Service Manager
Company Name:
24 Hour Fitness, INC.
Job Description:
Job Summary
The Service Manager (SM) ensures that the club delivers the best guest and member experience.
Responsible for communicating and upholding company standards and leading by example for delivering the 24 Hour Fitness Service Promise; manage a clean, friendly and well maintained club. Ensure that team members consistently execute the basics in punctuality, dress code friendliness and cleanliness.
Major emphasis is to support member retention by advocating for the best member experiences and operational processes in the club.
Hires, trains and develops a strong team of Service Representative and Kids' Club professionals that delivers on company goals and reflects its values.
Responsible for the successful attainment of department targets (e.g. member service, cleanliness, revenue, and retention).
Ensures that the facility is well equipped, and provides a clean and safe environment for both members and employees.
This position directly manages the following positions inside the club:
Assistant Service Manager (if club size warrants)
Front Desk Staff (apprx. 3-9)
Kids Club Supervisor (apprx. 1-2)
Kids Club Attendant (apprx. 2-7)
Group X Instructors
Essential Duties &
Responsibilities:
The SM is responsible for performing the following activities for the club:
Depending on the club revenue size, these activities may be entirely delegated to assistant managers and staff (in larger clubs), occur only infrequently (in mid-size clubs), or may require routine direct involvement (in smaller clubs).
Service Management 40% of time
Ensure that all club members are delivered a high member service experience. To achieve this objective the SM will:
Proactively engage club member base, regularly greet and interact with members, and conduct member satisfaction surveys under company guidelines
Resolve member concerns and complaints in a professional manner within 24 Hour Fitness corporate and club parameters
Monitor club facilities for appearance and equipment and resolve or escalate issues that detract from the member experience. Assist CM in providing direction to third party janitorial service
Instill a sense of common responsibility and teamwork across club functions to improve the member and team member experience
Club Administration 30% of time
Drive club efforts in achieving revenue goals in Retail, Drink, Juice Bar and ancillary revenue
Work with CM 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
Implement new operational procedures in the club and follow-up with compliance checks by monitoring club systems and employee performance
Mediate club team member relations matters for all club operations team members
Ensure that systems procedures are accurately followed: proper POS procedure, desk set up, File Organization, Member Check-in, Computer Check-in, Telephone Inquiry, Guest Registration, Master Appointment Book, Cash Handling, Member ID Cards, Fitness Assessment scheduling, etc
Maintain an efficient 'back office'. To achieve this objective, the SM will oversee the following activities, which will primarily be done by an Assistant Service Manager.
Review agreements and prepare daily paperwork for forwarding to agreement administration and cash control
Make daily banking deposits
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
Staffing and Development 20% of time
Maintain a fully engaged and high performing Member Service team that aligns with company values and goals. To achieve this objective, the SM will:
Hire (with CM approval) qualified Front Desk, Kid's Club staff, and Group X Instructors
Manage Front Desk, Kid's Club, and Group X Instructor schedule within budgeted hours submitted to and approved by CM
Train & develop Front Desk, Kid's Club staff, and Group X Instructors on 24 Hour Fitness member service SOPs and objectives
Conduct weekly (or as-needed) meetings with direct reports to review performance and offer direction, motivation and guidance toward achieving individual and company goals. Offer career growth and advancement opportunities
Discipline staff under the guidance of the Club Manager and consult with the Human Resources Manager for additional direction
General 10% of time
In addition to specific functional accountabilities, the SM is expected to act as 'cross functional' manager. The SM develops a broad skill set in order to understand the fundamental roles and duties of their Membership Manager and Fitness Manager peers. The SM is able to 'step in' to assist members and team members to resolve issues in those functions if the MM or FM is absent. The SM's development may involve formal cross-training, and/or informal activities.
As revenue and staff levels decrease, the SM will have increasing personal accountability for personal hours assigned to front-desk and member service activities.
