Club Manager - Portsmouth

Holiday Inn
Portsmouth, Hampshire
Competitive
12 May 2017
09 Jun 2017
Full Time

Club Manager - Portsmouth

Area/Department: Leisure Club    

Reports to : General Manager

Position Supervised: Supervision of full department staff

Job Scope

  • Effectively manage the Health Club to maintain brand standards, and achieve budget and other agreed objectives
  • Promotes the desired work culture around our Kew Green Metrics and the brand ethos.                              

Key Relationships Club Manager, Hotel General Manager, Hotel Operations Manager,

Members of Club, Hotel Guests, Group Operations Support Manager, Director of Leisure.          

Key Job Responsibilities

  • Approach leisure club branding in a positive and ‘can do’ manner.
  • Instil brand values and standards into staff so they fully understand and believe in the brand.
  • Maintain brand standards on a day to day basis.
  • Contribute to brand review, so brand remains relevant and appropriate to customer needs.

Staffing

  • Recruit staff who reflect Kew Green Standards in line with Company procedures.
  • Induct staff thoroughly, ensuring a comprehensive understanding of the Company, the club, and customers, their role and your expectations.
  • Train staff, utilising Company courses, so they perform to Company expectations.
  • Develop staff, so they can progress within the Company, and fulfil career aspirations.
  • Review performance regularly; job chats at least monthly initially, and then a minimum of 6 monthly appraisals.
  • Catch staff doing something right - engender a positive atmosphere where staff want to, and can do, well.
  • Handle poor performers, coaching initially and using formal procedures if no improvement.
  • Treat staff fairly and consistently, using the disciplinary procedure for instances of misconduct.

Product

  • Screen all potential club users using Company approved procedures, to spot risk factors and identify objectives.
  • Conduct Company approved fitness tests and interpret for members.
  • Prescribe programmes that enhance member’s lifestyles, and promote behaviour change.
  • Design and deliver a programme of classes that meets member’s needs, and brand standards.
  • Instruct members in the use of facilities and gym equipment, so it is safe, fun and beneficial.
  • Fully utilise computerised systems - in line with Company guidelines.

Commercial

  • Constantly monitor club competitors, using information to recommend changes to club strategies.
  • Liaise with GM over best approaches to marketing, and monitor success of each.
  • Handle all enquiries and sales tours professionally and skilfully aiming to maximise conversions.
  • Manage the membership enquiry systems, fully utilising it in line with guidelines.
  • Manage membership system effectively, again in line with guidelines.
  • Constantly review membership mix, rates, DD % to ensure optimum.
  • Maintain retention at agreed levels, and monitor non renewals, action as appropriate.
  • Drive all retail activities in club (including beauty, sports retail, food and beverage) ensuring effective marketing, sales promotion, sales and after sales service.
  • Drive all other secondary spend activities in club (including personal training, guest fees, class income) ensuring effective marketing, sales promotion, sales and after sales service.
  • Liaise with Group Director of Leisure, and comply with all Company procedures.
  • Attend weekly Conference Call.

Financial

  • Achieve club revenue and profit targets
  • To assist in review of the annual budget and identify short term objectives to achieve targets
  • Establish and attain key business objectives relating to all areas of club performance.
  • Review financial performance on a daily, weekly, monthly basis, take remedial action as appropriate.Provide accurate weekly and monthly figures as requested by General Manager, and submit by deadlines.

Self-Management

  • Comply with hotel rules and regulations and provisions contained in the employment handbook.
  • Comply with company grooming and uniform standards.
  • Comply with timekeeping and attendance policies.
  • Actively participate in training and development programmes and maximise opportunities for self-development.
  • To maintain the appropriate attitude and physique to reflect and promote the image of the Health Club               

Customer Service

  • Demonstrate service attributes in accordance with industry expectations and company standards to include:-
  • Being attentive to guests
  • Accurately and promptly fulfilling guest requests
  • Understand and anticipate guest needs
  • Maintain a high level of knowledge which will enhance the guest experience
  • Demonstrate a service attitude that exceeds expectations
  • Take appropriate action to resolve guest complaints
  • Appreciate the dynamic nature of the health club industry/hotel industry and extend these service attributes to all internal customers.
  • To assist in the promotion of the health club/hotel (and Kew Green Hotels Group generally) by being involved in a variety of activities, in accordance with the budget set by the Club Manager.
  • To assist in the sales of accessories in the club.
  • Maintain a high level of product and service knowledge about all health clubs and InterContinental Hotels Group hotels in your region
  • Develop extra activities and events such as circuits, aqua-aerobics, running club etc.

