Assistant Club Manager / Fitness Supervisor - Arundel

Assistant Club Manager / Fitness Supervisor - Hilton Avisford Park - Walberton, Arundel

Job Purpose: To deliver outstanding levels of service and team support in supporting members in achieving their goals and the club achieving its financial objectives.

Generally receives direction from: Club Manager | Director of Operations / General / Hotel Manager | Area General Manger

Generally provides direction to: Fitness Coach

Key Performance Indicators: Financial Performance goals; Guest Experience; Team Member Experience; Relevant Quality/Brand/Safety Audits.

Behaviours and competencies which need to be demonstrated:

• Leadership
• Customer Focus
• Living the Values
• Collaboration
• Judgment
• Results Focus

Planning Activities - 10%

• Prepare the annual training plan overview and ensure that investment is budgeted.
• Produce the monthly group exercise program
• Ensure scheduling is maintained in line with productivity guidelines and that training is planned effectively.
• Schedule own time effectively around critical business process and peak trading periods.
• Contribute to and review the club promotions plan.

Organizing Activities - 15%​

• Schedule the team to deliver optimal levels of productivity and maintain purchasing cycle in line with forecasted activity.
• Ensure your employment contract mix is flexible enough to respond to trading variances.
• Ensure ‘change’ initiatives are implemented effectively with high levels of team engagement.
• Ensure the team has the appropriate tools and equipment to deliver the service/propositions consistently to the required standard.
• Maintain an awareness of consumer trends and competitor activity to ensure our propositions maintain their relevance.
• Regularly review service/process impacts and make change s as required.
• Ensure that central promotions and initiatives are effectively briefed, implemented and reported on.
• Write and review planners as per specified standard.

Directing Activities - 45%

• Lead your team to deliver ahead of the targeted KPI improvements and in line with the agreed standard operating procedures.
• Support the team by being in the operation during peak periods.
• Ensure a safe, secure and stimulating environment is provided for members and colleagues in all club areas
• Ensure all members and hotel guests receive a friendly, efficient service with appropriate personalised plans that support their membership goals
• Deal with any member problems effectively and refer any which you cannot resolve to the club manager.
• Demonstrate an awareness of member priorities and anticipate needs.
• Action all member requests in friendly efficient manner.
• Be aware of company policy and legal requirements that affect your role and always respect the privacy / confidentiality of our members and guests.
• Ensure that all team members are fully equipped with the tools, skills, behaviors and knowledge required before customer contact.
• Execute the tactical elements and action plans that support the strategy / business plan.
• Maximise revenue from the personal training offered.
• Ensure that all prescribed and designed process, systems and standards are maintained.
• Champion both tactical and ‘change’ initiatives instigated by brand or management co.
• Optimise income through promotion of additional service propositions and retail products.

Staffing Activities - 20%

• Provide team with the clear purpose they require, support with relevant learning experiences and feedback on individual /team performance constantly.
• Observe and coach team to ensure they are continuing to develop their skills.
• Work to ensure that the club has appropriate resource and succession plans.
• Ensure you have a personal development plan and illicit feedback from those you lead on a regular basis.
• Ensure your behavior respects the perspective, privacy, safety and security of members and your colleagues.

Controlling Activities - 10%

• Maintain productivity and expense performance in line with targeted improvement.
• Ensure compliance with all company financial procedures.
• Make the appropriate resource adjustments to forecast variances.
• Ensure that robust process /checks are in place to cover relevant health and safety risks/ water quality and plant etc ‐ and that records are kept.
• Maintain secure plans and records of group and individual activity and outcomes

SPECIFIC JOB KNOWLEDGE, SKILL, ABILITY and BEHAVIOUR REQUIREMENTS

The individual must possess the following knowledge, skills, abilities and behaviours and be able to perform the essential functions of the job, with or without reasonable accommodation.