Qualifications:
Knowledge, Skills & Abilities:
Knowledge of company policies, practices and procedures, including emergency and safety procedures
Face-to-face customer service experience
Strong interpersonal and communication skills, including proper telephone etiquette. Communicates clearly and concisely. Able to generate, maintain and demonstrate a friendly, enthusiastic and positive attitude.
Possess a strong member service focus. Responds professionally to requests and inquires from guests, members and staff
Possesses strong organizational skills to execute and prioritize multiple tasks. Understands basic record keeping practices and procedures.
Experience operating office equipment such as computers, calculators, faxes and photocopiers. Must be computer proficient with basic skills in Word and Excel
Certifications / Educational Level:
High School Diploma or GED required
Bachelor's Degree preferred
Bilingual - Spanish preferred
Cardiopulmonary Resuscitation (CPR) and Automated External Defibrillator (AED) certification required
Experience:
1-2 years as customer service / operations associate
Preferred: Prior management experience in retail/hospitality industry leading 3-10 employees
Physical Requirements:
Ability to work in club office; move about club floors and rooms; review, revise, create club paperwork; communicate with employees, members, and the public.
Travel: Must be able to travel by car and airplane up to 10% of the time
Ability to communicate telephonically with members
Ability to access and operate Company computer system including prepare documents, enter data into computer system, read reports from a computer data base or email system
Work Environment:
While performing the duties of this job, regularly exposed to moving mechanical parts
The noise level in the environment is occasionally loud
Extended workdays are a frequent occurrence, as are weekends and holidays as needed to support the business
Auto req ID: 12462BR
Job Title: Service Manager
Area of Interest: Service
Location Name: 00358 Independence - MO
Address: 3850 South Crackerneck Rd
City: Independence
State: MO
Zip Code: 64055
Date: Nov 19, 2014
Location: Independence, MO, US
Nearest Major Market: Kansas City
Job Segment: Service Manager, Manager, Front Desk, Merchandising, Customer Service, Management, Administrative, Retail, BilingualEstimated Salary: $20 to $28 per hour based on qualifications.
24 Hour Fitness, INC.
Job Description:
Job Summary
The Service Manager (SM) ensures that the club delivers the best guest and member experience.
Responsible for communicating and upholding company standards and leading by example for delivering the 24 Hour Fitness Service Promise; manage a clean, friendly and well maintained club. Ensure that team members consistently execute the basics in punctuality, dress code friendliness and cleanliness.
Major emphasis is to support member retention by advocating for the best member experiences and operational processes in the club.
Hires, trains and develops a strong team of Service Representative and Kids' Club professionals that delivers on company goals and reflects its values.
Responsible for the successful attainment of department targets (e.g. member service, cleanliness, revenue, and retention).
Ensures that the facility is well equipped, and provides a clean and safe environment for both members and employees.
This position directly manages the following positions inside the club:
Assistant Service Manager (if club size warrants)
Front Desk Staff (apprx. 3-9)
Kids Club Supervisor (apprx. 1-2)
Kids Club Attendant (apprx. 2-7)
Group X Instructors
Essential Duties &
Responsibilities:
The SM is responsible for performing the following activities for the club:
Depending on the club revenue size, these activities may be entirely delegated to assistant managers and staff (in larger clubs), occur only infrequently (in mid-size clubs), or may require routine direct involvement (in smaller clubs).
Service Management 40% of time
Ensure that all club members are delivered a high member service experience. To achieve this objective the SM will:
Proactively engage club member base, regularly greet and interact with members, and conduct member satisfaction surveys under company guidelines
Resolve member concerns and complaints in a professional manner within 24 Hour Fitness corporate and club parameters
Monitor club facilities for appearance and equipment and resolve or escalate issues that detract from the member experience. Assist CM in providing direction to third party janitorial service
Instill a sense of common responsibility and teamwork across club functions to improve the member and team member experience
Club Administration 30% of time
Drive club efforts in achieving revenue goals in Retail, Drink, Juice Bar and ancillary revenue
Work with CM 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
Implement new operational procedures in the club and follow-up with compliance checks by monitoring club systems and employee performance
Mediate club team member relations matters for all club operations team members
Ensure that systems procedures are accurately followed: proper POS procedure, desk set up, File Organization, Member Check-in, Computer Check-in, Telephone Inquiry, Guest Registration, Master Appointment Book, Cash Handling, Member ID Cards, Fitness Assessment scheduling, etc
Maintain an efficient 'back office'. To achieve this objective, the SM will oversee the following activities, which will primarily be done by an Assistant Service Manager.
