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

 

·        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: