Health Club General Manager

Summary:

The General Manager (GM) is primarily responsible for ensuring successful daily operations, membership growth, member retention, facility repairs & maintenance, and improving the viability and growth of VIDA by achieving monthly financial benchmarks. The GM will directly oversee all club operations and team members including hiring, training, development, and progressive discipline. The GM is also charged with facilities management, its related issues, and the coordination of repairs and maintenance. The GM should consistently empower team members to reach the club’s full potential and give them the autonomy to make decisions.

The GM will foster a respectful, collaborative, and inclusive workplace with free-flowing information. The GM will listen and ask questions while remaining mindful of tone and body language. The GM will participate in ongoing Diversity, Equity, and Inclusion (DEI) training to improve these skills, celebrate diverse perspectives, and ensure equitable access to resources.

Specific Job Functions:

Administrative, Human Resources, Team Training, and Leadership

• Keep all positions and all departments fully staffed with well-trained, high-performing team members that exude our company culture. Recruit, hire, and fully train all team members on the standard operating procedures contained in the Department Operations Manuals.
• Lead your team through change together as we evolve our best practices.
• Hold Daily Stand-up and regular 1-on-1’s with all department heads and full-time team members.
• Meet with each direct report at least monthly for a 1-on-1 and 360 Performance Review.
• Schedule a monthly 1-on-1 with each Department Director to collect key information and remain on the same page.
• Facilitate regular department-specific training sessions with Department Managers and Directors.
• Ensure all team members attend the Monthly Kickoff Training.
• Ensure that all team members are in uniform and wear their name tag.
• Send out a monthly GM Newsletter to all members with important club updates, facility projects, social events, and promotions.
• Review member experience surveys & suggestions with the team.
• Review incoming phone calls using the Call Tracker software and identify training opportunities.
• Audit security footage of the Front Desk to ensure team members consistently provide the highest level of customer service.
• Review the New Member Club Usage report in CRS to evaluate attendance of members in their first 90 days of membership.
• Resolve member concerns in the best interest of the member while uniformly enforcing the spirit of our policies & procedures. You are sensitive to the member’s needs, yet supportive of company goals and objectives.
• Create a positive and fun-filled atmosphere for all members and team members.
• Submit all required paperwork: new hire paperwork, payroll action form, progressive discipline form, separation form, biweekly payroll, coded invoices, etc.
• Report all credit card and PEX card expenses as they are incurred and maintain internal controls over all expenses made at the club level.
• Maintain active certifications for Food Safety Manager, Certified Pool Operator (CPO), ABRA Manager, and CPR/AED/First Aid.
• Submit all marketing requests using the online Marketing Request Form at least 30 days in advance.

Aura spa

• Ensure that all clients complete the Spa Intake Form & Liability Waiver.
• Review software reports with the Spa Manager to identify revenue-driving opportunities with new, current, and former spa clients.
• Train all team members on how to look-up VAP sessions on member accounts and refer leads to the Spa Manager. Schedule VAP sessions for any member that has not yet completed their sessions.

Club Operations

• Continuously improve the member experience and look for innovative ways to provide the highest level of service.
• Maintain a working knowledge of all Department Operational Manuals and ensure all team members consistently execute all standard operating procedures contained within.
• Schedule a designated Manager on Duty (MOD) during all hours of operation to provide clear and useful leadership during the absence of the GM and AGM. Empower MOD’s to take charge of overall club operations. Post the weekly MOD Schedule at the Front Desk and in all team member offices.
• Ensure all team members submit their recaps accurately and on time.
• Order all necessary supplies, including Fuel Bar, Gear Shop, office supplies, parts, and cleaning supplies. Manage expenses to budget using the Daily Expense Log.
• Process member cancellation inquiries and gain a clear understanding of why the member wants to end their membership. Discuss alternatives to cancellation, including Odyssey by VIDA. Reengage all cancelled members at 3 months and 12 months after they cancel unless they are moving out of the area.
• Conduct Fuel Bar and Gear Shop physical inventory counts and complete the month-end report after COB on the last day of the month, but before opening on the first day of the month.
• Monitor the smoothie pre-order program to ensure all equipment (hardware & software) remains fully operational and team members are fully trained.
• Maintain proficiency with the VIDA App, assist members with basic troubleshooting, and report any unresolved issues to the IT Team.

Facility Management & Housekeeping

• Schedule all necessary repairs & maintenance with the service provider or Facilities Team. Create work orders for fitness equipment in Fitness EMS and base building equipment in Building Engines Prism.
• Actively participate in the Monthly Walkthrough with the Facilities Team and complete all assigned tasks within 30 days.
• Maintain sufficient inventory of supplies, towels, shower products, etc.
• Schedule regular evaluations and maintain accurate records for: cardio, strength, and group fitness equipment, electrical, HVAC, plumbing and other essential equipment
• Recommend improvement-based projects and new equipment purchases.
• Post signs using the official template on all out-of-order equipment explaining the issue, expected repair date, and point of contact on the management team. Strive to make same day repairs in-house.
• Negotiate pricing, obtain competitive bids, and try to get price matches from preferred vendors for all repairs and improvement-based projects.
• Keep closets and other storage areas clean and organized.
• Display all equipment in an orderly, aesthetically appealing fashion. This includes training all team members to immediately return equipment to its proper location when members fail to do so themselves.
• Supervise the safety and consistent cleanliness of the club in photo-ready condition, ensuring that housekeepers complete all tasks assigned on the posted cleaning schedule.
• Schedule and participate in all preventative maintenance services.
• Ensure that the opening and closing MOD’s submit their daily checklist.
• Maintain accurate logs for security, cleanliness, safety, and incident reports.
• Test and treat the Endless Pools four times daily.
• Ensure all team members have an active CPR, AED, and First Aid certification and can proficiently perform life-saving techniques. Maintain an updated list of certified team members next to the AED. Conduct monthly safety and emergency practice drills with team members.
• Execute calm and positive leadership in the event of a health or physical plant emergency.
• Regularly check the HVAC control system for proper set points, temperature control, occupied/unoccupied settings, and energy efficiency. Report any issues to the Facilities Team. Review the monthly electrical bill and any opportunities for cost savings.
• Train all team members on the location and operation of all emergency shutoffs for all major equipment: HVAC, electrical, and plumbing/water main.

