General Manager - Salon, Spa, and Fitness Center

POSITION SUMMARY AND ESSENTIAL FUNCTIONS

The growth and success of a location depends on its people and how they are led. 

The General Manager has sole oversight over the day-to-day operations and management of the entire facility – they set the standard for the TEAM, they are the stewards of our Culture and must embody our Core Values and use them to guide them and hold the TEAM accountable in everything we do at FX. The General Manager is the Leader, they set the tone, they must bring the energy and take pride in our mission and their TEAM. They create a positive work environment to empower our TEAM to do great things, motivating and inspiring the TEAM to show up every day, excited and energized to provide an exceptional experience. They create a TEAM of critical thinkers that can handle whatever comes at them with honestly and compassion, maintaining an open mind and positive outlook. They create an internal culture where communication is open and honest, where they believe that being a good listener and responding in a level-headed and compassionate manner is an integral part of providing an exceptional experience with our guests and within our TEAM. The General Manager will collaborate with the Regional Facility Operations Manager to create the annual strategic goals and revenue projections for their facility and will be responsible for driving revenue and sales growth to meet/exceed weekly, monthly and yearly goals. The General Manager leads their team daily to achieve FX’s mission to make a positive impact on lives through passion, engagement and evolution

LEAD – INSPIRE – MANAGE – ACCOUNTABILITY (LIMA)

• Inspire the TEAM by creating an environment that embraces our culture, drives initiative and accountability to achieve goals, empowering the TEAM to work efficiently & effectively to identify and resolve issues and going above and beyond to meet the needs and provide the most exceptional experience for each and every guest and member. 
• Understands the company's mission statement, core values, and overall culture of FX, and serves as a Champion - leading by example and holding all teammates accountable to our values and standards.
• Maintains managerial oversight for the entire facility and communicates regularly to the TEAM, Guests and partners – notifying of any facility news, updates, issues, TEAM changes, etc. Communication is key in ensuring employee, guest and partner satisfaction.
• Accountable for the daily, monthly, yearly financial performance of the facility while driving revenues and managing expenses.
• Review key metrics and areas of focus with managers to support the development of action plans and activities that drive improvement in key metrics.
• Ensure the Fitness Manager conducts two team scorecard meetings with Trainers on Weeks 1 and Weeks 3 of every month. Week 1 conducts an assessment of previous month’s results compared to goals and addresses the action plan for current month. Week 3 examines the current month’s projections, established actions to be taken in order to achieve monthly targets, and creates an action plan for next month’s targets. 
• Conducts a monthly 1 on 1 with Senior Team Lead, Team Lead, and or Guest Relations teammates to ensure all daily, weekly, and monthly membership sales targets are achieved for current month and established for the following month.

DEVELOP & IMPLEMENT STRATEGY

• In collaboration with Regional Manager, work to create strategic annual goals: lives impacted, revenue to goal, budget, TEAM hiring/development, Guest Satisfaction, etc. 
• Develop strategy for the facility to drive TEAM, PRODUCT and GROWTH based off of the annual strategic goals set by Corporate.
• Implement effective strategies to achieve location and TEAM goals.
• Strategically maintain budgets and inventory.
• Ensure weekly trackers and monthly trainer & location scorecards are accurate and completed on time.

POLICY & PROCEDURES

• Effectively manage and communicate policies and procedures and ensure they are being uniformly enforced.
• Maintain high standards by upholding all playbooks and ensuring all policies and procedures are followed according to the TEAM FX Handbook.
• Hold teammates accountable to all policies and procedures; And coach and/or take disciplinary action, as needed.
• Ensure all TEAM members adhere to dress code at all times.
• Ensure Personal Trainers and Group Exercise Instructors certifications are up-to-date and those who are expiring are on track for recertification CEU’s.
• Identify areas for improvement and/or additional policy & procedures that would evolve our facility and services to continue to provide the most exceptional experience for our guests. 
• Ensures all teammates follow the FX Guest Tour Process and everything it entails.

GUEST EXPERIENCE

• Ensure the TEAM is providing an exceptional experience through maintaining a “stage-ready” facility and upholding the FX standard, as laid out in the operations playbook.
• Develop and deploy key strategies to aid in member/guest retention and engagement, working with Marketing and Wellness Services to execute any onsite events or member engagement activities.
• Be open to guest feedback and implement a strategy to better meet guest satisfaction, responding quickly to member inquiries and concerns.
• Conduct a daily walkthrough of the facility to ensure cleanliness and safety of the facility is “stage-ready” at all times. 
• Committed to delivering an exceptional guest experience: greeting members, walking through the facility, and building rapport with guests and members.
• Write monthly General Manager emails to engage members, provide updates, promotions, upcoming events/seminars, etc. 
• Promotes awareness of all services through member and guest communications
• Coordinate with all vendors ensuring facility retail/products/supplies are fully stocked with accurate inventory counts.
• Ensure maintenance schedules are being followed, to ensure equipment is working properly to reduce injury and limit liability, coordinating the repair and replacement of defective equipment when required.
• Manage all facility maintenance and repairs.

