A unique opportunity has emerged for a hospitality maven to join a world-class clubhouse delivering premium holistic health and wellness experiences. This is an ideal role for someone in hospitality to transition into the health and wellness space, without forgoing what they love to do: engaging with guests, delivering exceptional service, and creating outstanding experiences.
The General Manager will wear many hats, dipping their toes into crucial functions such as membership services, vendor management, professional training, and financial operations.
The main responsibilities include:
Service leadership and standards
- Defining service standards for each individual element of the facility embodying the above & beyond mentality
- Assisting members and guests with any inquiries, bookings, and facility navigation;
- Ensuring that the space are tidy, organised, and stocked with the supplies;
- Assessing and escalating any complex or sensitive inquiries to leadership members for appropriate handling.
Member account management
- Keeping a detailed and updated accounts of clients on the designated systems;
- Managing membership renewal processes, ensuring timely preparation with a personalised touch;
- Collaborating with Head of Personal Training Coaches to gather valuable feedback and share insights with leadership members for evaluation.
People & training
- Supporting 360 employee lifecycle by recruiting, onboarding, and development of team members to ensure fulfilment professionally and personally;
- Designing training playbooks, running regular refreshers on service, systems, and processes;
- Assisting the leadership team in scheduling and allocating resources to ensure operational optimisation.
Operations ownership
- Becoming an expert with the software systems necessary for the business such as MindBody, Notion, and Google Drive;
- Ensuring smooth day-to-day operation for the facility, keeping excellent hygiene and service standards across all facets of the business;
- Proactively seeking out strategies for increased operational efficiency across the facility to ensure consistent quality of service;
- Providing weekly operation and service reports to the CEO with actionable outcomes.
Financial operations
- Managing vendor relationships, performing routine purchase orders, and expenses;
- Liaising with third-party vendors for any payroll and accounting queries;
- Collaborating with the leadership team to maintain budgetary compliances by uploading expenses onto the accounting platform in a timely manner;
- Monitoring financial performance and provide insight on cost-saving initiatives without compromising service excellence.
Client relationships and commercial
- Building strong member and corporate relationships by acting on feedback to drive retention;
- Owning the upsell strategy, encouraging front of house with the latest offers, scripts, and targets;
- Building and inputting client preferences onto the system to anticipate behavioural patterns.
The ideal candidate is a team player, championing a go-getter mentality. Their love for hospitality should be in parallel with fitness, health, and holistic wellness. This person thinks fast on their feet, is organised, and reliable. They will be surrounded by hungry & motivated individuals with a united goal of achieving excellence throughout their personal and professional journey.