Club Operations & Member Experience Lead

24 Hour Fitness USA, LLC; Kapolei (HI); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Free gym membership

401k with match

Job summary

24 Hour Fitness USA, LLC in Kapolei, Hawaii, is seeking an Operations Lead to ensure the club delivers an outstanding member experience by coordinating with the General Manager and a team of attendants and service advisors. You will oversee daily operations, cleanliness, safety, and member service, drive membership and retail revenue, and serve as Manager on Duty during shifts.

Model our service promise, foster a positive, results-driven culture, and lead by example to achieve strong business

Qualifications

• Familiarity with SMG 360, Power BI and Net Promoter Score required.
• 2 years of customer service experience required.
• Experience supervising and directing work of Team Members.
• Availability and willingness to work a flexible schedule, including early mornings, evenings and weekends.
• Strong interpersonal and communication skills.
• Certifications in FirstAid/CPR or personal training.

Responsibilities

• Drive club performance by executing daily operational standards that support exceeding budget and growing membership and IMU.
• Serve as Manager on Duty during assigned shifts, ensuring a clean, safe, welcoming and efficient club environment.
• Lead Club Attendants and Sales & Service Team Members to deliver consistent service and achieve retail goals.
• Own member issue resolution by addressing concerns and inquiries.
• Assist in member retention through training and development of the Sales and Service team.
• Improve club cleanliness and sentiment by validating cleaning routines and coordinating with Facilities.
• Partner with the General Manager on scheduling, timekeeping, dress code and coaching.
• Manage inventory and front desk supplies to keep the club stocked and well maintained.

Skills

Net Promoter Score

Customer service

Team supervision

Interpersonal communication

Flexibility schedule

First Aid/CPR

Tools

Power BI

SMG 360

Job description

24 Hour Fitness USA, LLC in Kapolei, Hawaii, is seeking an Operations Lead to ensure the club delivers an outstanding member experience by coordinating with the General Manager and a team of attendants and service advisors. You will oversee daily operations, cleanliness, safety, and member service, drive membership and retail revenue, and serve as Manager on Duty during shifts.

Model our service promise, foster a positive, results-driven culture, and lead by example to achieve strong business