General Manager

TITLE: General Manager

PRIMARY FUNCTION: Insure that the club meets its new member sales goals. Conduct the necessary marketing and sales activities to generate the required number of monthly club tours. Through a consultative sales process enroll 60 – 80% of club tours. Insure that the club meets its member retention goals by insuring an optimal member experience, and by creating and implementing an effective retention strategy. Maximize retail sales revenue and profit.

DUTIES AND RESPONSIBILITIES:

· Generate at least 50% of club tours necessary to achieve new member enrollment goals.

· Convert at least 70% of incoming telephone inquiries to appointments for club tour.

· Confirm all tour/appointments the previous day.

· Enroll at least 60% of all touring prospects

· Oversee member services staff to insure they display a friendly, attentive and service oriented approach to all clients.

· Conduct needs analysis, tour and sign-up.

· Whenever possible meet and greet all guests and always insure all guest complete the guest courtesy card.

· Insure all prospect/guest information is entered into the club management software system and complete all tracking forms and processes.

· Conduct on-going member service training with all associates.

· Work with the maintenance supervisor and janitorial staff to insure facility cleanliness is maintained in an immaculate fashion.

· Communicate with desk staff through meetings, memo books and direct contact to insure they are kept up to date on developments that affect the member experience.

· Interview all members who are canceling their memberships to attempt to “save” them and determine the reason for their dissatisfaction.

· Oversee the retention strategy and systems including weekly reporting.

· Create and update Member Service schedules to insure proper coverage.

· Calculate, enter, and submit payroll for front desk staff.

· Purchase, merchandise, price, and track all retail sales items.

· Clock in and out for all hours worked including all breaks, lunch, etc and insure that all employees do the same!

• All other duties as required
• Follow all club policies and procedures as per employee handbook.

SKILLS AND REQUIREMENTS:

• Must be able to work in a fast-paced environment with demonstrated ability to handle and prioritize multiple tasks and demands.
• Flexibility in response to unexpected changes in work assignments.
• Must be able to effectively interact and communicate with individuals at all levels of the organization and members.
• Must have knowledge of office administrative procedures.
• Proficiency in computer skills including Word, Excel, Outlook, PowerPoint.
• Requires moderate lifting on a regular basis.

EDUCATION AND EXPERIENCE:

• Minimum of a high school diploma and college preferred.
• Previous fitness industry experience a plus.
• Minimum of 2 years as a manager or supervisor