Health Safety & Security

  • Demonstrate an understanding and an awareness of all policies and procedures relating to Health, Hygiene and Fire Life Safety.
  • Familiarise yourself with emergency and evacuation procedures.
  • Ensure all security incidents, accidents and near misses are always logged in a timely manner and brought to the attention of your line manager.
  • Assist in the maintenance of all facility equipment and carry out minor repair work
  • Assist in the monitoring and control of the pool and spa in relation to those standards as given in the Maintenance / Pool & Spa Manuals
  • Assume responsibility for the highest standards of hygiene, cleanliness and tidiness in the club.
  • Assume responsibility for passing Health & Safety audits.

General

  • Assume responsibility for the daily administration of the club and constantly review the efficiency of the systems in place.
  • Comply with the company corporate code of conduct at all times.
  • Familiarise yourself with the company vision and values which link to our model of desired behaviours that we expect all employees to display.
  • Perform other tasks at the level of the role as directed by your line manager in pursuit of the achievement of business goals.
  • Desire and ability to improve your knowledge and abilities through on-going training.
  • Ability to work as part of a diverse team with colleagues from different viewpoints, cultures and countries.
  • Represent Company in professional manner at all times.
  • Maintain regular and positive communication with GM’s and other key Head Office personnel.
  • Foster positive links with other CM’s, to encourage mutual support and exchange of ideas.
  • Undertake and achieve specific objectives as agreed with GM and Group Director of Leisure

Person Specification

Background / Experience

Essential (include driving license and work permit if required)

  • UK citizen or valid work permit
  • Numeracy and literacy skills
  • Willingness to learn First Aid at Work and Pool Attendant Qualification
  • Willingness and ability to swim
  • Ability to manage team

Desirable

  • Ordered Approach
  • First Aid at Work Certificate
  • Pool Attendant qualification
  • Level 3 membership of the Register of Exercise Professionals
  • Experience in Health & Fitness industry
  • NVQ/degree (or equivalent) in health & Fitness

Team Focused: Developing the talent, process and capability for our current and future needs

Essential ( Co-operation & Communication skills,  multi skill, self development, performance improvements)

  • Carry out instructions
  • Desire and ability to learn
  • Able to ask for help
  • Assist others within and outside of immediate department
  • Ability to communicate
  • Ability to give instruction and direction
  • Ability to clean
  • Ability to restock

Action Oriented

Ensuring that visions and strategies are translated into specific deliverables in order to get results

Essential (e.g. Planning skills, enthusiasm, able to work under pressure with changing priorities, motivational factors, attitudes and personal presentation)

  • Ability to plan and prioritise
  • Ability to organise self
  • Able to multi-task
  • Flexible & adaptable
  • Ability to build rapport
  • Courtesy
  • Attention to detail
  • Listening Skills
  • Counselling skills
  • Manual Dexterity
  • Coaching skills
  • Problem Solving skills
  • Ability to work under pressure

Passionate: Creating an environment where there is a relentless commitment to success

Essential (e.g. taking responsibility, able to work without supervision)

  • Positive attitude
  • Sales Techniques
  • Ability to work without constant supervision
  • Ability to work independently

Savvy

Understanding the market, the business and customers in order to create competitive advantage

Essential (e.g. customer care skills internal & External, anticipating needs, exceeds expectations, Team working,  job knowledge, job skills & any specific aptitudes such as typing skills)

  • Customer Focused / Can-do
  • Understanding the internal and external customer needs
  • Anticipate customer needs
  • Open to new ideas
  • Cultural Awareness
  • Willingness to learn about the Hotel/ leisure club  standards /products and services

Desirable

  • Literate in Computer Technology
  • Understanding of the Hotel / Health & Fitness Industry standards, and Health Club policies and procedures