| Center / Location: | Job Title: | Date Issued: | 6/23/23
| | General Manager | Status: | Full-Time Exempt
| Division / Department: | Community Wellness Center / Operations
| Reporting Relationship: | Reports directly to the assigned Vice President of Operations
| Compensation Range: | TBD
I. POSITON OVERVIEW
The General Manager is responsible for daily Center operational excellence including and not limited to achieving and maintaining high standards of quality service, sales and marketing management, cost control, profitability, community participation, partnering, medical integration of services and new program development. Based on center performance, payroll budget and organizational chart the GM may be required to own a department director position in addition to the responsibilities listed below. The responsibilities and duties listed below will be performed in alignment with the company’s vision, mission and core values. Job responsibilities may change and will be communicated in writing by the Vice President of Operations prior to implementation.
II. WORK SCHEDULE
This position requires a flexible schedule, including nights and weekends.
III. PRIMARY DUTIES AND RESPONSIBILITIES
Financial Management
· Meets or exceeds Center EBITDA Budgets
· Exceeds all revenue targets including Membership Cash and Monthly Dues, as well as Ancillary Revenues including Fitness, Recovery, Stretch, & all related programming
· Controls payroll expenses and Payroll Percent of revenue to budgeted number.
· Demonstrates fiscal responsibility through expense management, renegotiation of contracts and vendor relationships, and responsible expense control systems.
· Owns the operational and capital expense management budget and process appointments.
Sales & Marketing Management
· Meets or exceeds the annual and quarterly business plans
· Meets or exceeds center core growth budgets through retail, corporate, p.r.e.p. and HMO new member sales.
· Works collaboratively with Corporate and Regional VPO to support and implement the Marketing plan.
· Works to drive new leads through external prospecting, internal programming, new corporate account acquisition and penetration and medical partner relationships.
· Develops monthly sales planner, establish sales targets with Membership Advisors and drive sales performance through effective daily coaching sessions.
Service Management
· Implements and oversees the Manager-On-Duty system, member feedback and member rewards systems.
· Responds promptly to questions whenever a situation presents itself and provides participants/members/clients/staff with correctional instruction and articulates action steps to resolve issues. Is key information resource at all times being proactive vs. reactive. Defers critical issue details to Regional VPO.
· Works together with the Fitness Director to exceed HealthyStart program completion metrics and deliverables for health benefits of all new members.
· Provides oversight to Physician Referral Exercise Program (p.r.e.p.).
· Establishes and maintains rapport with members and guests through effective interpersonal and communication skills.
· Consistently maintains the highest level of customer service with participants/members/clients/tenants/clinicians and co-workers. Is courteous, enthusiastic, friendly, outgoing and possesses a high energy level. Sets the example and encourages all staff to use “Hi, Bye, Teeth and Eyes”.
· Ensures the member launch and communication system is thoroughly executed.
· Oversees the execution of a safe, effective and balanced group fitness program.
· Works with entire team to drive participation of new and existing members into Group Fitness and other “tribes” to grow participation and retention.
· Maintains confidentiality of all member, guest and employee information and secures information appropriately.
Facilities Management
· Works collaboratively with the Physical Plant Director to maintain a safe, efficient and clean physical plant.
· Evaluates equipment, facility needs and makes recommendations within budgeted operating and capital resources.
· Maintains compliance with all government safety and business-related regulations.
· Manages and complies with all safety and risk management standards.
Strategic Alliance/Partnership Development
· Maintains a Wellness Center image that brings credibility to both Healthtrax and our medical /clinical partners.
· Cooperates with Wellness Center tenants to position the Center as the “Community health improvement resource.”
· Develops programs to create a comprehensive menu of fitness, healthcare (i.e. p.r.e.p.) and wellness education programs. All programs will be designed to cross-refer and cross educate.
· Continually works to develop positive relationships with hospital and other strategic partner relationships.
· Volunteers for outside civic organizations, speaking engagements and not for profit agency committee appointments.
