Job Summary
Monitoring and examining all aspects in the club; including fitness, operations and customer experience to ensure that the entire club is running according to the adopted standards, while achieving the desired KPIs and targets.
Job Specifications
Years of Experience : Minimum 8 years in a related field, of which at least 4 in a managerial position
Competencies
1. Communication
2. Customer Centricity
3. Ownership
4. Teamwork
5. Analytical Thinking
6. Cost Consciousness
7. Documentation & Reporting
8. Initiative
9. Knowledge of Standards, Policies, Procedures, Laws and Regulations
10. Planning & Organizing
11. Problem Solving
Roles and Responsibilities
Strategic Duties
1. Developing the Section’s work plan and assigning related activities to serve the achievement of the Department/ Division’s objectives.
2. Supervising the implementation of the Section’s plans, monitoring workflow, and ensuring adherence to policies and procedures.
3. Ensuring that work activities are carried out according to the pre-set performance objectives and suggesting any necessary actions to the Department’s Head.
4. Participating in setting the Department’s budget, in addition to monitoring and controlling expenditures in
Coordination with the Finance Division.
1. Technical and Executive Duties
2. Achieving quotas in sales and profit margins by directing all staff members in the club into performing their work as required.
3. Overseeing and administrating all the operations, fitness, and customer experience activities within the club, including floor training, GX, PT, maintenance, sales, etc. in order to maintain high performance.
4. Keeping an eye on the club staff members’ attendance by checking the Rota board in order to differentiate the good performers and take an appropriate decision regarding the opposing ones.
5. Handling escalated customer complaints which are not solved by subordinates through offering reasonable solutions to their concerns, as well as following up with them to make sure that they are satisfied with the solution and raise their retention.
6. Dealing with incidents that may occur in the club, such as: clashes between the members, injuries during the training, etc. by taking the appropriate action in accordance with the company’s policies, rules and regulations.
7. Documenting all vital information related to the club, such as: total income from memberships, expenses, etc. to keep in line with company’s policies, rules and regulations.
8. Suggesting new ideas and techniques regarding all related operations in the club by analyzing the reports submitted, benchmarking, etc. in the intention to raise the overall performance of the club.
9. Participating in finding solutions regarding the off-peak times and seasons; when the number of members declines in order to raise the number as much as possible.
10. Maintaining and updating a membership and database systems for all members using the designated software to ensure all members’ data are in place and easily retrieved by the authorized persons when needed.
11. Making all financial transactions as appropriate in accordance with the preset procedures to ensure high level of security.
12. Assisting in setting the promotions and discounts by giving the needed data to the marketing department and other concerned parties in order to maximize the income potential.
13. Performing any other duties related to the job as assigned by the direct supervisor.
Administrative Duties
1. Conducting periodic meetings with subordinates to ensure that priorities are clear and workflow is running smoothly.
2. Preparing periodic reports with respect to the Section’s activities and achievements.
3. Ensuring that instructions, circulars and organizational and operational decisions are followed and applied.
4. Appraising direct reports’ performance according to scheduled plans and recommending necessary actions as per the applied practices.
5. Recommending training needs of subordinates and evaluating the outcomes of training courses in coordination with the concerned Department.
6. Following-up on employee’s administrative affairs such as vacations, leaves, etc.
7. Nominating a deputy to carry out the responsibilities of the position whenever the need arises.