Gym Manager jobs in Cape Town, Western Cape

Mission:

• To inspire and enable people to live healthier, more active lives through accessible, high-quality fitness experiences.

Vision:

• To become South Africa’s most loved fitness partner.

Values:

• How We Behave
• Our Team
• Our people make us distinctive. To be distinctive, we will be professional, loyal, committed, interactive, passionate, team-orientated, humble and respectful.
• Our Members
• We will value and respect ALL our members’ needs at all times
• We will take ownership of requests and challenges
• We will treat all our members with integrity
• We will create magic moments for our members
• We will educate our members on a healthy lifestyle
• Our Facilities
• We will provide innovative products and services, and our facilities will be immaculate, fully operational and state-of-the-art.
• Our Environment
• We will add value to our community.

Job Purpose:

• To ensure that the reception area is effectively and efficiently managed at all times to provide members and guests with a positive first impression and maximize member interaction and satisfaction.
• Demonstrate a passionate, friendly and professional manner when delivering high-quality service at reception.
• Continually improve member satisfaction while respecting the individual needs of colleagues, club members and internal customers.

Key Performance Areas:

• Service

Provide all Planet Fitness guests and members with excellent customer service to improve member satisfaction and retention through the following:

• Greet all members and guests in a friendly and professional manner, in line with company expectations.
• Deliver excellent customer service to internal and external members and guests, and maximize member interaction.
• Manage receptionists’ interactions with members and guests.
• Monitor and control the member and guest access process.
• Offer credible and helpful advice to our members. Have a thorough understanding of member contracts, our product and member management system.
• Look for opportunities to exceed members’ expectations in each area of the club and escalate concerns to management or the relevant Head of Department.
• Use the Member Management System to check members’ details, statements and profiles when resolving queries. Log unresolved queries on Q-Contact.
• Manage member feedback by ensuring that comments are logged correctly through Q-Contact and that the Super User is contacted to resolve queries within 48 hours.
• Respond to, and resolve, member queries and complaints promptly and professionally and in line with the Planet Fitness Customer Service policy and procedures.
• Ensure that the reception team and reception area comply with the Planet Fitness brand and Dress Code Policy standards.
• Deliver courtesy calls to new and existing members.
• Foster a culture that strives to exceed members’ expectations in every area of the club.
• Monitor escalation of member feedback and expectations to relevant Heads of Department.
• Monitor the use of the member resolution process.
• Professionally represent and promote the Planet Fitness brand through your conduct at the club and during other Planet Fitness business, including training courses, outreach promotions and meetings.
• Answer the telephone within three rings and transfer calls when required, using the correct script. Speak clearly and in a friendly tone.
• Use the Public Address (PA) system professionally when required.
• Ensure that your personal presentation complies with Planet Fitness Dress Code standards.
• Provide ongoing, relevant customer service training to your reception team.

Service Key Performance Indicator – Refer to Annexure BSC

• Product

Deliver an exceptionally high standard of the Member Journey in order to offer and encourage members to utilize all aspects of the Planet Fitness product. Take ownership of the Planet Fitness Member Journey through the following:

• Understand the entire Member Journey and the importance of your role as the first point of contact.
• Understand the product fully by participating in Group Exercise classes and regularly using the facilities offered by your club.
• Assist Sales Consultants by booking and encouraging new members to participate in New Member Induction (NMI). Book all new members for an NMI session.
• Take ownership of NMI bookings at the point of sale, confirm bookings and rebook members who do not attend for a follow-up NMI session. Track the NMI process through the booking sheet and tracker.
• Take ownership of all booking procedures, including Group Personal Training and squash bookings, to support member satisfaction.
• Record member usage of Group Exercise classes.
• Assist members with class schedule information through the Planet Fitness website, club kiosk and Planet Fitness app.
• Encourage members to utilize all aspects of the Planet Fitness product in order to improve member retention.
• Log facility and maintenance problems in all areas of the club promptly and efficiently.

