Activities Manager - Bristol Emersons green
What is the purpose of the job?
Leading and managing an efficient operation of all activities that take place in the Fitness, Group Exercise, Racquets, Swim and Families Departments within your DL Club and giving our members a fabulous experience every day. Regularly acting as Duty Manager, taking responsibility for the efficient operation for the entire club.
What will I be doing? Regularly acting as Duty Manager, taking accountability for ensuring the smooth operation of the club and ensuring day to day health & safety and compliance regulations are adhered to for everyone in the club while delivering excellence in member experience. Ensuring the professional recruitment of great people, who display our core Values and inducting, managing and developing high performance team, driving exceptional employee engagement. Ensuring regular 1-2-1 meetings performance objectives, probationary reviews and other management processes are conducted with all team members in departments of responsibility and coaching key team members (eg. Raquets manager, programme Coordinators) to deliver these to a high standard. Developing your teams through inspired leadership, adopting a coaching approach where possible and supporting your teams by ensuring optimum usage of available training (workshops, e-learning, apprenticeships etc). Walking your areas of responsibility daily to deliver 5-star standards of facilities through an obsessive attention to detail, taking a See it, Fix it approach and giving feedback to the departments. This includes ensuring all equipment is working, safe and clean at all times and signage, member communication and music levels are appropriate and deliver a great member. Spending quality time in your areas to interact with members and observe and coach your team to deliver SEE5 and 5-star service. Role modelling and coaching your team to always display our core DL Clubs values and adopting a one team approach across all team members including group exercise and swim instructors. Leading and engaging the Club team in 10@10 meetings. Taking ownership of and regularly reviewing Member feedback and Avius system, including the gym experience, group exercise, swim, racquets and families scores giving praise and saying “Thank you” to those team members being recognised and taking appropriate actions to further enhance the member’s experience in departments of responsibility. Leading the Club team in “We Play” activities to ensure that all team members understand the exceptional product and programming at your Club. Managing the Group Exercise, Swim, Families Co-ordinators and Racquets Manager to ensure all instructors are regularly assessed and coached to deliver exceptional and consistent classes and activities that exceed our members expectations. Using available data, reports and participation trackers to drive usage and penetration in the Club to help reduce our leavers. Coaching and managing the Group Exercise, Swim, Families Co-ordinators and Racquets Manager to create rotas in line with the member’s demand at your Club whilst delivering exceptional member experience. Checking rotas against the Time & Attendance system and approving for payroll. (For clubs with self-employed PTs – Managing invoicing and payments for rental and ensuring good relationships are maintained, ensuring excellent member experience.) Playing a central role in delivering a range of member social events and activities, looking for opportunities to improve the member experience, drive Clubiness, increase profit and generate new income for the club. Keeping up to date daily with Income and Club performance via the daily dashboard, identifying key actions to drive the Club and departments forward. Creating and implementing club action and improvement plans against key metrics based on the 4 monthly cycle and managing own teams to deliver. Leading my team to deliver compliance, health & safety legislation at all times including full adherence to the completion of prime safety system, crisis management policies, child safety guidance, compliance and health and safety audits and following GDPR guidelines. Supporting the reception team to ensure that all our products, courses and classes are compliant to the bookings policy. Building good relationships with Club Support and team members to utilise resources for the benefit of all. Working with partners and contractors to ensure consistent delivery of the Service Level Agreements. Help build great relationships within the community and grow our presence on social media channels to ensure we are externally perceived as the leading health Club for breadth and range of facilities in the local area. Delivering ad hoc activities as required.
How will I be measured? Role modelling a lead management role in the delivery of the day to day operations of the Activities Depts. Delivering individual personal objectives set by the GM. Observing me and my team delivering fantastic service and engagement with members. Observing me and my team’s speed and efficiency in reacting to incidents, issues or complaints. What members, team members or mystery members tell us about me and my team and our service, equipment, facilities, and activities. Key KPI’s which will be agreed prior to every 4 monthly cycle.
My performance and my team’s performance against our objectives and our 6 Values. How well my team and the club follow DL Clubs ways of operating. Compliance to the DL Clubs ways of operating and Children’s Safety Guide for all products and services. Achieving revenue targets and member participation targets. Minimising costs to financial targets. Contribution to the club’s profit and loss performance and member count. Achieving compliance against all legislative and company audits. Monthly club visits from Regional Manager and/or any other Club Support visitors.
What qualifications, skills and experience do I need? The position requires working shifts in accordance with the demand of the business, including working 4 weekend shifts per month and at least one late shift per week. Educated to at least A level standard or equivalent with additional Higher Education qualification (HND/Diploma) desirable. GCSE in English and Maths. Experience in managing a team in a service led facility (e.g. restaurant, attraction, retail unit, sporting or leisure facility) – highly desirable Experience managing a variety of functions with variable challenges and goals - preferred. Experience of financial planning and management. Passionate about customer service. Excellent communication and collaboration skills. Team player.