Starting Pay & Career Progression as Branch Supervisor- $3000 to $3,300 with Sales Incentives (UP to $500)
After confirmation as Branch Manager - $3,500 - $4,000 + Sales Incentives (UP to $800)
Job Overview:
The designated advocate for this role will oversee daily operations at a pool branch outlet, ensuring efficient pool usage by organizing classes and coordinating with internal stakeholders for class scheduling. They will supervise branch team members, ensuring the team members provide excellent branch experience and customer service. Responsibilities include managing staff, optimizing pool usage through class scheduling and arrangement, converting trial class attendees to regular students, addressing customer inquiries and feedback, and maintaining cleanliness and safety standards in the pool area.
Staff Management:
- Recruit, train, and supervise branch staff.
- Manage and plan staff schedules, assign tasks, and monitor staff performance to ensure a high level of productivity and customer satisfaction under service standard requirement.
Customer Service:
- Manage and lead the team to follow service standard requirement to assist customers from backend support to face-to face services on branch, to leverage branch experience, addressing their inquiries and concerns promptly and professionally.
- Handle customer complaints and resolve issues in a timely and satisfactory manner.
- Lead and manage the team to conduct new entry students orientation from trial / new lessons by providing information about pool facilities, lessons schedules and parent portal on in-house system.
- Handle customer feedback, suggestions, and complaints in a professional manner, and conduct necessary escalation and sharing to the management team.
Pool Operations Management
- Supervise daily operations to meet service standards, including optimizing pool usage, coordinating with the maintenance team for water quality checks, maintaining the branch's merchandising image, and ensuring cleanliness in the pool area, changing rooms and any other areas.
- Ensure seamless operations and a positive branch experience for student and parents.
- Monitor the inventory levels and lead the teams to stock check on inventory stocks, and order / liaise internally or externally to order the supplies as needed.
- Supervise and overview team members' sales performance and analyse data to identify trends and opportunities for growth to provide feedback to management team, or coach the team members on the promotional activities to increase sales conversion from trial class to foundation/new term class.
- Analysing the pool usage space and set up requirement to open class to optimize the pool usage to achieve sales target as assigned to the branch requirement.
Financial Management:
- Manage the cost budget (manpower, inventory purchase, etc) as assigned from finance department or management team to ensure that the branch operates within financial guidelines.
- Monitor cost and expenses, revenue to identify areas for cost optimization and revenue generation.
Class Management and Internal Stakeholder Liaison
- Supervise the pool space and utilization rate to arrange, schedule, open/close classes, and coordinate with the relevant internal stakeholder / departments for class management area.
- Collaborate closely with class instructors, coaches, and other internal stakeholders to develop class schedules, allocate resources, and maintain collaboration synergy to achieve the branch experience standards.
- Act as a liaison between management and instructors, conveying organizational objectives and expectations clearly, and ensuring that classes align with the branch's overall mission and vision.
- Address any challenges or conflicts related to class management promptly, striving to maintain a positive and productive learning environment.
Qualifications:
- Diploma in Business Management, Retail /Recreation Management, or a related field (preferred).
- At least 2 years of leadership experience in managing retail, F&B or gym recreational outlet.
- Strong leadership and team management skills.
- Excellent communication and interpersonal abilities.
- Ability to work flexible hours, including evenings and weekends.
More information would be provided if the candidates are selected for the interview session.