Product Key Performance Indicator – Refer to Annexure BSC

• Operations

Comply with current Human Resources, Health and Safety and Club Operations procedures. Ensure the safe and effective operation of your department in line with company policy by:

• Ensure that you and your staff are briefed daily on current issues within the club.
• Ensure you and staff complete shift handover documents accurately and timeously.
• Monitor and control staff checklists on an ongoing basis, including the Reception Book and MOD Book.
• Complete a minimum of one Reception Audit self-assessment per month, acting to improve areas identified as needing focus, within the agreed time frame.
• Complete a minimum of one Reception Presence Audit per month with each team member, acting to improve areas identified as needing focus, within the agreed time frame.
• Log problems that may arise with facility and maintenance, promptly and efficiently.
• Manage time-keeping and attendance within rostered requirements, in compliance with HR policies.
• Update the daily communications book with the necessary information and ensure that staff complete the daily sign-off.
• Deliver excellent communicative customer service via self and team by always informing members of happenings in the club.
• Carry out the required daily, weekly and monthly tasks and operational checklists to the highest standard and in line with published legislation.
• Apply the Planet Fitness Health and Safety and Duty of Care procedures to all areas of your work.
• Carry out the role of Manager on Duty when requested to do so by your Line Manager.
• Ensure all risks are dealt with immediately and do not place Planet Fitness, its staff, members, or business partners at any risk of harm.
• Grant members access to the facility according to company policies and procedures.
• Use the correct override where relevant, in line with company policies and procedures. Resolve or escalate member queries to management.
• Deny access when appropriate, in line with company policies and procedures.
• Manage and carefully monitor failed access on a daily basis, striving to keep entry failure below 1% of overall daily access.
• Manually record all member manual visits for all business partners, e.g., Discovery Health, when the system is off-line.
• Ensure that tags are issued in line with company policies and procedures and that all members accessing the facility have received a tag.
• Ensure that every new member accessing the facility has a photo taken and displayed when tagging in. Also ensure that existing members have a photo displayed on access.
• Log and escalate IT-related concerns through the IT Helpdesk, follow up on outstanding tickets and escalate them to the Club General Manager when support is required.
• Receive, document and store Lost Property in line with the Lost Property Procedure.
• Ensure that all lockers are cleared daily and record property found in lockers accordingly.
• Apply the Protection of Personal Information Act (POPIA) by ensuring that all guest, member and staff personal information is stored safely and is not accessible to unauthorized individuals.
• Ensure that your personal presentation and workplace comply with the Planet Fitness brand and Dress Code Policy standards. Professionally represent and promote Planet Fitness as a Brand Ambassador.
• Understand and follow the company basic expectations as agreed upon during your induction.
• Maintain the presentation of reception to the highest standards of cleanliness and health and safety.
• Ensure that all displays, signage and posters are compliant with the Planet Fitness Brand.
• Assist prospective members via the company policy and procedures by completing relevant information and/or documents, e.g., Guest Controls etc., without fail.
• Monitor all daily guest visits in accordance with the club Sales Up-System and Guest Control Sheets.
• Professionally represent and promote the Planet Fitness brand through your conduct at the club and during other Planet Fitness business, including training courses, outreach promotions and meetings.

Operations Key Performance Indicator – Refer to Annexure BSC

4. Team

Demonstrate commitment to the continuous personal and professional development of yourself and your colleagues. Deliver regular and effective communication to enhance the performance of the team.

