This position carries out the brand promises, Five*Star service vision and core values of
acac. The General Manager (GM) brings to life a high performance culture that develops, empowers and recognizes great team members, and delivers remarkable service and an immaculately clean, safe club to members and guests. This position leads, mentors and develops a team of department heads, covering all facets of club operations including sales, fitness, aquatics, group exercise, food & beverage, childcare, spa/recovery, facilities, housekeeping, and others. The GM is responsible for the overall operational and financial performance of the club. This position will be provided with general supervision by the Regional Manager and must be able to effectively lead a high-end, resort-style, family-oriented athletic club with minimal direct supervision.
RESPONSIBILITIES- Hire, train and provide ongoing leadership to the Assistant General Manager (WC, DT, ML) and team of Department Heads (DHs) and Coordinators.
- Assist DHs in hiring and training new leads and team members.
- If there is a DH vacancy, fill in for the position (or assign the AGM) until a replacement is hired and trained.
- Ensure all team members embrace the Five*Star program and deliver on its promises.
- Be a role model for the acac culture - ensure the club delivers on creating both an exceptional club experience for members and guests as well as an exceptional work experience for employees.
- Ensure the club fully implements acac's new member and new employee onboarding programs.
- Work closely with the Regional Sales Director in regards to leading the club's sales, marketing and retention efforts.
- Work closely with the Employee Training & Development Manager in regards to the development and delivery of comprehensive employee training plans and programs.
- Work closely with the Regional Manager in regards to the implementation of operational SOPs, manuals, checklists, etc. Ensure the club fully implements all provided materials and provide "from the front lines" feedback to the home office. Continuously evaluate processes and recommend improvements.
- Have at least a basic working knowledge of all club departments' operations and systems and continue to broaden and deepen that knowledge.
- Work with the rest of the acac Home Office team to collaborate on or be knowledgeable about the direction and guidance provided to DHs by VPs in their areas of responsibility.
- Regularly walk the entire facility to take note of any facility cleanliness, repair or maintenance issues and take action accordingly. Carry a radio and respond to MOD and safety code calls when needed.
- Review daily Medallia comments and ratings and monthly NPS scores and results. Ensure responses to survey comments are prompt and reflect the Five*Star principles.
- Review in-club comment cards and emailed comments, ensuring prompt responses and issue resolution.
- With the Regional Manager, create an annual operating and cap ex budget, meeting all deadlines and following all company protocols.
- Ensure all approved cap ex projects and expenditures are completed each year according to plan and budget; request additional home office resources where needed.
- Review monthly General Ledger and Financial Statements. Review and report on budget variances as requested. Take ownership of understanding all financial statements and coaching direct reports on understanding their department financials.
- Have a working knowledge of Club Automation, Paylocity, goHappy, HubSpot, HappyFox, Campsite, and other software integral to club operations.
- Review quarterly Facility Walkthrough Reports and follow up on any issues, shortfalls, training needs or recognition opportunities. Ensure corrections are made on a timely basis.
- Approve or deny expense requests above any DH's spending authority and within the GM's spending authority. Send expense authorization requests above GM authority to the RM. Ensure all purchasing follows company procedures.
- Ensure proper club coverage and supervision and payroll budget adherence by reviewing and approving DH and departmental schedules and implementing the Manager-on-Duty (MOD) program. Ensure all MOD participants are properly trained.
- Ensure all DHs properly and accurately complete and submit bi-weekly payroll information by assigned dates and times.
- Utilize the Quarterly Action Plan program with all DHs as a tool to guide priorities and focus each quarter and to provide coaching and feedback. Regularly follow up to monitor adherence to the plan and report results.
- Ensure that monthly newsletter submissions are well-written and timely and that monthly club schedule changes are accurate and submitted on time.
- Attend and actively participate in acac's semi-annual GM meetings.
- Conduct regular DH team meetings (minimum of monthly; weekly or bi-weekly preferred) to ensure great communication and provide training and direction. Ensure each DH holds department team meetings at least quarterly. Conduct at least two all-staff meetings per year.
- Ensure the club follows all safety, health and business laws and regulations. Ensure all team members are properly trained in safety and emergency protocols, and the acac Incident Reporting system is followed.
- Handle any escalated member service issues and human resources issues; reach out to the acac Home Office for assistance or guidance when needed.
- Take ownership of your personal growth and development; seek new challenges and learning opportunities.
- The above list is representative, not all-inclusive. This position will assist the RM and other Home Office VPs with a wide variety of tasks and projects. This position will be on the emergency call list with acac's security/fire/AED companies, along with the Facilities Director.
Requirements
RESPONSIBILITIES (GENERAL)- Provide Five*Star service at all times - to club members, guests and team members.
- Maintain and continually improve knowledge about acac, local competitors, and the athletic club/fitness/hospitality industries.
- Establish solid working relationships with other GMs, RMs, and home office team members.
- Complete assignments and projects by requested deadlines.
- Implement directives and changes as provided by the home office.
- Know and adhere to all company policies and procedures.
QUALIFICATIONSJob Specific Knowledge- Club and/or hospitality industry
- Operations in high-end, resort-style, family-oriented facilities
- Leadership, training/presentation and coaching skills
- Budgeting and analysis skills.
- Word, Excel and PowerPoint proficiency
Experience- Minimum five years in a leadership or management capacity for a high-end athletic club or hospitality company.
- Specific experience in customer and employee retention is a plus.
Communication- Excellent written and verbal communication skills and listening skills.
- Skilled and at ease in dealing with customer service situations
- Excellent editing and proofreading skills.
Organization- Able to work independently with minimal supervision.
- Strong planning, organization and time-management skills.
- Able to prioritize multiple assignments, projects and deadlines.
Personal Characteristics- Positive, energetic and motivational leader.
- Competitive with a strong results orientation.
- Honest, trustworthy and ethical.
- Highly accountable.
- Professional and confident.
- Adaptable and resourceful.
- Excellent relationship builder.
Education- College Degree preferred; Master's Degree a plus.
- First Aid/CPR certification required within 90 days of hire date.
PHYSICAL AND ENVIRONMENTAL REQUIREMENTS- Frequent standing, walking and touring club facilities.
- Occasional bending, kneeling and lifting up to 50 pounds.
- Valid driver's license and reliable transportation required.
Company Expectations- Read, sign, and abide by the policies included in the Team Member Handbook
- Park in team member designated areas
- Club cleanliness is an all-team responsibility; assist whenever necessary in any area of the club to keep club neat and clean
- Attend mandatory Personal Training meetings
- Assist with Service Days, as assigned by Supervisor
- Assist with club programs, special events, or activities, as assigned by Supervisor
- Promptly respond to work-related correspondence
- Exhibit a positive attitude at all times
- Deliver outstanding service to members and guests, following acac's Five*Star principles
Other dutiesPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member for this job. Duties, responsibilities and activities may change at any time with or without notice.
Note: This job description is intended only as a general guideline of your duties and responsibilities at
acac and is not a legally binding contract.
acac reserves the right to amend, change or terminate the job description, as it deems appropriate. Any change amendments or modifications may be implemented even though they have not been communicated, reprinted or substituted in this job description.
Salary Range: $85,000-$100,000 annually, commensurate with experience and qualifications.The final salary offer will be determined based on the candidate's relevant experience, qualifications, and overall fit for the position.
