Assistant Operations Manager (AOM)
The Assistant Operations Manager (AOM) is a full-time position that assists and reports to the Operations Manager, helping deliver clean and functioning facilities while providing excellent customer service. This may include maintaining club space, leading new member acquisition efforts, training fellow team members, and being the source of managerial support for subordinates. The Assistant Operations Manager works a complimentary schedule of the Operations Manager and must be flexible to meet the needs of the business.
Key Responsibilities Include:
- Member Experience & Retention: Acting as the primary escalation point for member concerns, ensuring rapid and professional resolution of service or billing issues to maintain high retention rates.
- Facility & Amenity Standards: Conducting frequent inspections of locker rooms, fitness floors, studios, and common areas to ensure they remain to the highest standards and fully stocked.
- Team Leadership & Training: Hiring, scheduling, and coaching Member Service Advisors, Housekeepers, and support staff with Daily Feedback, Weekly Check-ins, Monthly SMART Goals, and meetings.
- Sales And Revenue Generation: Driving new member acquisition efforts through example, and maintenance of sales related systems and processes including drivers, KPI’s and Sales Performance Score Card. Serves as lead sales rep during designated shifts, essentially running the shift from the Front Desk.
- Compliance & Safety: Ensures the facility adheres to all health and safety regulations (e.g., OSHA) and maintaining staff certifications like CPR/AED, and Pool Operators.
- Equipment Maintenance: Coordinates with OM in reporting, flagging, and logging all maintenance required on all equipment and facilities for operations.
Customer Service & Member Experience
- Act as "The Mayor" by fostering connections with members, cultivating relationships, and promoting an engaging and positive atmosphere.
- Address member suggestions and concerns promptly, modeling personalized service and empathy for all team members.
- Conduct frequent walkthroughs to ensure the facility is clean, organized, and welcoming, setting the standard for operational excellence.
Communication & Collaboration
- Hold regular team meetings to ensure alignment, provide updates, and foster open communication across all departments.
- Meet daily with the Operations Manager to review team progress, assess expenses, and pass on concerns from members and team.
- Participate in department director meetings to review policies, procedures, and employee morale, ensuring a collaborative and cohesive team environment.
Qualifications
- 2+ years of management experience in fitness, hospitality, or retail industries.
- Proven ability to multi-task and prioritize effectively in a fast-paced environment.
- Track record of consistent leadership, employee development, and fostering a positive workplace culture.
- Strong customer service, interpersonal, and conflict resolution skills.
- Knowledge of operational systems (e.g., MindBody) and a passion for the health and fitness industry.
- CPR/AED certification within 30 days of hire; Certified Pool Operator (CPO) license within 6 months preferred.
- Experience working in the fitness or hospitality/food and beverage industry preferred.
Job Type: Full-time
Pay: $20.00 - $30.00 per hour
Benefits:
- Dental insurance
- Employee discount
- Health insurance
Work Location: In person
