Assistant Operations Manager at UFC GYM – Torrance, CA

GENERAL SUMMARY: 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 & RESPONSIBILITIES:

  • 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:

  • 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

 

ORGANIZATION RELATIONSHIPS: The Assistance 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:

1) Knowledge, skills & abilities:

  • 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

 

2) Minimum certifications/educational level:

  • High school diploma or GED required.
  • Current CPR/AED certification

3) Minimum experience:

  • Must have 6 months’ customer service experience in health club, retail, hospitality or food service industry
  • Experience with multiple phone lines preferred
  • Basic computer skills

 

4) Physical Requirements:

  • 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

 

Paul B. Fit Events Inc. Founder
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