24 Hour Fitness, INC. Assistant General Manager l in San Francisco, California
LOCATION 1850 Ocean Avenue San Francisco CA 94112
The Assistant General Manager (AGM) leads and manages the club operations functions within the club to provide the best team member, guest, and member experience and environment. The AGM recruits, hires, trains and develops a diverse, high-performing team and provides leadership, direction and accountability. The AGM assists the GM in development of club strategy, execution of company initiatives, communication and adherence to company policies, standards and delivering on our commitment to a clean, friendly and well-maintained club. The AGM will role model passion, commitment, community, and ownership for the team, enabling a best-in-class member-centric environment aligned with 24 Hour Fitness Mission, Vision and Values.
ESSENTIAL DUTIES & RESPONSIBILTIES
ESTIMATED % OF TIME SPENT
- 1. Leadership Excellence
Maintain a committed and high performing team that aligns with company values and goals.
Recruit, interview and hire a passionate team of Service Expert and Kid's Club professionals who deliver on company goals and reflect its values.
Train, lead, and coach team members, conducting weekly performance reviews offering direction, motivation, and guidance toward achieving individual and company goals.
Provide recommendations to GM regarding personnel actions including hiring, promotion, discipline and termination.
Implement, supervise, and direct ongoing training to ensure successful team member onboarding and followup coaching for company initiatives, position-specific requirements, SOP's, and all company policies.
Instill a sense of common responsibility and teamwork across club functions to maintain positive member and team member experience.
In addition to specific functional accountabilities, the AGM is expected to act as a 'cross functional' manager and develop a broad skill set in order to understand the fundamental roles and duties of the Fitness Manager (FM). The AGM's development may involve formal cross-training and/or informal activities.
- 2. Member Engagement
Partner with General Manager (GM) to provide a best-in-class, member-centric experience with the goal of being the best part of someone's day every day.
Lead by example to provide a clean, friendly, well-maintained club to members and guests.
Partner with club Fitness Manager and/or Personal Training team to execute company fitness initiatives designed to improve the overall member experience and meet club financial targets.
Engage members with various fitness offerings including personal training, group exercise classes and 24GO digital content.
Resolve member inquiries, concerns, and complaints in a professional manner within 24 Hour Fitness corporate and club parameters.
Assist GM in providing direction to third party janitorial service towards fulfilling the cleanliness expectations of members and guests.
- 3. Guest Experience & New Member Onboarding
Support guests as needed and answer inquiries regarding membership options and club amenities to assist with the decision to join.
Be available at the front desk and lead by example during peak traffic times to assist guest inquiries, tours and membership enrollments.
Conduct lead management activities including phone calls, emails and other forms of outreach to encourage prospective members to visit the club.
Ensure new members are properly onboarded with a plan to help achieve their intended health and wellness goals.
Schedule new members with a Fitness Appointment to meet with a member of the Personal Training team
- 4. Club Administration and General
Develop schedules for team members which meet member and guest needs and oversee the Nexus24 Time and Labor system and labor spend ensuring team members adherence to schedules and compliance to work rules as defined by company and state guidelines.
Manage system and operational procedures of cash handling, front desk set up, file organization, Group X and Fitness Appointment scheduling to ensure a high quality and seamless experience.
Supervise MPOS operational accuracy and file daily and weekly club revenue reports.
Perform banking reconciliation duties as needed and make banking deposits according to company standard.
Order and maintain all club supplies including janitorial and office needs.
Manage the Nexus24 Time and Labor system and labor spend ensuring team members adherence to schedules and compliance to work rules as defined by company and state guidelines.
Responsible for maintaining proper inventory receiving, transfer, and control activities per company standards including managing inventory counts and control of shrink
In the absence of a Service Expert Supervisor (SES), the AGM will assume responsibilities for retail operations ensuring adherence of company expectations to inventory and transfer management; and optimally merchandising retail products.
This position reports to the General Manager (GM). This position has direct reports and manages the Club Operations and Kid's Club teams. This position conducts general oversight of vendor relationships and Group X instructors.
Knowledge, Skills & Abilities
Must be computer proficient
Management experience in sales / service industry
Leadership skills including Coaching, Motivation, and Team Development
Knowledge of company policies, practices and procedures, including emergency and safety procedures
Strong interpersonal and communication skills, including proper telephone etiquette.
Generate, maintain and demonstrate a friendly, enthusiastic, and positive attitude.
Possess a strong member centric focus and is comfortable in engaging with members in person.
Responds professionally to requests and inquiries from guests, members and team members.
Possesses strong organizational skills to execute and prioritize multiple tasks
Basic record keeping practices and procedures.
Experience operating office equipment
Minimum Educational Level/Certifications
High School Diploma or GED
Cardiopulmonary Resuscitation (CPR) and Automated External Defibrillator (AED) certification required
Minimum Work Experience and Qualifications
2-3 years of progressive management experience supervising 3-10 employees
3-5 years of broad retail/hospitality/service/operations industry experience
Physical Demands/ Environmental Conditions
Ability to work in club office; move about club floors and rooms; review, revise, create club paperwork; communicate with employees, members, and the public
Occasionally required to demonstrate or explain proper physical fitness activities, techniques and procedures
Ability to communicate telephonically with members
Ability to access and operate company computer systems including: document preparation, data entry, read and interpret general and financial reports from a computer data base or email system
While performing the duties of this job, the team member will be regularly exposed to moving mechanical parts
Ability to work a varied schedule to support the needs of the business, including frequent extended workdays, weekends, and holidays may be required
Able to work in a loud environment
- Must be able to travel by car and airplane up to 10% of the time
Knowledge, Skills & Abilities
- Knowledge of fitness industry
- Bachelor's degree.
Work Experience and Qualification
Prior Experience in front line or assistant department role at 24 Hour Fitness
Experience and familiarity with managing to a P&L preferred
Consultative sales experience preferred
DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by incumbents assigned to this job. This is not intended to be an exhaustive list of all the responsibilities, duties and skills required. The incumbent may be expected to perform other duties as assigned. This job may be reviewed as duties and responsibilities change with business necessity.
COMPLIANCE & INTEGRITY: Consistently supports compliance and Workplace Conduct by maintaining the privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity, reporting non-compliance, and adhering to applicable federal, state and local laws and regulations, accreditation and licensure requirements (if applicable), and 24 Hour Fitness' policies and procedures.
All Directors, Managers and Supervisors are accountable for communication, implementation, enforcement, monitoring and oversight of compliance policies and practices in their departments.
SERVICE & QUALITY : In addition to defined technical requirements, accountable for consistently demonstrating service behaviors and principles defined by 24 Hour Fitness as well as specific departmental/organizational initiatives. Also accountable for consistently demonstrating the knowledge, skills, abilities, and behaviors necessary to provide superior and culturally sensitive service to member and team members, contracted providers and vendors.
WORKPLACE SAFETY: In addition to defined working conditions and physical requirements, employees are accountable for working safely; following established policies & procedures; and reporting all injuries and hazards to their supervisor immediately.
Supervisors and Managers are accountable for ensuring the safety performance of employees; applying consistent practices in compliance with federal, state and local regulations; providing guidance to maintain a safe and healthy work environment.
FUNCTIONAL GROUP Club Management