Club General Manager

**In a nutshell**

This gig is all about managing the day-to-day operations of the overall club ensuring maximisation of revenue opportunities, cost control and a safe and healthy environment that exceeds epectations of members and guests. To recruit, develop, motivate, deploy and retain high performing team members. You are to further develop and implement overall club strategy and manage associated budgeting and on time reporting.

**A day in the life**
- Operations _

Manage Day to Day Operations
- Further develop, implement and manage overall club strategy, working closely with Head of Operations & Safety to produce accurate budgeting and on time reporting.
- Ensure the club is effectively controlled and managed financially, and pre-determined targets are achieved on a monthly basis.
- Ensure relevant team members have access to the necessary financial information to allow them to do their job effectively.
- Ensure all company policies as outlined in relevant manuals, are adhered to within the club.
- Play an active role in developing the standards of both product and service delivery in the club.
- Provide constructive feedback to the Head of Operations regarding club design and finishes.
- Continually look for ways to improve the efficiency of the club.
- Offer full support to the Sales Manager in facilitating the sales process within the club.
- Develop a strong link with the sales team and ensure full support provided at all times.
- Ensure a high level of communication with club members and team members at all times (communicate with other fellow Club Managers to ensure consistency across the brand).
- Represent Virgin Active at official occasions, in negotiations, at conventions, seminars and forums as required.
- Ensure all relevant tasks are completed in line with the member lifecycle.
- Ensure team participation in club operations activities to fully understand and keep up to date with product offering.
- Ensure member information is handled in line with the privacy guidelines and maintain strict confidentiality to ensure it is not disclosed to any third party.Maintain a comprehensive knowledge of guidelines in relation to working with children and ensure compliance at all times.

Member Retention and Sales Support
- Maintain awareness of current member retention statistics, educate other team members on the importance of member retention and continually aim to retain all members.
- Maintain awareness of current sales performance statistics, educate other team members on the importance of membership sales and continually aim to maximise all sales opportunities.

Brand Standards
- Maintain a thorough understanding of Virgin Active's Brand Standards.
- Interpret and deliver the Brand Standards on a daily basis.
- Ensure all systems and procedures are followed in line with WH&S working guidelines and procedures

Service Delivery
- Deliver excellent customer service to all members and guests.
- Coach and support HODs to ensure service delivery standards are met and evaluated.
- Evaluate member experience and develop and implement action plans with HODs to continually improve service delivery based on external member evaluation such as mystery shopping and member satisfaction surveys.
- Develop and implement quarterly member forums.
- Ensure all systems and procedures are in line with WH&S working guidelines and procedures.

Management of Resolutions and Feedback
- Positively respond to and resolve escalated member feedback and complaints.
- Escalate member feedback and complaints appropriately.
- Provide monthly report and action plans.
- Recognise individual and team performance where positive feedback has been received.
- Finance, Admin and Reporting _
- Ensure achievement of club targets.
- Ensure all necessary accounting procedures are followed within the club.
- Ensure all accounting information reaches Active Central within agreed timeframes.
- Authorise all purchase orders in line with guidelines.
- Compile and provide weekly, monthly and quarterly reporting.
- Produce accurate budgeting as required.Ensure established system procedures are followed and administrative processes are updated as required.
- People _
- Recruit team by reviewing resumes and participating in treasure hunting process as required.
- Ensure team receive thorough club and team induction and are fully competent prior to servicing members and/or prospects.
- Ensure team are appropriately trained and fully understand all aspects of club operations.
- Ensure team are fully aware of emergency procedures, their WH&S responsibilities and attend regular training sessions as required.
- Coach, develop and motivate team to ensure effective achievement of company goals and objectives.
- Manage individual performance, providing regular feedback using the formalised Evaluate process.
- Ensure individuals are given every opportunity to maximise their personal and professional development.
- Ensure rosters are established in line wit