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Club Manager - Teesside

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Posted By: Total Fitness
Address:
Contact: 0161 440 2637
Date Posted: 30th Apr 2008
Salary: Excellent Package, OTE 35K
Location: Other (TS17 7BN)
Reference Code: CM1125
Views Since Posting: 20
Full Description:

CLUB MANAGER – STOCKTON - ON - TEES

The successful applicant will have:
• Ability to effectively manage the membership sales process to drive the business forward.
• Strong management experience and ability to motivate, develop and maintain a team of 40 employees.
• Excellent interpersonal skills, customer care and a high level of enthusiasm.
• Strong leadership qualities.
• Promotion possible to Premier Manager role

Superb benefits including competitive plus achievable bonuses, pension & medical cover together with membership discounts

JOB DESCRIPTION

Job Purpose

• To oversee the day-to-day running of the sales and operations functions at the club
• To constantly strive to attract and retain members
• To maintain the standards of the club in accordance with Key Performance Indicators
• To manage and develop the staff in all departments
• To provide a line of communication between the staff and Head Office
• To provide cover for the Duty Manager shifts during their absence.

Person Specification

The Club Manager at Total Fitness must be a flexible, ambitious professional who is committed to providing a consistently high level of customer service with a positive attitude towards both the sales and the general operations of their club.

A Club Manager must be capable of motivating their staff to create an atmosphere within their club that is friendly and which, by its very nature, promotes retention.

The Club Manager will also be a leader and have the ability to manage Duty Managers and all other members of staff to drive them in achieving a high level of job competency and further their overall development.

A Club Manager will ideally have two years management experience of working in a Health & Fitness club, be self-motivated and have the ability / experience to work in a sales orientated environment.

Duties and Responsibilities

GENERAL

• The Club Manager rarely works to a fixed rota. There is an expectation that they will cover the main operating hours from Monday to Friday and work half a day on Saturdays every fortnight to ensure the successful operation of their club at busy times. There may be occasions when a Club Manager will be required to work longer hours.

• To ensure that the relationship between operations and sales, remains strong at club level.
• To ensure that standards are sustained at their club by establishing a strong focus on Key Performance Indicators.
• To attend any training sessions completed at Head Office and to pass relevant information back to the club.
• To enhance secondary income.
• To attend regular regional meetings at various locations.
• The Club Manager must set the standard in terms of Dress Code. They must be wearing clean, neatly pressed trousers / skirt and shirt / blouse with their name badge clearly on display.
• To undertake any reasonable request as directed by the Regional Manager, Group Operations Manager, Group Sales Manager, Management team and Directors.

PERSONNEL

• To monitor the performance of staff and be a regular point of contact for all departmental teams. Assisting them where necessary and responding to their requests for help in providing a consistently high standard of customer service.
• To ensure that all departments and staff are functioning optimally with specific attention to be focused on: -
 Health and Safety
 Club cleanliness and hygiene standards (in all areas).
 Optimal levels of staff are available to assist our members.
 All equipment is functioning normally.
• To ensure that staff holidays are planned for and approved and that adequate cover is provided. In addition prolonged staff sickness must also be accounted for.
• To facilitate regular departmental staff meetings and ensure that items brought up in the meeting are actioned as soon as is practicable. The Club Manager is responsible for presenting proposals where items require consultation with Senior Management or Head Office.
• To carry out disciplinary hearings, appraisals, audits and competency criteria where necessary.
• To ensure that the sickness procedure is followed and all training records are completed.

OPERATIONAL

• To make regular checks of all areas of the club to ensure excellent standards of presentation at all times.
• To regularly inspect the building plant and monitor the BMS to ensure that the club environment is both pleasant and safe for both members and staff.
• To ensure the Energy Saving ethos of the company is adhered to and that staff are made aware of their role in ensuring the club remains energy efficient.
• To ensure that any operational problems that affect service to our members are actioned immediately. If they cannot be rectified the Regional Manager or Group Operations Manager must be informed immediately and maintenance procedures must be adhered to.

• To ensure that all scheduled operational and Health & Safety checks are carried out according to the standard operating procedures for the club. The Club Manager will be expected to inspect and sign off each of the checklists on a weekly basis.
• To be competent with all operational aspects of the club and provide support where necessary, due to sickness/holidays, or demand. Any lack of understanding or information must be reported to the Regional Manager immediately.
• Ensure that weekly meetings are conducted with each department.

MEMBER RELATED

• To ensure that all member comments are answered according to laid down procedures and within 72 hours or passed on to Head Office immediately.
• To provide a management presence that is visible and available for both members and staff. The Club Manager must spend the majority of their day touring the club checking
that all is as it should be and speaking to members. A professional and friendly manner is expected at all times to instil a feeling of confidence in members and staff.
• To ensure that staffing levels are as required according to the procedures laid down and that any problems regarding this are rectified immediately.
• To ensure that all staff are assisting our members in performing safe and effective exercise through suitable exercise prescription and ongoing help and advice.
• To ensure that gym / poolside is manned at all times.
• Ensure that staff are actively reinforcing club rules to maintain a clean, safe and enjoyable environment.

SALES

• To motivate the sales team to achieve set targets
• To assist with the correct delivery of the sales process, whilst continually seeking to improve the same.
• To offer guidance and support on all membership related issues.
• To communicate information to all staff regarding all relevant sales and marketing issues.
• To oversee the completion of the sales audit.
• To continually set goals and targets to ensure that the sales teams are proactively working on lead generation and the organisation of external events to create new sales.
• To have a clear understanding of the current issues affecting sales in any one centre.
• To liase with the Sales Supervisor and assist them with developing the sales team.
• To meet on a regular basis with the senior sales person and assist during busy periods / promotions.

FINANCIAL

• To be responsible for all income and expenditure, ensuring procedures laid down are followed at all times. All discrepancies must be investigated and reported to the financial controller immediately.
• To promote the sales of all vending and reception stock. In addition to promote the sales of ancillary services such as personal training, sun beds and other services that may be added from time to time.
• To actively reduce operational costs.
• To ensure that staff costs are closely monitored and maintained within the agreed parameters.

PERSON SPECIFICATION
CLUB MANAGER

EDUCATION & QUALIFICATIONS

Essential

• Minimum of 3 GCSE’s or equivalent, to include Mathematics
• Health and Safety qualification / relevant experience

Desirable

• Relevant Sales / Sports / Exercise / Management related degree or qualification
• Management training / qualification
• First Aid trained / qualification
• Pool plant operations certificate / experience
• Customer care qualification (NVQ) / experience

EXPERIENCE RELEVANT TO THE JOB

Essential

• Previous experience of working in a managerial position
• Previous sales experience
• Experience of working with the general public
• Previous experience of managing, coaching and developing teams
• Experience of working in a customer focused / service environment

Desirable

• Currently or previously employed as a Club Manager
• Experience of training staff
• Previous experience of dealing with customer comments and complaints
• Experience of sales / meeting revenue targets / profits & loss accounts
• Previous experience of working in the leisure industry
• Experience of delivering training to staff, disciplinary hearings, appraisals, organising rotas or chairing departmental meetings

ABILITIES, SKILLS AND KNOWLEDGE

Essential

• Strong people management skills
• Strong leadership qualities
• Excellent communication skills

• Ability to see things through to the end
• Customer focused
• Ability to develop and motivate staff
• Computer literate
• Good organisation skills including excellent time management
• Ability to deal with members in a polite and professional manner.

Desirable

• Ability to work on own initiative, as well as part of a team