Assistant Operations Manager

ZipRecruiter; Miami (FL); On-site; USD 40,000 - 55,000; Full time

Job summary

A leading company in the fitness industry is seeking an Assistant Operations Manager to enhance member satisfaction and support operations. This role requires engaging with members, addressing concerns, and driving revenue goals. Ideal candidates should be customer-focused with strong communication skills and a background in customer service roles.

Qualifications

• Minimum 2+ years in customer service roles within health clubs or retail.
• Experience handling multiple phone lines.

Responsibilities

• Resolve member concerns and complaints professionally.
• Drive revenue goals by managing dues and retail sales.
• Maintain club facilities and ensure member satisfaction.

Skills

Customer service focus

Interpersonal skills

Communication skills

Team player

Education

High school diploma or GED

Current CPR/AED certification

Job description

GENERAL SUMMARY: The Assistant Operations Manager is responsible for assisting and directing members/guests, monitoring incoming inquiries, and ensuring proper check-in procedures are followed. They actively engage with the club member base, regularly greet and interact with members, and conduct member satisfaction surveys. The AOM reflects the professionalism of the Operations Manager. They are also responsible for the club's dues growth by maintaining a friendly, customer service-oriented environment and achieving dues targets each month.

ESSENTIAL DUTIES & RESPONSIBILITIES:

1. Resolve member concerns and complaints professionally within UFC Gym corporate and club parameters.
2. Monitor club facilities for appearance and equipment, resolving or escalating issues affecting the member experience.
3. Assist in providing direction to janitorial services.
4. Foster teamwork across club functions to improve member and staff experiences.
5. Ensure policies and procedures are followed at the front desk, Kids Club, and Armbar areas.
6. Drive revenue goals in dues, retail, juice bar, and ancillary services.
7. Manage billing for member dues, including contacting past due members and handling credit card issues.
8. Collaborate with the OM on promotions and merchandising strategies.
9. Ensure retail displays are optimal and merchandise transfers follow company policies.
10. Monitor compliance through club systems and employee performance checks.
11. Follow system procedures accurately, including POS operations, member check-in, and cash handling.
12. Maintain an organized back office and prepare daily paperwork and inventory reports.
13. Make daily banking deposits from Monday to Friday.
14. Order supplies and supervise POS operations, ensuring accurate revenue reporting.
15. Oversee inventory receiving and control activities per guidelines.

Customer Service:

1. Greet all members and guests upon arrival.
2. Ensure guest fitness profiles are completed and fees collected.
3. Handle inquiries and member service issues, including personal training, lost and found, membership cards, and billing questions.
4. Record and secure lost and found items.
5. Ensure forms are available and properly processed.
6. Promote and sell merchandise, assisting in promotions and merchandising efforts.
7. Keep the front desk and lobby tidy and clutter-free.
8. Perform cleaning duties, including locker room checks.
9. Ensure all team members wear proper uniforms.

ORGANIZATION RELATIONSHIPS: The AOM reports directly to the Operations Manager and/or General Manager and interacts with all club members and staff, enforcing policies and procedures.

REQUIRED QUALIFICATIONS:

• Energetic, friendly, outgoing personality with a positive attitude.
• Strong interpersonal and communication skills, including telephone etiquette.
• Customer service focus.
• Ability to follow oral and written instructions.
• Multi-tasking skills with attention to detail.
• Team player with a can-do attitude.
• Adherence to meal and rest break policies, with accurate clock-in/out.

Certifications/Education:

• High school diploma or GED.
• Current CPR/AED certification.
• State-specific certification requirements.

Complete Kid's Club Attendant training before working alone in Kid's Club.

Experience:

• Minimum 2+ years in customer service within health clubs, retail, hospitality, or food service industries.
• Experience handling multiple phone lines.
• Basic computer skills.

Physical Requirements:

• Stand, reach, stoop, kneel, crouch, or crawl as needed.
• Occasionally lift/move up to 25 pounds.
• Remain on your feet for full shifts.

This position description describes the general nature and level of work and is not exhaustive of all duties and responsibilities.