ASST. GENERAL MANAGER

## Description

**Objective(s)**

To assist General Manager in operations and sales by overseeing general club performance and working collaboratively with Department Heads and Regional Directors/Manager**s**. To lead, manage and train club staff according to the company’s Mission, Vision, Service Standards, Sales Systems and Business philosophy. Continually provide optimal performance for net member growth, retention, and club profitability.

**Reports to:** General Manager

**Responsibilities Include But Are Not Limited To:**

• Provide the highest quality of customer service to all members by greeting them with a welcoming,

friendly, energetic and positive attitude at all times. Use the member’s name as often as possible.

• Know and adhere to policies as outlined in the training and policy Manuals, including club emergency & safety response protocol and be prepared to act & exercise sound judgment with safety as a priority.
• Hire, train and maintain a proactive, efficient, engaging, professional, customer service oriented, friendly staff.
• Communicate club promotions, activities and developments within the club to members & staff.
• Provide ongoing coaching and motivation for sales team which may include conducting sales meetings.
• Schedule Membership Directors to provide appropriate coverage in club and at community events as scheduled in coordination with the GM and Home Office.
• provide documented coaching as warranted for sales staff not meeting goals and evaluate performance; use disciplinary action as needed.
• Maintain a positive attitude with sales team, management and all club staff.
• Assist with training sales staff on all paperwork: contracts, freezes, status changes, cancellations, admin duties including use of all AFF sales systems.
• Assist Membership Directors with sales, prospecting, and membership assists.
• Perform duties of Membership Director when needed.
• Work well and communicate effectively with all department heads, club staff, management and Home Office staff to ensure good communication and integration of all departments.
• Utilize on-line recruiting and screening tools provided by the company to hire according to company standards some of which is articulated in objectives above.
• Accurately complete new hire paperwork and submit for proper processing according to company policy before placing a new employee on the schedule.
• Assist with maintaining current personnel records on staff, perform administrative duties and properly complete required paperwork.
• Participate in conducting new hire orientations for new employees.
• Work designated AGM schedule as directed by the GM and Home Office which will include occasional weekend shifts and substituting for Department Managers in their roles as needed.
• Use disciplinary action when necessary and properly document such action. Terminate employees as warranted. Obtain all necessary approvals for any disciplinary action.
• Develop, implement and evaluate department goals & performance on a regular basis.
• Maintain knowledge of Welcome desk duties, function & paperwork and assist in with bank deposits, and end of the month paperwork.
• Attend required club and regional meetings and in person and online training programs.
• Be prepared to become the interim General Manager in case of emergency or should a short term need for the position arise.
• Oversee all club operations and staff as manager on duty when GM is not present.
• Other duties as reasonably assigned by the General Manager and Home Office.