General Manager of a Luxury Health Club

The General Manager(GM) at Fitometry Health Club is responsible for creating superior member experiences through proactive engagement, exceptional customer service, and seamless operational management. This role focuses on increasing member retention, satisfaction, and loyalty by implementing innovative engagement strategies, overseeing concierge services, and developing staff to provide best-in-class service. The GM will work closely with all departments to ensure a welcoming and community-driven atmosphere that aligns with Fitometry’s mission and values. 

Key Responsibilities:

Member Engagement & Retention:

• Support team development through coaching in the moment opportunities to provide helpful guidance and feedback in order to drive profitability through sales and key performance indicators.
• Assess employee performance and provide ongoing and constructive feedback in a timely manner, focusing on internal development.
• Identify opportunities for improvement through implementing trainings, strategies, policies, goals, and other resources to maximize productivity and morale.
• Maintain knowledge of market, competition, best practices, and trends in sales techniques and strategies.
• Partner with Owner to strategize and implement innovations that improve sales, productivity, customer service and profit.
• Hold yourself and your team accountable to high standards of operational excellence.
• Promote a results-driven culture by setting clear expectations, holding employees accountable, and setting goals that focus on key drivers for success.
• Lead by example spending time on the floor interacting in a positive and engaging fashion with employees, members, and guests.
• Ensure a consistently clean club and a friendly/inviting customer experience.
• Perform all basic system transactions pertaining to member enrollment/ retention/ freezes/ cancellations.
• Organize and supervise the work and schedules of the club team.
• Ensure a 24/7/365 clean and presentable club and a friendly/inviting customer experience.
• Work with the Owner to resolve issues that affect the service, efficiency, and productivity of the club.
• Resolve customer complaints by providing customer service-focused solutions to members in a timely manner.
• Partner with management team to identify and remove barriers to driving results.
• Effectively manage conflict, appropriately escalating and de-escalating as necessary to provide win-win solutions for both employees and members/guests.
• Educate club team on the principles of the brand by being a brand ambassador and ensuring brand consistency.
• Lead outreach and referral activities that will generate leads, contacts, and appointments.
• Develop and implement strategies to enhance member engagement, ensuring a high level of satisfaction and long-term retention.
• Design and oversee member onboarding programs, ensuring new members feel welcomed and integrated into the club.
• Collect and analyze member feedback, addressing concerns proactively to enhance overall experience.
• Develop personalized engagement strategies to re-engage inactive members and reduce churn.

Data & Performance Analysis:

• Review, analyze, and drive club sales on a daily/weekly/monthly basis. Use data to project sales, determine profitability, and set revenue/retention goals.
• Track and analyze key performance indicators (KPIs) related to member engagement, retention, and customer service.
• Prepare and present reports to senior management, identifying trends and areas for improvement.
• Use data-driven insights to refine engagement strategies and enhance member experiences.
• Influence Personal Training, Group Exercise Program and general club initiatives based on member feedback, data collection, and observations to ensure offerings align with member interests and needs.

Customer Service & Operations:

• Collaborate with all departments to streamline operations and enhance overall performance and member experience
• Mobilize and oversee concierge staff, ensuring exceptional service standards are met consistently.
• Provide excellent customer service by addressing member concerns and inquiries

Staff Development & Leadership:

• Develop and enforce Standard Operating Procedures (SOPs) for club operations including staff training and education.
• Train and mentor staff fostering a high-performing, service-oriented team.
• Implement ongoing training programs focused on customer service, conflict resolution, and member engagement strategies. Conduct regular performance evaluations and provide constructive feedback to ensure continuous improvement.
• Establish and ensure a culture of accountability, teamwork, and professionalism within the organization.

Qualifications:

• Minimum of 5 years of experience in managing within a health club setting.
• Strong leadership skills with a minimum of 3 years of experience managing teams in a health club environment.
• Strong project management skills with the ability to drive initiatives forward
• Ability to develop and execute strategic initiatives that improve member satisfaction and retention.
• Passion for health, fitness, and wellness, with a commitment to creating a welcoming community for members.
• Excellent supervisory and leadership abilities to guide and motivate teams effectively
• Ability to manage multiple tasks simultaneously while maintaining attention to detail
• Experience in recruiting, training, and developing staff members
• Top notch interpersonal, and problem-solving abilities is a must.

Compensation:

• Competitive salary based on experience.
• Performance-based incentives.
• Base + incentives= $80- $120k+