of all staff.
• Act as Club and/or Manager on Duty, as required.

Department Management

• Conduct daily walk-throughs to ensure a clean, organized, and safe facility.
• Manage Front Desk operations for efficiency and exceptional member, guest, and Associate service.
• Warmly welcome members and guests, respond to inquiries, and provide personalized service for specialized requests.
• Curate and share information on property amenities, local attractions, events, programming, and recreational activities.
• Create weekly and daily schedules to cover operational needs and perform Member Service Concierge duties as needed.
• Organize and implement services and programs, maintain shift logs, and facilitate communication through daily memos.
• Manage member services including reciprocal club inquiries, guest agreements, nanny passes, locker assignments, and lost and found items.
• Conduct weekly or bi-monthly team meetings to update staff on club policies, programming, member concerns, and events.
• Oversee all member and guest interactions (phone, email, in-person) and ensure timely resolution by coordinating with relevant departments.
• Manage supply inventory through monthly audits and loss control measures.
• Develop and implement member-focused operational standards.
• Ensure day-to-day Club operations run safely, smoothly, and efficiently through visible leadership.

Communication & Relationships

• Interact and communicate professionally with senior management, managers, Associates, vendors, members, and guests.
• Promote harmonious relations among members, staff, vendors, and the community.
• Ensure timely communication and follow-up.
• Actively participate in required events, programs, meetings, and trainings.
• Uphold the TBCC mission and club brand in all aspects of operations.
• Represent the club professionally through image, dress, communication, and responsiveness.

Corporate Goals & Objectives

• Promote the company’s safety goals and ensure a safe working environment.
• Interpret and ensure compliance with company policies and procedures.
• Support Club objectives and participate in corporate committees to improve operations.
• Prioritize professional development.

Other Job Functions

• Flexibility in work schedule, including day, evening, weekend, and holiday shifts.

Requirements

Skills & Knowledge

• Policies and Regulations: Knowledge of company policies, federal, state, and local laws, and government regulations.
• Management of Personnel Resources: Knowledge of hiring, motivating, developing, and directing staff.
• Management of Financial Resources: Basic knowledge of budgeting, accounting, banking, and financial reports.
• Sales and Marketing: Basic knowledge of principles for promoting and selling services.
• Problem Anticipation/Deductive Reasoning: Ability to identify potential issues and apply logic to solve problems.
• Written Comprehension and Expression: Ability to read, understand, and communicate information in writing.
• Oral Comprehension and Expression: Ability to understand and communicate ideas verbally.
• Computer Skills: Proficiency in MS Office (Word, Excel, Outlook) and club management software.

Experience & Education

• Minimum of 3 years of prior management experience, including budgeting, planning, and implementing operational systems.
• At least 3 years of experience in personnel supervision, training, and evaluation.
• Demonstrated experience in problem identification, analysis, and solution development.
• Demonstrated ability to prepare administrative, statistical, and programmatic studies with sound recommendations.
• Demonstrated ability to support and develop a diverse environment.
• CPR/AED certification.

Working Conditions/Physical Requirements

• Regular interaction with members, clients, and staff in person, by phone, and via email.
• Frequent movement between indoor and outdoor environments.
• Ability to handle unpleasant or angry individuals and problem-solve difficult situations.
• Adaptability to a frequently changing environment.
• Occasional physical exertion, including bending, twisting, sitting, stooping, and use of hands and fingers.
• Minimal independent travel to property locations.

Pay

Estimated Base Pay Range: $70,304.00 / year

Benefits

• Club Membership
• Competitive Compensation
• Discounts on club services and amenities
• Continuing Education opportunities
• Community Involvement programs
• Paid Time Off (for Full-Time associates, eligibility starting at 25 average hours of work per week)
• Health Insurance (for Full-Time associates, eligibility starting at 25 average hours of work per week)