Leadership

The ability to envision possibilities, contribute to high performing teams, and inspire passion. The willingness to take calculated risks, assume responsibility, and enhance quality and service. Demonstrated through:

• Acting as a role model for the team and leading by example
• Effectively communicating the club purpose, mission, objectives and priorities to your team
• Taking ownership and accountability for your actions and that of your team
• Setting and clarifying individual and team expectations
• Providing a motivating environment for your team and recognising and rewarding individuals as appropriate
• Providing structured feedback to your team
• Creating a positive environment where new ideas are embraced
• Preparing and agreeing to work towards department and personal objectives

Customer Focus

The ability to proactively sense and take action on customer needs and opportunities. The willingness to exceed customer expectation. Demonstrated through:

• Engaging with every member and hotel guest
• Building rapport with individuals and groups that you coach.
• Providing support to members by helping set realistic goals around designed programs
• Supporting members who are ‘slipping’ of program but whose goals remain intact.
• Anticipating the needs of the guest before they have the opportunity to make a request
• Adhering to Brand & Company standards
• Actively representing the club at all times
• Acting on member problems by either dealing effectively with the issue or seeking assistance from your manager.
• Actively seeking feedback and checking on member satisfaction on a consistent basis

Living the Values

The ability to inspire day to day demonstration of the Hilton values. The willingness to walk the talk and positively project the face of Hilton Worldwide. Demonstrated through:

• Having a confident approach to your work
• Demonstrating passion and pride in your everyday work
• Actively using training products provided
• Being a team player in everything you do
• Being the owner of your actions and decisions
• Being open and honest at all times
• Proactively leading the team and communicating priorities to the team
• Communicating openly with team members, other supervisors and managers

Collaboration

The ability to work inter‐dependently with others, within or across groups, functions, brands, and geographies to improve effectiveness. The willingness to put the interests of the enterprise above your own and seek win‐win solutions. Demonstrated through:

• Developing effective working relationships with colleagues at all levels and in all departments in the hotel
• Being a team player in everything you do
• Demonstrating active listening skills and a willingness to understand and respect the perspective of others
• Communicating openly with managers in other departments
• Respecting the view of others
• Focusing on the cause, rather than the symptom of problems
• Asking for help when you need it
• Building solutions with suppliers and contractors that meet member needs

Judgment

The ability to process information effectively. The willingness to use facts and data to make sound decisions, and to learn from experience. Demonstrated through:

• Approaching all situations with an unbiased and open mind
• An understanding of what is important and then investing the time and energy on the issues
• Actively resolving all team member problems and issues in a timely and professional manner
• Taking business calculated risks

Results Focus

The ability to deliver results and solutions and keep the focus on driving customer value. The willingness to assume personal ownership and accountability. Demonstrated through:

• Prioritising time and energy into the fitness issues that add value to the customer experience or profitability of the business (or both)
• The building of strong relationships with specialist support, team members and regular guests.
• High levels of ‘fill’ classes, member retention, problem resolution and ‘promoter’ member responses.
• The implementation of own and others’ initiatives to drive both revenue and member loyalty
• Accurate customer billing and exceptional club audit performance
• A commitment to learn from business and personal performance reviews – to keep learning and looking for improvement

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the General / Hotel Manager based upon the particular requirements of the company.

• Provide training to other hotel team members on club procedures, Health and Safety processes, standards and principles, as needed.
• Ensure that all management related systems are maintained, including Membership System, Watson LMS, Spa Booker
• Participate in system development projects and quality enhancement pilots.
• Participate in Regional Specialist Team meetings, conference calls and initiatives.
• Participate in Duty Management, Brand Culture Programs (club and hotel), Health and Safety Committee.

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

The individual must possess the following knowledge, skills and abilities and be able to perform the essential functions of the job, with or without reasonable accommodation:

• Experience within a fitness role along with supervisory preferred.
• Customer focus and track record of success
• Able to work flexibly to suit the hours & needs of the business.
• Strong leadership and interpersonal skills. Able to effectively support, interact with and develop a team to optimum efficiency.
• Creativity, drive and initiative.
• IT –Office Applications

PREFERRED QUALIFICATIONS

• College certification or experience equivalent.
• Significant experience in a Management role within the leisure industry
• Certificated learning in delivering training, coaching and performance management techniques
• NVQ (level 3) – Personal Trainer
• Leadership and Change Management certification.
• Health and Safety for Managers / First Aid at Work
• Pool Plant Qualification / Experience
• Pool Attendant / Responder/ Lifeguard

GROOMING

All team members must maintain a neat, clean and well‐groomed appearance (specific standards available).