Financial

• Achieve revenue targets and remain within all budgeted expense line items.
• Run a daily report on hours worked to ensure that payroll spend is on pace with monthly budget and actual hours scheduled. Audit each payroll submission every pay period for accuracy.
• Run a daily report on the previous day’s transactions to monitor discounts and refunds. Provide relevant training to keep our credit card fees on budget as a percentage of revenue.
• Maintain full knowledge of critical financial factors: Profit Margin and Cash Flow, Revenue Growth vs Expense Growth, EBITDA vs Previous Year, EBITDA vs Budget, Revenue vs Previous Year, Revenue vs Budget, Payroll ratios and trends by department; Payroll vs. budget, Facility maintenance costs (R&M, Cleaning Supplies, Shower/Grooming/Towels), New membership sales and renewals, Membership cancellations, Non-dues revenue categories.
• Proficiently explain variances in budget and develop an effective plan to achieve projected benchmarks.

Front Desk

• Maintain a welcoming environment where the team cordially greets all members by name and engages in casual conversation.
• Train Front Desk Team Members on how to book appointments at Aura spa and Bang Salon as well as overall spa and salon operations.
• Provide access to the membership sales CRM at the Front Desk so that team members have access to the daily Tour calendar.
• Ensure that Front Desk Team Members require all guests to complete the Guest Registration & Liability Waiver. This includes scanning the guest’s valid, government issued photo ID into our tracking system. Guests not accompanied by a member must receive a club tour.
• Review check-in alerts and transaction reports to identify additional training opportunities for Front Desk Team Members.
• Empower Front Desk Team Members to update member accounts with billing information, photo & fingerprint, change of address, etc. Ensure that Front Desk Team Members collect any past due balances when updating member payment methods.
• Provide Front Desk Team Members with talking points to encourage members to use their login for online account management.
• Train all Front Desk Team Members on Fuel Bar operations, including quickly & consistently making smoothies and acai bowls following the approved recipes.

Group Fitness

• Develop exceptional product knowledge of the Group Fitness class schedule among all team members, including the many ways to reference the schedule and class format descriptions.
• Ensure all team members take enough classes to develop professional relationships with our Instructors and make recommendations to members.
• Evaluate the class schedule and attendance numbers each pay period to continuously improve and evolve the Group Fitness program.
• Train all team members to speak proficiently about Odyssey by VIDA and how to access virtual content.
• Create general awareness among all team members of our Teacher Training and Certification Programs.
• Ensure all team members understand the specifics of our SweatBox classes, corresponding membership types, and how to register for classes.

Membership Sales

• Train the membership team to properly execute their sales strategies. Lead by example by selling memberships and scheduling VIDAfits.
• Regularly send the membership team to local residential buildings to generate external referrals, support the community, and maintain relationships.
• Schedule the membership team and personal trainers to work open houses, health fairs, and tabling events
• Collaborate with the business development department to position the club within the community as the top choice for health and wellness.
• Hold the membership team accountable for achieving their individual and club quotas by driving results and conducting monthly 1-on-1’s, membership audits, and coaching in the moment.
• Set the expectation that we schedule 100% of VIDAfits and hold the membership team accountable to that standard.
• Ensure that the membership team completes all paperwork accurately, sends nightly recaps, changes member barcodes, and captures photos & fingerprints at the point of sale.

Nutrition

• Train all team members on the benefits of nutritional counseling and the specifics of the Evolve Wellness Program.
• Train all team members on how to look-up Nutritionfit and VAP status on member accounts and refer leads to the Registered Dietitian.
• Personal Training
• Review month-end reports and Daily Flash Report with PT Manager. Audit VIDAfit forms at regular intervals.
• Train all team members on how to look-up VIDAfit and VAP status on member accounts and refer leads to the PT Manager. Schedule VIDAfits and VAP sessions for any member that has not yet completed their session.
• Prepare all team members for promotional months (January, June, September, November) so they can speak intelligently with members and refer leads to the PT Manager.
• Ensure all team members complete a VIDAfit session to develop professional relationships with our Personal Trainers and make recommendations to members.

VIDA Pilates

• Train all team members on the benefits of Pilates Training and general awareness of our Teacher Training Program.
• Train all team members on the software and how to schedule members for Pilates classes as well as private sessions.

Job Type: Full-time

Pay: $85,000.00 - $95,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Supplemental Pay:

• Bonus opportunities
• Commission pay

Work Location: In person