Assistant General Manager

• Lead by example by providing a warm welcome to members while striving to provide outstanding service.
• Create and maintain relations with members through having an active presence at reception and other key member areas.
• Maintain consistent member satisfaction through collating feedback received from any platform and communicate this with team, implementing changes or training where necessary.
• Directly follow up with all member feedback, both good and bad.
• Deal with any member complaints promptly and effectively, ensuring member satisfaction and revenue is not jeopardized.
• Record any grievances and follow up accordingly, liaising with the General Manager where necessary.
• Conduct tours for VIPs, journalists and prospective members. Act as an Ambassador for THE WELL at all times.

Commerciality

• Work with GM to properly execute, track and implement all promotional activities, PR and special events. Keep a detailed system to track appointment turn-aways.
• Be the yield management expert by maximizing the treatment book and conduct regular yield management training with the Guide team.
• Manage THE WELL retail store to include inventory receiving, stocking, pricing and monthly inventory counts.
• Ensure daily, weekly, monthly retail goals are met.
• Act as the primary contact for the Retail and Product Innovation team to execute product implementations, trainings and trunk shows.
• Lead in conjunction with Finance and Retail teams’ monthly inventories following THE WELL standard operating procedures.
• Work closely with the Club Membership to identify business development opportunities and maximize revenue from membership sales.
• Plan and act as the primary contact for all VIP and press events and visits.
• Ensure collateral, point of sale and promotional materials reflect the quality and integrity of THE WELL.
• Conduct regular competitive analysis with the support of department heads.
• Work closely with Health Coaching team and Guides to ensure member experience feels integrated and efficient.

• Provide constant on the floor support to all departments, ensuring team members are following standards and protocols.
• Provide leadership, direction and support to team members to develop a highly motivated team who can consistently deliver excellent standards of service in all areas.
• Recruit, hire, and train Wellness Guide team.
• Consistently reinforce THE WELL SOP’s providing insights and edits as the business needs dictate.
• Develop an annual and ongoing training plan with department heads and ensure that all team members are trained and developed to meet the needs of the business.
• Communicates effectively to team using tools such as development reviews, Beekeeper training, departmental orientation, daily and monthly departmental/operations meetings.
• Ensure that all HR policies and procedures are followed correctly and in line with employment legislation.
• Conduct performance appraisals for all direct reports. Review all team member performance on a regular basis with department heads. Lead all Wellness Guide team procedures including weekly payroll, team member schedules, PTO and holidays.

Manager on Duty

• Act as Manager on Duty when assigned this role as part of the schedule.
• When on duty: Ensure the Club is adequately manned at all times.
• Oversee the smooth running of all business centres on property.
• Inform the relevant department head of any complaints or issues regarding the facility, acting or recommending amendments if necessary.
• Responsible for Opening/Closing Procedures.
• Complete opening procedures and checklists per relevant area on a daily basis, reporting any housekeeping or maintenance issues to the relevant department and ensuring prompt resolution.
• Hold morning rally’s, taking up to date revenue figures from the property, communicating the day’s business, guests and any relevant activities to other department heads.
• Carry out daily briefings with the team, communicating guest information and revenue targets.

Operations

• Possess excellent communication and leadership skills and are a strong, creative problem solver both with team members and third-party partners operating within the club.
• Monitors the performance of the establishment through verification and analysis of THE WELL’s guest satisfaction system and financial reports.
• Self-starter who proactively initiates tasks required to remain in line with the established budget and property goals.
• Works directly with the General Manager to strategize on forecasting and budgets.
• Embodies the values of THE WELL and its culture, infusing it in their performance daily.
• Support all operational areas and team members by proactively assisting members and undertaking operational duties as and when required.
• Regularly walk all areas of the club to monitor cleanliness, maintenance, presentation and THE WELL brand standards.
• Oversee and ensure all legislation and requirements are being upheld as per THE WELL’s operating license(s).
• Hold structured and interactive team and department head meetings on a monthly basis.

Qualifications

• 5+ years’ experience managing complex wellness operations
• Significant experience in wellness modalities and how they integrate
• Significant experience managing large scale, cross-functional projects, building partnerships and working with vendors
• Data-driven with a meticulous attention to detail and ability to expertly prioritize on the fly
• Natural problem solver with a passion for creating simple solutions and track record of impeccable follow through
• Demonstrated strength in building relationships, with strong cross-functional collaboration skills
• Ability to excel in an extremely fast-paced, high-growth startup environment

Key Traits

• Entrepreneurial and risk-oriented, with an understanding of the dynamics of small, high-growth companies and an ability to thrive in a rapidly changing environment.
• Enjoys the day to day interaction with team members and club members.
• Confident and experienced decision-making, comfortable with making trade-off’s and communicating decisions to partners.
• Strategic, big picture thinker who can lead a team to think boldly and creatively without losing sight of the finer details.
• Energized about solving complex, ambiguous problems.
• Deep collaboration skills and high EQ Experience with retail POS and time & attendance systems, including general Office Suite computer skills.