Full Job Description
About the Role
What is the purpose of the job?
Responsible for the day to day successful and efficient operation of the club, ensuring our members receive an excellent experience every day. Taking full accountability for the club in the absence of the GM or as delegated, while leading the health & safety, reception, cleaning and administration functions (and Spa – some clubs). This role is recognised as the No.2 in club and Deputy to the GM and will run the club and operate as a GM in the day to day operation of the business as required.
What will I be doing?
Working closely with the GM to implement strategies to drive club targets, EBITDAR and member experience.
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.
Regularly deputising for the GM during absences or as agreed with GM due to their projects and activities, working opposing shifts, wherever possible, to maximise senior leadership across the club (including holidays).
Working closely with other HoDs, and role modelling DL Clubs ways of operating and legislation at all times.
Taking overall responsibility for the management of the Health & Safety Reception team, Cleaning team, (Spa – some clubs) and Club Administrator, ensuring effective financial control, labour scheduling, DL Clubs ways of operating and Member experience. (In larger clubs this may include the direct line management of an Operations Manager to support the management of these teams).
Leading member obsessed service through inspiring leadership.
Developing successful partnerships with third party contractors and suppliers as required (eg. cleaning), ensuring high standards are maintained consistently.
Managing the day to day workload of the Administrator ensuring accuracy and speed and that all team member processing team member queries are dealt with effectively.
Coaching colleagues to look for opportunities to increase profit and participation and working closely with GM to implement ideas across club.
Creating and implementing club action and improvement plans against key metrics based on the 4 monthly cycle and managing own teams to deliver.
Engaging with and getting to know our Members and seeking ways to improve their experience of DL Clubs at every opportunity.
Responding to and resolving member queries and complaints to the best possible outcome, understanding when/which issues to escalate to GM.
Ensuring the professional recruitment of great people and inducting, managing and developing high performance team.
Checking rotas against the Time & Attendance system and approving for payroll.
Setting stretching but achievable targets for own teams.
Carrying out club projects and activities as agreed with the GM.
Continually participating and sharing knowledge and expertise with peers and other team members.
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 club.
Delivering individual personal objectives set by the GM.
Observing me and my team’s 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.
Key KPI’s to include % of Frozen members, Usage % Penetration of monthly members, Customer Satisfaction, In-club income per member and EBITDARR.
My performance and my team’s performance against our objectives and our 6 Values.
How well my team’s and the club follow DL Clubs ways of operating.
Mine and my team’s contribution to the club’s profit and loss performance, member participation and member count.
Mine and my team’s achievement of cost control and budgets.
Compliance to the DL Clubs ways of working and Children’s Safety Guide for all products and services.
Mine and my team’s 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 working pattern requires a minimum of 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) or equivalent experience – desirable. Degree educated preferred.
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 leading a variety of functions with variable challenges and goals, or across variable depts. – preferred.
Experience of financial planning and management.
Passionate about customer service.
Excellent communication and collaboration skills.