Job Details

Assistant Operations Manager

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 and responsibilities include:

• 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

Customer service duties include:

• 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

The Assistant 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:

• Must be energetic and possess a very friendly, outgoing personality and positive attitude
• Possess strong interpersonal and communication skills, including telephone etiquette
• Possess a strong customer service focus
• Understands and follows oral and written instructions.
• Able to multi-task and perform tasks with accuracy and attention to detail
• Must be a team player and possess a can-do attitude
• Adhere to meal and rest break periods and must clock in and out for all shift times

• High school diploma or GED required.
• Current CPR/AED certification
• State certification (see state specific requirements)
• Must complete Kid's Club Attendant training prior to working alone in Kid's Club

• Must have 2+ years customer service experience in health club, retail, hospitality or food service industry
• Experience with multiple phone lines preferred
• Basic computer skills

• Required to stand, reach with hands and arms, stoop, kneel, crouch, or crawl
• Occasionally lift and/or move up to 25 pounds
• Ability to stand and remain on your feet for a full shift