Operations Manager
10 hours ago
The role of the Operations Manager to ensure the administration and organisation of a club runs smoothly, from scheduling personal trainers and Work Out buddies to resolving members complaints. To manage, train, motivate and control the fitness team in the pursuit of the team’s set objectives.
To Managing and achieve fitness revenue budgets. To Monitor and manage performance of the individuals and the team in order to meet individual and team KPIs
Performing administrative and all management functions in line with daily and monthly deadlines
**Key Performance Areas**:
1. Managing Effectiveness
2. Operations Support and Productivity
3. Fitness Support and Productivity
4. Administration
**1. **Managing Effectiveness**:
- Create a culture for performance excellences
- Manage and Maintain the clubs headcount
- Maintain a hot-list of replacements for all department
- Ensure the on-boarding pack for all new joiners adheres to the company policy and procedure
- Delivering superior member service according to the Company’s Brand standards
- Maintaining quality facilities and equipment.
- Managing human resources to achieve company objectives in accordance with the Company’s HR policies and Code of Conduct
- Management f generation of live marketing content for use (videos, testimonials etc)
2. Operations Support and Productivity:
- Management of All staff in respect of discipline and timekeeping
- Management of tenants contractors
- Management of maintenance and cleaning
- Generation of live marketing content for use (videos, testimonials, etc)
- Work closely with regional mx to create individual club strategies on retention, usage
- Ensure that all staff attend Induction and Job-specific training.
- Provide a Company / club Induction as required by the company.
- Identify individual strengths and focus on developing these strengths.
- Ensure the staff have a clear understanding of all essential skills required
- Identify, train and develop at least one member of staff in the club who would be able to manage the team in your absence.
- Ensure that all Job descriptions, Code of Conduct (Company Handbook) and customer training is set across all key related areas are met with a hands-on approach. (In detail inspection, continued on-job feedback and clear consistent focus on customer expectations and brand differentiating points).
- Conduct staff appraisals quarterly and develop individual development plan
2.1 Front Desk:
- Ensure the gym is a friendly and welcoming place to exercise
- Assist members when required
- Provide prompt resolution of any customer concerns
- Manage the day to day operations of the operations team by ensuring front and back office service is provided promptly to internal and external clients
- Possess a strong awareness of customer satisfaction
- To manage the process associated with the membership payment received and manage the relationship between our member and administration staff
2.2 Maintenance:
- Manage an ongoing maintenance inspection to ensure safety of the facilities
- Ensure equipment is repaired timeously when required
- Ensure compliance to all relevant company maintenance/development programs, schedules, reports, etc.
- Follow pro-active cleaning and maintenance prevention programme as per Company Policy
- Ensure the completion of Equipment downtime report
- Manage the day to day function of the cleaning program; adhering to all company standards
- Monitor cleaning service performance as per the service agreements.
- Make recommendations on facilities improvements that will enhances the service and safety of the members
- Make recommendations to the Regional Manager on the purchases and disposal of equipment
- Implementation of Brand and Cleaning standards
2.3 Health and safety:
- Comply with the legal requirements of the OHSA.
- Plan regular fire evaluation/ drill
- Maintenance of the fire _extinguisher_
- Check and maintain the first aid kit
- Health and Safety Audit - Inform HR of first Aid certificate that are expired
- Complete IOD forms and submit to HR for processing
- Keep abreast with OHSA amendments
- Compile a monthly risk report and provide mitigating factor to minimize these risk(s)
3. Fitness Support and Productivity:
- Scheduling of Arenas and GEX
- GEX budget management and optimization and managing the highest quality of classes offered
- Sourcing and driving revenue in line with targets (PT,s Fitness products, rental, retail)
- Planning and execution of events
- Ensure that the team is fully staffed and performance managed
- Maintain optimum number of Arena Coaches in team, Personal Trainers; each studio class is covered according to our timetable and brand standards are met and maintained.
- Maintain a hot list of 2 replacement Fitness Trainers; Personal Trainers and Freelance Instructors (this should be reviewed weekly by Ops M)
- Advertise externally and recruit Fitness Trainers, PTs and Freelance Instructors as per the company’s R
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