Operations Manager

Description

FLSA Classification: Exempt

Supervisor: General Manager

Direct Reports: 3 - 6 Department Heads as determined by the General Manager

Position Summary

The Operations Manager (OM) assists the General Manager (GM) in carrying out the core values, brand promises and Five*Star service vision of acac Fitness & Wellness Centers. Together with the GM, the OM is responsible for the successful operational and financial performance of the club. The OM helps bring to life a high performance culture that develops, empowers and recognizes great team members and delivers Five*Star service and an immaculately clean club to members and guests. The OM leads, mentors, and develops his/her team of direct reports, ensuring all facets of department operations meet acac standards. The OM receives general supervision by the GM and must be able to effectively co-lead a high-end, resort-style, family-oriented athletic club with minimal direct supervision.

Responsibilities

• Serve as acting General Manager when the GM is out of the club.
• Hire, train and provide ongoing leadership to your team of direct reports.
• If there is a leadership vacancy on your team, fill in for the position until a replacement is hired and trained.
• Assist direct reports with hiring and training new team members as needed.
• Be a role model for the acac culture - ensure the club delivers on creating both an exceptional club experience for members and guests as well as an exceptional work experience for team members.
• Develop in-depth knowledge of your departments' operations and systems and a basic working knowledge of all other club departments' operations and systems.
• Ensure proper club coverage, supervision and payroll budget adherence in your departments, and ensure all direct reports properly and accurately complete and submit bi-weekly payroll information by assigned dates.
• Conduct ongoing coaching and end-of-year performance reviews for your direct reports.
• Review Medallia survey comments daily and assist in responding to surveys on a timely basis.
• Assist the GM in building an annual operating budget, meeting deadlines and following company protocols.
• Review monthly financial reports. Take ownership of your department budgets and financial statements; coach direct reports on understanding their department financials.
• Have a working knowledge of CA, Paylocity, goHappy, HubSpot, HappyFox, Fitness BI, Campsite, and other software/platforms integral to club operations.
• Regularly walk the entire facility to take note of any facility cleanliness, repair, or maintenance issues and take action accordingly.
• Approve or deny expense requests within your spending authority; ensure all purchasing follows company procedures.
• With the GM, ensure the club follows all safety, health and business laws and regulations.  
• Ensure all team members are properly trained in safety and emergency protocols, and the acac Incident Reporting system is followed.
• With the GM, handle any escalated member service issues and human resources issues; reach out to Legacy for assistance or guidance when needed.
• Take ownership of your personal growth and development; seek new challenges and learning opportunities.
• The above list is representative, not all-inclusive. This position will assist the GM and VPO with a wide variety of tasks and projects.

Responsibilities (General)

• Provide Five*Star service at all times - to club members, guests, and all club and Legacy co-workers.
• Maintain and continually improve knowledge about acac, local competitors, and the athletic club/fitness/hospitality industries.
• Establish solid working relationships with other OMs, GMs and Legacy team members.
• Complete assignments and projects by requested deadlines.
• Implement directives and changes as provided by Legacy.
• Know and adhere to all company policies and procedures.

Requirements

Job Specific Knowledge

• Operations in high-end, resort-style, family-oriented facilities (club, hospitality or similar industries) is preferred
• Leadership and coaching skills
• Revenue generation and expense management skills
• Word and Excel proficiency

Experience

• Minimum four years in a leadership or management capacity in the athletic club, hospitality, or similar industry 
• Specific experience in customer and employee recruitment and retention is a plus

Communication

• Excellent written and verbal communication skills; great listening skills
• Skilled and at ease in dealing with customer service or employee relations situations

Organization

• Able to work with minimal supervision
• Able to handle multiple concurrent projects and assignments

Personal Characteristics

• Friendly, outgoing, energetic, enthusiastic and motivational
• Honest, trustworthy and ethical
• Creative and resourceful
• Problem-solver
• Critical eye for cleanliness/maintenance

Education

• College Degree preferred
• First Aid/CPR certification required within 90 days of hire date

Affirmative Action/EEO statement

acac is an equal opportunity employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, age, national origin, ancestry, citizenship, disability, or veteran status.

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member for this job. Duties, responsibilities and activities may change at any time with or without notice.