General Manager

Frasersgroup; Exeter; On-site; GBP 40,000 - 60,000; Full time

Benefits offered by this job

Complimentary club membership

Job summary

Slazenger Padel Clubs in Exeter is seeking an experienced General Club Manager to oversee operations, membership growth, and financial performance. You will lead a motivated team, ensure health and safety standards, and deliver exceptional member experiences across facilities and events.

In this role you will manage day-to-day operations, recruit and develop staff, and drive community engagement while maintaining high service levels and profitability.

Qualifications

• Experience managing a leisure, fitness, hospitality, sports, or membership-based business.
• Proven leadership and people management experience.
• Strong commercial awareness and financial understanding.
• Excellent communication and organisational skills.
• Experience delivering high levels of customer service.
• Ability to analyse performance data and implement improvement plans.

Responsibilities

• Lead the day-to-day operation of the club.
• Ensure all daily, weekly, and monthly operational checklists are completed.
• Maintain exceptional facility standards across courts, reception, changing facilities, hospitality areas, and external spaces.
• Manage supplier relationships and service contracts.
• Ensure all equipment and facilities remain fully operational and safe.
• Oversee maintenance reporting and resolution of defects.
• Deliver club revenue, membership, and profitability targets.
• Analyse club KPI performance and implement action plans where required.
• Drive membership sales, retention, and ancillary revenue opportunities.
• Maximise court occupancy and event participation.
• Support marketing campaigns and local business partnerships.
• Develop community engagement initiatives to grow awareness and usage of the club.
• Recruit, train, develop, and retain high-performing team members.
• Conduct regular one-to-one meetings and performance reviews.
• Create a positive culture built around accountability, teamwork, and member experience.
• Ensure all team members complete required training programmes.
• Manage scheduling and labour costs effectively.
• Deliver outstanding customer service standards throughout the club.
• Actively engage with members to gather feedback and improve satisfaction.
• Resolve complaints professionally and efficiently.
• Build a strong community atmosphere through events, competitions, and social activities.
• Ensure new members receive an excellent onboarding experience.
• Ensure compliance with all company policies and procedures.
• Maintain excellent health and safety standards at all times.
• Complete and review risk assessments.
• Investigate and report incidents, accidents, and near misses.
• Ensure COSHH, fire safety, safeguarding, and statutory compliance requirements are met.
• Support safeguarding responsibilities in line with company policy. Relevant safeguarding responsibilities are outlined within Slazenger Padel Clubs safeguarding documentation.
• Plan and deliver a calendar of coaching, social, and competitive events.
• Work closely with coaching teams to maximise participation and programme performance.
• Support regional and national Slazenger Padel events.
• Develop initiatives that enhance member engagement and retention.
• Manage club budgets and controllable costs.
• Monitor payroll expenditure and labour efficiency.
• Complete regular stock controls and financial reporting.
• Ensure accurate cash handling and financial procedures are followed.

Skills

Leisure management

People management

Financial acumen

Customer service

Data analysis

Team leadership

Education

Business or related degree

Tools

Membership systems

Booking platforms

Job description

The General Club Manager is responsible for the overall operational, commercial, and people performance of the club. This role ensures the club operates safely, efficiently, and profitably while delivering an exceptional member and guest experience.

The successful candidate will lead and develop their team, drive membership growth and retention, maintain the highest standards of health and safety, and ensure the club consistently achieves its financial and operational objectives.

Key Responsibilities

Operational Management

• Lead the day-to-day operation of the club.
• Ensure all daily, weekly, and monthly operational checklists are completed.
• Maintain exceptional facility standards across courts, reception, changing facilities, hospitality areas, and external spaces.
• Manage supplier relationships and service contracts.
• Ensure all equipment and facilities remain fully operational and safe.
• Oversee maintenance reporting and resolution of defects.

Commercial Performance

• Deliver club revenue, membership, and profitability targets.
• Analyse club KPI performance and implement action plans where required.
• Drive membership sales, retention, and ancillary revenue opportunities.
• Maximise court occupancy and event participation.
• Support marketing campaigns and local business partnerships.
• Develop community engagement initiatives to grow awareness and usage of the club.

Team Leadership

• Recruit, train, develop, and retain high-performing team members.
• Conduct regular one-to-one meetings and performance reviews.
• Create a positive culture built around accountability, teamwork, and member experience.
• Ensure all team members complete required training programmes.
• Manage scheduling and labour costs effectively.

Member Experience

• Deliver outstanding customer service standards throughout the club.
• Actively engage with members to gather feedback and improve satisfaction.
• Resolve complaints professionally and efficiently.
• Build a strong community atmosphere through events, competitions, and social activities.
• Ensure new members receive an excellent onboarding experience.

Health, Safety & Compliance

• Ensure compliance with all company policies and procedures.
• Maintain excellent health and safety standards at all times.
• Complete and review risk assessments.
• Investigate and report incidents, accidents, and near misses.
• Ensure COSHH, fire safety, safeguarding, and statutory compliance requirements are met.
• Support safeguarding responsibilities in line with company policy. Relevant safeguarding responsibilities are outlined within Slazenger Padel Clubs safeguarding documentation.

Events & Programming

• Plan and deliver a calendar of coaching, social, and competitive events.
• Work closely with coaching teams to maximise participation and programme performance.
• Support regional and national Slazenger Padel events.
• Develop initiatives that enhance member engagement and retention.

Financial Accountability

• Manage club budgets and controllable costs.
• Monitor payroll expenditure and labour efficiency.
• Complete regular stock controls and financial reporting.
• Ensure accurate cash handling and financial procedures are followed.

Key Performance Indicators (KPIs)

• Membership growth and retention
• Revenue performance
• Court utilisation
• Event participation
• Customer satisfaction scores
• Health & Safety compliance
• Team engagement and retention
• Payroll management
• Ancillary spend per member
• Completion of operational compliance tasks

Skills & Experience

Essential

• Previous experience managing a leisure, fitness, hospitality, sports, or membership-based business.
• Proven leadership and people management experience.
• Strong commercial awareness and financial understanding.
• Excellent communication and organisational skills.
• Experience delivering high levels of customer service.
• Ability to analyse performance data and implement improvement plans.
• Strong problem-solving and decision-making skills.

Desirable

• Experience within racket sports, padel, tennis, fitness, or hospitality sectors.
• First Aid qualification.
• Health & Safety qualification.
• Safeguarding training.
• Experience using membership management systems and booking platforms

Personal Attributes

• Passionate about sport and customer experience.
• Naturally proactive and highly organised.
• Results-driven and commercially minded.
• Positive, energetic, and professional.
• Strong attention to detail.
• Able to lead by example and inspire high performance.
• Flexible and willing to work evenings and weekends when required.

What Success Looks Like

The General Club Manager creates a club that is operationally excellent, commercially successful, and known for delivering outstanding member experiences. They develop a motivated team, maintain best-in-class standards, and build a thriving local padel community that reflects the values and ambitions of Slazenger Padel Clubs.

"Own the operation. Lead the team. Grow the community. Deliver an exceptional padel experience every day."

Competitive salary.

Complimentary club membership.

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