Club General Manager

In a nutshell

This gig is all about managing the day-to-day operations of the overall club ensuring maximisation of revenue opportunities, cost control and a safe and healthy environment that exceeds epectations of members and guests. To recruit, develop, motivate, deploy and retain high performing team members. You are to further develop and implement overall club strategy and manage associated budgeting and on time reporting.

A day in the life

Operations

Manage Day to Day Operations

• Further develop, implement and manage overall club strategy, working closely with Head of Operations & Safety to produce accurate budgeting and on time reporting.
• Ensure the club is effectively controlled and managed financially, and pre-determined targets are achieved on a monthly basis.
• Ensure relevant team members have access to the necessary financial information to allow them to do their job effectively.
• Ensure all company policies as outlined in relevant manuals, are adhered to within the club.
• Play an active role in developing the standards of both product and service delivery in the club.
• Provide constructive feedback to the Head of Operations regarding club design and finishes.
• Continually look for ways to improve the efficiency of the club.
• Offer full support to the Sales Manager in facilitating the sales process within the club.
• Develop a strong link with the sales team and ensure full support provided at all times.
• Ensure a high level of communication with club members and team members at all times (communicate with other fellow Club Managers to ensure consistency across the brand).
• Represent Virgin Active at official occasions, in negotiations, at conventions, seminars and forums as required.
• Ensure all relevant tasks are completed in line with the member lifecycle.
• Ensure team participation in club operations activities to fully understand and keep up to date with product offering.
• Ensure member information is handled in line with the privacy guidelines and maintain strict confidentiality to ensure it is not disclosed to any third party.
• Maintain a comprehensive knowledge of guidelines in relation to working with children and ensure compliance at all times.

Member Retention and Sales Support

• Maintain awareness of current member retention statistics, educate other team members on the importance of member retention and continually aim to retain all members.
• Maintain awareness of current sales performance statistics, educate other team members on the importance of membership sales and continually aim to maximise all sales opportunities.

Brand Standards

• Maintain a thorough understanding of Virgin Active's Brand Standards.
• Interpret and deliver the Brand Standards on a daily basis.
• Ensure all systems and procedures are followed in line with WH&S working guidelines and procedures

Service Delivery

• Deliver excellent customer service to all members and guests.
• Coach and support HODs to ensure service delivery standards are met and evaluated.
• Evaluate member experience and develop and implement action plans with HODs to continually improve service delivery based on external member evaluation such as mystery shopping and member satisfaction surveys.
• Develop and implement quarterly member forums.
• Ensure all systems and procedures are in line with WH&S working guidelines and procedures.

Management of Resolutions and Feedback

• Positively respond to and resolve escalated member feedback and complaints.
• Escalate member feedback and complaints appropriately.
• Provide monthly report and action plans.
• Recognise individual and team performance where positive feedback has been received.

Finance, Admin and Reporting

• Ensure achievement of club targets.
• Ensure all necessary accounting procedures are followed within the club.
• Ensure all accounting information reaches Active Central within agreed timeframes.
• Authorise all purchase orders in line with guidelines.
• Compile and provide weekly, monthly and quarterly reporting.
• Produce accurate budgeting as required.
• Ensure established system procedures are followed and administrative processes are updated as required.

People

• Recruit team by reviewing resumes and participating in treasure hunting process as required.
• Ensure team receive thorough club and team induction and are fully competent prior to servicing members and/or prospects.
• Ensure team are appropriately trained and fully understand all aspects of club operations.
• Ensure team are fully aware of emergency procedures, their WH&S responsibilities and attend regular training sessions as required.
• Coach, develop and motivate team to ensure effective achievement of company goals and objectives.
• Manage individual performance, providing regular feedback using the formalised Evaluate process.
• Ensure individuals are given every opportunity to maximise their personal and professional development.
• Ensure rosters are established in line with maximising coverage at peak periods.
• Ensure individual people files are continually updated with relevant information with close communication with the Peoples Team.
• Ensure People Policies are made aware to all staff members to reinforce and provide clarity with Virgin Active values and expectation of team members behaviours and performance.
• Focus on succession development and growing pipeline of talent internally.

Other Bits and Pieces

• Help to create an environment where all team members are encouraged to both enjoy themselves at work and make a real contribution to the success of the business as a whole.
• Be fully involved in the creation of a fun, lively and creative atmosphere.
• Submit any original ideas (no matter how bizarre) to promote fun and support retention of members.
• Be the finest ambassador of Virgin Active at all times.
• Demonstrate behaviours in line with Virgin Active’s standard of conduct at all times.
• Follow the company WH&S policies and ensure necessary duties carried out.
• Respond to emergency situations and injuries as appropriate.
• Proactively take the lead on own professional development.
• Attend essential training to keep required qualifications up to date (training will be provided) and notify manager if any required qualification is due to expire.
• Ensure relevant emergency procedures are adhered to and participation in regular training as required (e.g. evacuations).
• Carry out other reasonable duties, participate in special projects and attend meetings as required

To land this gig… and your ongoing mindset

• You have a minimum 5+ years of relevant experience in comparable position or demonstrated progress through Virgin Active leadership pipeline.
• You have experience in delivering impeccable customer service and responding to feedback and complaints.
• You have the experience in recruiting, developing, motivating, deploying and retaining a high performing team or demonstrated progress through Virgin Active leadership pipeline.
• You have aligned experience. You know what it’s like to work with a high profile consumer brand. You may also have delivered service in a multi-channel business. A+ for you.
• You are people-focused. You get a kick out of creating those wow! moments. You’re patient, level-headed and cool under pressure. Teaching others customer service makes you feel warm and fuzzy inside.
• You are self-assured. You listen intently. You write eloquently. Your communications are direct, considered and clear and you’re authentic when you express yourself. You use empathy to design better processes. People trust your judgement.
• You are driven. You’re perceptive, you ask questions and you strive to understand. You enjoy solving problems. You don’t get flustered easily. You’re comfortable managing your time and can be counted on to successfully reach goals.
• You have a can-do approach. You think on your feet. You’re cool with ambiguity and you roll with the punches when things change. You’re motivated to find solutions. You easily move between tactical work and big picture work.
• You are able to exercise business judgement. You know financial, People and Technology management to accomplish the mission of Virgin Active. You know what is to be effective and efficient decision-making.
• You are able to keep promises and honor commitments. You take responsibility for your actions and decisions and you know how to behave consistently with values repeatedly expresses to others.
• You can show the ability to drive the need to rationale changes and ensure that your team members and all stakeholders are comfortable with the desired change. You will drive to minimize complexities or reducing the impact for a smooth and successful change acceptance.