Assistant General Manager

In-Shape Health Clubs Santa Maria, CA

About the Job

Job Summary:
The Assistant General Manager is primarily responsible for running the club during times when the General Manager is not on duty/shift. They possess the skill to lead, support, and achieve results through a team of Membership Advisors. The AGM is to promote the In-Shape brand by engaging and motivating club guests and prospects to join the club, use the club, and remain a member. They assist members in achieving their health and fitness goals making every member's day better. The AGM ensures that In-Shape provides an environment that is clean, safe, and enjoyable for members and employees. He/she contributes to the success and profitability of the club through leadership and member service that achieves positive member and employee retention, drives sales efforts and controls operating expenses.
Drive Business Results:

  • Achieve daily, weekly, and monthly lead conversion rates and new member retention goals for their club through enthusiastic outreach and development of strong team sales and customer service skills
  • Manages retail inventory to attain goals and profitability. Teaches suggestive selling techniques and monitor sales achievements. Ensures inventory records are maintained and shortages properly recorded. Works closely with the Corporate Retail Coordinator on meeting inventory standards.
  • Partners with GM or AM to support membership sales growth. Helps drive sales, especially during weekends. Holds Sales Huddles and ensures that the membership advisors are adequately set up for success. Assists with sales production as needed. Works with Front Desk staff to ensure they are capable of selling memberships, per company policy.
  • Works closely with the GM or DM to manage club financial performance. Follow proper procedures for recording and reporting sales, labor and expenses. Reviews the P&L and MMR with the GM or AM monthly. Helps identify positive trends and areas of opportunity. Works with the GM or DM on action plans for improvement.
  • Works with GM or AM to execute the Membership Cancellation Save protocol - the 'how to' of 'saving' a membership.
Deliver the Member Experience:
  • Ability to assist in running a club that delivers on a Welcoming, Engaging, Intuitive, and Motivating Experience
  • Maintain a safe, clean, well run club.
  • Proactively interacts with member to gather feedback and ensure club team is delivering on our member experience.
  • Works alongside staff to complete tasks thru leading be example to improve our member experience.
  • Sets the example for how team members "make every member's day better."
Operations Excellence:
  • Works with Department Team Leaders and GM on Human Resources and Payroll related requirements for all paperwork for new hires, payroll, time off requests, audits of employee time records, terminations, and all other employee matters in a timely manner.
  • Manages supplies inventory to ensure the Club maintains proper stock levels. Orders supplies for front desk, towels, janitorial, pool/spa, POS, equipment parts, office. Maintains expense control of supplies. Manages all Purchase Orders.
  • Follows up on employee or member injury/accident incidents by investigating incident, completing forms and documenting information, follow-up on safety area, and reporting all facts to Risk Management and District Management.
  • Participate in "Team Clean" process to pick up a variety of items from varies sections of the club (weights, towels, trash, etc). Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
  • In conjunction with the GM or AM, manages Club Safety Program for employees and members using the Club Safety Program Checklist. Participates or conducts monthly safety audit.
  • Conducts daily walk-thrus (minimum or 2 per day) of entire club facility to identify service and maintenance needs. Uses checklists to ensure all areas meet company standards. Ensures the club is clean, safe, and well-maintained.
  • Inspects equipment daily for preventative maintenance or repairs. Prepares equipment repair list and follows up to ensure repairs are completed. Makes sure the Equipment Maintenance Log is completed daily.
  • Reviews Audits and identifies areas of opportunity. Reviews results with team and coaches employees to continuously improve.
  • Manages proper procedures for member services and amenities, including: Tanning Waivers and member renewals.
  • Ensures all Company policies and procedures are followed. Effectively trains, communicates, and reinforces policies and procedures to employees.
Leadership and Development of Operations Team:
  • Trains staff on operational functions of the Club for Front Desk (including complete knowledge of operating POS check-in computer system), Housekeeping, Membership, and Kids Clubs.
  • Understands the complete operation of all departments and is able to assist or give direction when necessary and in the absence of the GM or AM.
  • Provides leadership and direction to club staff including Front Desk, Housekeeping, Membership, and Kids Club teams.
  • Assists in recruiting, selecting, training, and evaluating the staff for Front Desk, Housekeeping, Membership, and Kids Club. At the direction of the GM or AM, assists with the hiring and training of other departments. Ensures all employees complete required training in the prescribed time frames and follows up to ensure training is properly recorded in the training database.
  • Accurately and effectively train and manage their Membership Advisor team thru mastery of the In-Shape sales system (Sales Force), reports, and processes to prospect, enroll, quantify and retain new members.
  • Provides coaching or corrective action as needed to ensure performance expectations are met and members properly serviced. Prepares documentation to support corrective action. Develops coaching skills of team leaders.
  • Provides leadership and direction to club staff including Front Desk, Housekeeping, Membership, and Kids Club teams.
  • Actively participates in the Performance Review Process for direct reports.
Modeling the In-Shape Behaviors:
  • Personally leads that way and models the Behaviors with their clubs.
  • Ensures that their club team members are modeling the Behaviors with our valued members.
  • Review club Social Media results to identify opportunities for improvement or where to praise for delivering on-target results.
Duties and Responsibilities:
  • Availability to work weekends and holidays
  • Ability to work flexible weekly schedule; must be able to work weekends
  • Good driving record, ability and means to travel on a flexible schedule as needed, proof of liability and property damage insurance on vehicle used is required
  • Serves as an ambassador for his/her area and helps communicate feedback from the field to Management and Support Center
  • Understands the members in their clubs, identifies their needs, and works with Support Center team to ensure we are on target with initiatives that impact them
Requirements and Qualifications:
  • High School Diploma or GED required. Advanced degree desired
  • College degree in business, retail or hospitality desired
  • Strong service orientation and desire to deliver an outstanding member experience
  • Computer literate - proficient at MS Excel, MS Outlook and MS Word
  • Clear and effective written and verbal communication skills
  • Outstanding organization and strong time management skills
  • Work quality must be highly accurate, timely, and in accordance with company policy and procedures
  • Excellent task completion and follow-through skills
  • Must demonstrate professionalism, cooperation and ability to work well with all parties
  • Maintaining focus in a sometimes hectic and evolving environment
  • Desired knowledge, experience, and understanding of Fitness including; equipment, personal training, and group fitness
  • CPR/AED certification required first 30 days of hire
  • High regard and propensity for safety

Work Environment/ Physical Demands : While performing the duties of this job, the employee is frequently exposed to fumes or airborne particles, changes in temperature/humidity; moving mechanical parts and vibration and exercise equipment; frequently required to stand, walk 4-8hours/8 hour day; use hands to finger, handle or feel; and reach with hands and arms; and frequently use both feet and move them forward/backward and side to side; seldom required to sit; frequently to climb, balance, stoop, kneel, crouch or crawl; and continuously reach and twist, including side-to-side movements; carry or move up to 25 pounds and occasionally lift, carry or move 26-50 pounds.