Assistant Operations Manager

GENERAL SUMMARY: The Assistant Operations Manager is responsible for assisting and directing members/guests, monitoring incoming inquiries and ensuring proper check in procedures are followed. Actively engaging club member base, regularly greet and interact with members, and conduct member satisfaction she/he is a direct reflection of the Operations Manager. The AOM is also responsible for the dues growth of the club by helping to maintain a friendly, customer service environment and achieving dues results each month.

ESSENTIAL DUTIES & RESPONSIBILITIES:


Resolve member concerns and complaints in a professional manner within UFC Gym corporate and club parameters
Monitor club facilities for appearance and equipment and resolve or escalate issues that detract from the member experience
Assist in providing direction to janitorial service
Instill a sense of common responsibility and teamwork across club functions to improve the member and team member experience
Ensure all front desk, kids club and Armbar adhere to policies and procedures
Drive club efforts in achieving revenue goals in Dues, Retail, and Juice Bar and ancillary revenue
Responsible for bill collecting on members EFT dues as well as making phone calls for past due members and members with invalid credit cards
Work with OM in planning and implementation of promotions and merchandising
Ensure that retail is optimally merchandised and displayed and that merchandise transfers take place according to company policy and procedure
Follow-up with compliance checks by monitoring club systems and employee performance
Ensure that systems procedures are accurately followed: proper POS procedure, desk set up, File Organization, Member Check-in, Class Check-in, Telephone Inquiry, Guest Registration, Cash Handling, Member ID Cards
Maintain an efficient 'back office'
Review agreements and prepare daily paperwork for forwarding to agreement administration and cash control
Make daily banking deposits Monday - Friday
Order and maintain all supplies
Supervise point-of-sales (POS) operations and file daily and weekly club revenue reports
Responsible for proper inventory receiving and inventory control activities per company guidelines. Prepare inventory reports

Customer Service:
Greet all incoming members and guests
Ensure Guest Fitness Profiles are completed and appropriate fees are collected
Answer all incoming inquiries and obtain appropriate information to direct/transfer calls/guests.
Handle member service issues to include: Personal Training, guest, Lost and Found items, new membership cards, change of address, EFT setup or change, and questions regarding billings and payments.
Record lost and found items on the Lost and Found Property Log and secure items per policy
Ensure required forms are available, and completed and processed properly (e.g. Kid's Club, Group X Reservation sheets, etc.
Promote and sell merchandise
Assists in the planning and implementation of promotions and merchandising.
Keep front desk area and lobby clutter free, and orderly
Perform general cleaning duties to include hourly locker room checks
Ensure all team members are in proper uniform

ORGANIZATION RELATIONSHIPS: The Assistance Operations Manager will report directly to the Operations Manager and/or General Manager. AOM will communicate and enforce all Policy and Procedures with the Operations Team. Duties require interaction with all club members and employees.

REQUIRED QUALIFICATIONS:

1) Knowledge, skills & abilities:

• Must be energetic and possess a very friendly, outgoing personality and positive attitude
• Possess strong interpersonal and communication skills, including telephone etiquette
• Possess a strong customer service focus
• Understands and follows oral and written instructions.
• Able to multi-task and perform tasks with accuracy and attention to detail
• Must be a team player and possess a can-do attitude
• Adhere to meal and rest break periods and must clock in and out for all shift times

2) Minimum certifications/educational level:
High school diploma or GED required.
Current CPR/AED certification

• State certification (see state specific requirements)

Must complete Kid's Club Attendant training prior to working alone in Kid's Club

3) Minimum experience:
Must have 2+ years customer service experience in health club, retail, hospitality or food service industry

• Experience with multiple phone lines preferred
• Basic computer skills

4) 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

This position description intends to describe the general nature and level of work being performed by people assigned to this job. It is not intended to include all duties and responsibilities. The order in which duties and responsibilities are listed is not significant.