Customer Service Manager
Gold's Gym
- Hollywood, CA
- $65,000-70,000 per year
- Permanent
- Full-time
- Work in a fun environment with great people
- Great benefits package
- John Hancock 401k,
- Aflac supplemental insurance options
- free gym memberships, and discounts
- Opportunities to grow within the company
- Dedication to our members’ successes and goals
- Integrity which creates life-long relationships
- Passion for people in the communities we serve
- Pride in what we do and who we are
- Leadership development (ongoing)
- Excellence in execution
- But most of all…. we are more than a gym; we are a family!!
- Have a positive, upbeat, and outgoing attitude
- Are passionate about hospitality and excellence for our members
- Can work in a dynamic, fast-paced, goal-oriented environment without sacrificing quality of service
- Have fitness industry experience (preferred)
- Love to constantly learn and grow
- Manage Operations team to ensure policies and procedures are followed at all times
- Hires, trains and supervises operations team members for the front desk, Kids Club and Housekeeping Associates.
- Serves as Liaison with Corporate Customer Care Department assisting General Manager with member and/or operational issues
- Responsible for control of cash deposit with GM sign off ensuring daily deposits are made on time
- Serves as Liaison with cleaning team daily to ensure proper level of cleanliness maintained at all times including daily management of the cleaning checklists
- Works in cooperation with GM to manage/process cancellations following procedures in place to retain member
- Assists GM with management of Medallia to ensure all members concerns are addressed in a timely manner
- Assists GM with bi-weekly payroll to ensure all missed punches are corrected and submitted on time with payroll signed off by the indicated deadline
- Ensure that project/department milestones/goals are met and adhere to approved budgets
- Enforces all club rules, policies and promotes proper execution of all procedures.
- Keep the club fully staffed thorough review of applications, interviewing making hiring recommendations to the general manager.
- Manage membership questions, concerns, and inquiries for their facility
- Develop and monitor monthly, quarterly and annual metrics including employee retention and satisfaction
- Train staff to be the face of the club by providing hospitality to all members and guests
- Lead by example to provide a clean, friendly, top of the line club for our members
- Manage employee performance by coaching, and creating a healthy, positive working environment.
- Conduct weekly meetings with direct reports to review performance and offer direction, inspiration, and guidance toward achieving individual and club goals
- Ensures that all front desk systems are followed such as proper Member Check-In, Telephone Inquiry, Guest Registration, Cash Handling, Replacement of Member ID Card, Delinquent Account Procedures, Account Change requests, travel/guest passes
- Directs and controls all gym walk-thru
- Communicates with GM regarding ways to improve front desk operations
- Responsible for communicating and following cash management procedures
- Manages the retail sales procedures for the gym.
- Ability to use sound business judgment and have strong analytical skills
- Ability to effectively communicate with constituents
- Effective listening skills
- Effective delegation and follow-up skills
- Effective planning and organization skills
- Demonstrates ability to create a positive environment
- Demonstrates willingness and openness for self-development
- Ability to identify and use resources to improve overall operations
- Strong leadership qualities coupled with excellent motivational, communication, and team-building skills will make you an ideal candidate for this position.
- College degree preferred
- Current CPR Certification is required.