Team/Staff Development
· Develops networks and resources from which to recruit energetic, enthusiastic and qualified individuals who are capable of delivering the highest level of service and results to members, clients and guests.
· Identifies promotable candidates and works on professional development plan to provide a career path direction for identified employees; groom successors for each position. Uses Internal Opening postings company-wide.
· Develops staff through continuous training, support and department planning; utilizing Healthtrax sponsored courses, workshops, bootcamps, re-certification program discounts and reimbursement grants, as well as Industry Trade Organization and other educational and training resources.
· Coordinates employee reviews, pay increases incentives, bonuses with Regional VPO in keeping with budgets.
· Nominates superior performers for Company Annual Award Ceremony recognition.
Human Resources Management
· Follows Healthtrax corrective action and disciplinary process together with Regional VPO.
· Ensures Center employee relations confidentiality and compliance with Healthtrax Employee Handbook and other company policies, as well as State/Federal Employment Laws and Regulations.
· Oversees approximately 5 – 8 direct reports and 50 or more indirect reports.
· Participates in all required human resources management training.
· Maintains working knowledge of timekeeping and payroll processing for center. Acts as a backup to the center payroll administrator.
· Uses automated tools such as Applicant Tracking/Onboarding Payroll & Benefits system to its fullest extent.
Leadership Development
· Facilitates regular meetings for directors and staff to provide information, financial updates and program results.
· Demonstrates creativity and innovation as well as entrepreneurial professionalism.
· Displays a positive, proactive attitude along with unquestionable integrity and honesty.
· Demonstrates coaching, motivational, training and tactful human relations skills.
· Participates in company meetings and educational activities in efforts to improve, revise and expand operational procedures, services and programs.
· Leads by example and promotes the Healthtrax mission, values, promise and business philosophies.
· Networks within and outside the industry to keep current on sales, leadership, and industry trends.
· Delivers on all Company standards for system execution and Standard Operating Systems.
· Performs other duties as requested by Regional VPO.
DESIRED RESULTS/OUTCOME:
The GM is responsible for providing quality fitness & wellness services within a community wellness center. Performance excellence will be produced in the following management areas: service management, financial and administrative, service integration, project management, strategic alliance and partnership development, human resource management and leadership development. This position is instrumental in setting the pace for innovative community wellness and fitness programming for the community. S/he will provide diverse programming choices to meet the changing needs of the market/industry. All Center services/products will meet or exceed expectations for budget goals and people/participation. The General Manager along with department directors/supervisors will present a strong center image that results in an increase in member/participant retention, membership/customer satisfaction, increase in revenue sales, higher number of program and service participation and increased employee retention and job satisfaction.
QUALIFICATIONS/CERTIFICATIONS:
Bachelor’s Degree or its equivalent in Health, Physical Education, Recreation, Health Promotion, Public Health Administration, Business Administration or related field is preferred. A minimum of 4 years of project, supervision/personnel management, with substantial fitness and wellness center operations experience. Demonstrated skills in organizational, bookkeeping, accounting and financial management beneficial. Strong interpersonal customer service and persuasive communication skills. Entrepreneurial professionalism with the ability to be creative, innovative and have keen observation skills to maintain quality wellness center operations. Current CPR/AED and First Aid Certifications.
PHYSICAL ENVIRONMENT/WORKING CONDITIONS:
The GM will be working in an indoor, professional office environment and maybe subject to outdoor activities and tasks. This position may be exposed to prolonged periods of standing, walking, bending, stretching, reaching, lifting, climbing and instructing wellness & fitness programs. Assistance with set-up of equipment for specific programs may also be required. Travel is required to various Healthtrax locations, company activities, community networking events and training sessions.
SPECIALIZED EQUIPMENT KNOWLEDGE:
The GM will have operational knowledge of all the fitness equipment located at the Healthtrax
Fitness & Wellness Center. Duties will include phone usage (talking/listening), touring prospective
members/participants/customers, fitness coaching (may include lifting weights) and operating basic office equipment.
The GM will also possess basic computer knowledge (i.e. Microsoft Word, Excel, Internet, etc).