Review agreements and prepare daily paperwork for forwarding to agreement administration and cash control
Make daily banking deposits
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
Staffing and Development 20% of time
Maintain a fully engaged and high performing Member Service team that aligns with company values and goals. To achieve this objective, the SM will:
Hire (with CM approval) qualified Front Desk, Kid's Club staff, and Group X Instructors
Manage Front Desk, Kid's Club, and Group X Instructor schedule within budgeted hours submitted to and approved by CM
Train & develop Front Desk, Kid's Club staff, and Group X Instructors on 24 Hour Fitness member service SOPs and objectives
Conduct weekly (or as-needed) meetings with direct reports to review performance and offer direction, motivation and guidance toward achieving individual and company goals. Offer career growth and advancement opportunities
Discipline staff under the guidance of the Club Manager and consult with the Human Resources Manager for additional direction
General 10% of time
In addition to specific functional accountabilities, the SM is expected to act as 'cross functional' manager. The SM develops a broad skill set in order to understand the fundamental roles and duties of their Membership Manager and Fitness Manager peers. The SM is able to 'step in' to assist members and team members to resolve issues in those functions if the MM or FM is absent. The SM's development may involve formal cross-training, and/or informal activities.
As revenue and staff levels decrease, the SM will have increasing personal accountability for personal hours assigned to front-desk and member service activities.
Qualifications:
Knowledge, Skills & Abilities:
Knowledge of company policies, practices and procedures, including emergency and safety procedures
Face-to-face customer service experience
Strong interpersonal and communication skills, including proper telephone etiquette. Communicates clearly and concisely. Able to generate, maintain and demonstrate a friendly, enthusiastic and positive attitude.
Possess a strong member service focus. Responds professionally to requests and inquires from guests, members and staff
Possesses strong organizational skills to execute and prioritize multiple tasks. Understands basic record keeping practices and procedures.
Experience operating office equipment such as computers, calculators, faxes and photocopiers. Must be computer proficient with basic skills in Word and Excel
Certifications / Educational Level:
High School Diploma or GED required
Bachelor's Degree preferred
Bilingual - Spanish preferred
Cardiopulmonary Resuscitation (CPR) and Automated External Defibrillator (AED) certification required
Experience:
1-2 years as customer service / operations associate
Preferred: Prior management experience in retail/hospitality industry leading 3-10 employees
Physical Requirements:
Ability to work in club office; move about club floors and rooms; review, revise, create club paperwork; communicate with employees, members, and the public.
Travel: Must be able to travel by car and airplane up to 10% of the time
Ability to communicate telephonically with members
Ability to access and operate Company computer system including prepare documents, enter data into computer system, read reports from a computer data base or email system
Work Environment:
While performing the duties of this job, regularly exposed to moving mechanical parts
The noise level in the environment is occasionally loud
Extended workdays are a frequent occurrence, as are weekends and holidays as needed to support the business
Auto req ID: 12462BR
Job Title: Service Manager
Area of Interest: Service
Location Name: 00358 Independence - MO
Address: 3850 South Crackerneck Rd
City: Independence
State: MO
Zip Code: 64055
Date: Nov 19, 2014
Location: Independence, MO, US
Nearest Major Market: Kansas City
Job Segment: Service Manager, Manager, Front Desk, Merchandising, Customer Service, Management, Administrative, Retail, BilingualEstimated Salary: $20 to $28 per hour based on qualifications.
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