SERVICES

• Responsible to drive to meet/exceed all services projections: Including but not limited to; lead follow ups, booking guest appointments, exceptional guest experience and FX Guest Tour Process, overcoming objections, closing membership sales and personal training, booking personal training appointments for new members, obtaining referrals, family add-ons, setting up the FX Well app, and all aspect of proper new member onboarding.
• Meet and exceed leads to conversions goals. Daily, weekly and monthly targets apply for each individual teammate and the location.
• Ensures Senior TEAM lead and GR Teammates are meeting and exceeding behavior expectations that drive increases in leads, guest appointments, guest tours, membership sales, and personal training engagement.
• Ensures Salaried Trainers are set up with a minimum of 5 FA’s per week (10 per week is the target) during weeks 2-12 of start date. 
• Coach and develop personal trainers to generate their own leads and FA’s through outreach, meeting new members and guests (T.O. Process), referrals, building relationships with company partners (UA, TH, Physical Therapy, Cardiac Rehab) and local businesses. 
• Identify best practices and opportunities to drive improved results.
• Identify new opportunities to help the facility to grow and improve membership and personal training revenue.
• Works in collaboration with marketing department to create promotional activities to increase revenue and member satisfaction.
• Leverage local and community relationships to increase brand awareness, lead generation and conversion.
• Accountable for the member experience, engagement, acquisition, and retention.
• Responsible for ensuring salary trainers are engaged with members and integrated into the membership sales and tour process, in order to meet/exceed weekly fitness assessment goals and revenue projections. 

TEAM DEVELOPMENT AND RETENTION

• Train and develop teammates through inspiring, coaching, and mentoring on company culture, location business goals, leadership and professional development, and exceptional guest experience.
• Encouraging open and honest feedback through weekly one-on-one meetings.
• Addressing situations directly in a clear compassionate manner.
• Showing up and being friendly, present and available for the TEAM.
• Using words of affirmation to show appreciation on a regular basis.
• Wearing multiple hats to go above and beyond for the TEAM by working hard and driving results.
• Taking the time to get to get to know each TEAM member individually to show appreciation for who they are as a person – valuing their role in the company but also caring about their personal time and work-life balance.
• Communicating calmly and directly without assuming the worst or jumping to conclusions.
• Lead the recruitment of elite, diverse teammates who embody and exemplify the company core values, culture, and skillset for their location.
• Determine hiring goals for the year in collaboration with the Director of Facility Operations and the Regional Facility Operations Manager.  
• Evaluate every department to make sure they are on-track with hiring and creating a pipeline of candidates.
• Ensure all direct reports follow established onboarding training timeline for their departments and that all staff are adequately trained and can fully execute their own duties.
• Is responsible for the onboarding, training and development of all salaried trainers, coordinates with Regional Training Director and notifies them of every new hire to ensure salaried trainers are supported and mentored properly. 
• Retain current TEAM through continuous engagement, development, education, support, and accountability.
• Responsible for on-going sales and service education for all team members. 
• Responsible for safety procedure education for all new and current team members on a quarterly basis.

PARTNERSHIP GROWTH AND RETENTION

• Consistently network within the community to cultivate new corporate partnership opportunities. 
• Participate in community, chamber of commerce, business networking and other events to establish a strong connection within the community. 
• Maintain a STRONG relationship with all current partners through engagement and continuous communication.
• Identify opportunities for additional partnerships to add value and enhance member and guest experience. 

BUDGET

• Oversees facilities budget, managing payroll, and coordinates purchase of new equipment.
• Maintains and holds the team accountable to monthly department and facilities budget.
• Budget hours for all department managers to be able to schedule guest relations teammate, trainers, group instructors, etc.
• Order equipment/supplies and/or prize/reward items as necessary for the team and facility, while keeping within budget requirements

CORE VALUES

• Has a full understanding of each core value and believes in the principles they stand for.
• Exudes and exemplifies each core value and sets a good example for the TEAM, putting the principles into practice daily and using them to guide in decision making. 
• Holds the TEAM accountable, actively teaching and communicating the core values in ongoing development and in everyday conversations.
• Showing affirmation and appreciation to TEAM members in the moment when they display core values. 
• Having hard conversations/reviews with employees by measuring against or referring back to the core values and their performance, attitude, etc. 

SCORECARD

GUEST RATING

• NPS
• Google Rating
• Surveys

TEAM

• Development
• Retention
• Hire Plan

REVENUE TO GOAL

• Membership
• Personal Training
• Salon/Spa

BUDGET

• Facility
• Guest Relations Payroll
• Departmental

 Minimum qualifications for the position include the following:

• Bachelor’s degree in a relevant subject such as Business Management preferred, or comparable work experience; 
• Minimum of 5 years of experience working as a leader in a cross-departmental company, including proven success in expanding  client base and effective strategies to consistently generate new leads and obtain KPI's through a variety of methods; 
• Minimum of 3 years effectively managing a customer servicer team and service providers including hiring, talent management, and oversight of a facility to meet business needs;
• Great communication skills – written, verbal, and listening – paired with good emotional intelligence and positive interpersonal skills; 
• Must be a pro-active, solutions-oriented person who addresses problems and potential issues without hesitation, using good judgment and;
• Works well in a collaborative, team-oriented environment, and must be comfortable receiving and incorporating feedback in a constructive manner; 
• Good MS Office and general computer skills, plus experience with ABC Fitness Solutions and/or Zenoti software preferred but not required.