• Build a high-performing team and motivate team members to deliver exceptional member service through training, continuous observation, coaching and feedback, reward and recognition.
• Conduct ongoing reviews of motivation levels and the success of related initiatives, and foster a culture of teamwork, high performance and excellent customer service throughout the club.
• Lead by example in the way that you behave. Be a Brand Ambassador and deliver the Planet Fitness values at all times when on company business.
• Identify and implement creative ways of incentivizing and motivating staff towards increased standards of performance.
• Ensure that staff are booked onto training courses within the time frame stated in their Learning and Development Plans.
• Ensure that all new starters are welcomed by the team, have a Personnel File (P File) created, and complete their induction on the first day in accordance with the induction programme.
• Monitor progress of new starters by ensuring implementation and effectiveness of the Learning and Development Plan (LDP) for the role.
• Apply the Human Resource systems and procedures for Recruitment, Induction, Learning and Development, Employee Relations and Employee Wellness. To include compliance to:
• HR Policy - HR Department to be informed in advance of any formal employee proceedings or staff movement.
• All interviews to follow the Planet Fitness Competency Based Selection recruitment procedures.
• Monitor and address misconduct and poor work performance immediately. Where possible, offer remedial measures to resolve shortfalls and manage team members’ performance towards the required standard. Seek support and guidance from your Club General Manager.
• Manage and lead the reception team towards effective teamwork and delivery of excellent Customer Service.
• With your Team, embrace every opportunity to create a positive experience for members and guests, on each visit.
• Compile, update and manage the team’s monthly roster. Ensure that it is available at least four weeks in advance.
• Communicate effectively and professionally with staff, club management, colleagues and Head Office:
• Co-ordinate and lead Reception team meetings to communicate relevant initiatives, reports, and operational issues.
• Circulate relevant memos, statements, reports and notices, and confirm understanding.
• Take initiative to ask questions when there is anything you don’t understand or are unsure of.
• Conduct performance management meetings with staff and attend with your Club Manager, in line with the Planet Fitness Performance Management System, including:
• Documented daily and weekly one-to-one meetings with your team.
• Weekly documented observation, coaching and feedback (OCF)
• Monthly KPI reviews
• Weekly and monthly objective-setting.
• Completion of your Learning and Development Plans and Personal Development Plan.
• Take responsibility for your own personal and professional development:
• Complete your Learning and Development Plan and Personal Development Plan.
• Deliver on set objectives.
• Respond positively to coaching and feedback from your Line Manager and fellow team members.
• Attend scheduled training as booked by your Club General Manager.
• Make ongoing, positive contributions to your Team’s delivery of high service standards, in all areas.
• Demonstrate an enthusiastic approach to work and contribute towards maintaining a friendly and enjoyable work environment.
• With your Team members, embrace every opportunity to create a positive experience for members and guests, on each visit.
• Strive towards being part of a team that contributes towards the overall success and profitability of the business:
• Service delivery
• Team Contributor
• Brand and Club Ambassador

Team Key Performance Indicator – Refer to Annexure BSC

5. Financial and Commercial

Achieve targets by delivering revenue, controlling costs and maintaining quality.

• Take accountability for the club’s profit and loss through effective team management, and aim to exceed the profit targets set by Planet Fitness.
• Ensure that all products and services are sold at the agreed company pricing.
• Comply with all Planet Fitness receipting policies and procedures to account for monies as soon as they are received and ensure receipting completed accurately.
• Ensure all assets are correctly protected and controlled.
• Ensure that stock is secure and that stock-management processes are followed. Balance stock at each shift change and report discrepancies to club management.
• Demonstrate integrity through accurate financial reporting and record keeping as per Planet Fitness’ procedures.
• Complete the drop-safe register during your shift and report any discrepancies to your line manager.
• Control cash float in reception on a daily basis and manage cash handling within company policy, procedure and guidelines.
• Achieve monthly arrears target by effectively managing daily collections of each team member in line with their individual targets.
• Engage with members professionally to collect arrears while managing failed access. Update the database daily.
• Assist the membership administrator with relevant administrative tasks and duties recognizing the financial impact they have upon the profit and loss of the club.
• Operate reception within the budget set by your line manager and reduce outgoing costs, including stationery and printer toner.
• Contribute towards the club’s overall revenue target by assisting your team in the promotion and sales of other club services, products, and events. Focus upon display presentation standards, implementation of each month’s promotions and marketing campaigns in order to take best advantage of potential membership and products sales.

Financial and Commercial Key Performance Indicator – Refer to Annexure BSC

Person Specification

Managing Self

• Achievement / Results Driven
• Initiative
• Self Confidence

Managing Others

• Verbal Communication
• Customer Service
• Conflict Management
• Team Leadership
• People Management
• Delegation

Managing the Job

• Analysis
• Organizational Knowledge
• Information Seeking

Formal Education

• Grade 12

Legal Certification

• Drivers Licence

Technical/Professional Skills

• Computer literacy
• Microsoft Word, Excel, Outlook
• Numeracy Skills

Experience

• 3 Years in Customer Service
• 2 Years people management in Service Industry
• Experience of Fitness / Leisure / Hospitality industry

Additional Requirements

• Own Transport
• Flexible Working Hours

Job Type: Full-time

Pay: R6 500,00 - R8 000,00 per month

Work Location: In person