JCC MetroWest General Manager – Fitness Center and Aquatics

Reports to: Chief Executive Officer

Salary: $100K-$110K per year

Full Time (40 hours/week); Exempt

JCC MetroWest is seeking an experienced General Manager for our Fitness and Aquatics Center. The successful candidate will be responsible for the overall direction, supervision, coordination and success of the Fitness and Aquatics Center and will work with and supervise the fitness, aquatics, wellness and membership/sales management teams to craft innovative programs and drive membership growth and new revenue opportunities. By supervising and effectively coaching the department managers to properly perform their functions, the General Manager is expected to continuously improve harmony, teamwork, profitability, and member satisfaction.

ESSENTIAL FUNCTIONS OF THE JOB

Supervision of Staff:

• Recruit, hire, train and supervise all Managers (Fitness, Aquatics, Sales, Wellness) as required to achieve Center goals and objectives.
• Regularly meet with managers individually and as a group to ensure effective communication and appropriate level of support and guidance.
• Maintain an environment that motivates team members to exhibit professionalism, cooperation, and a sense of urgency to satisfy members.
• Create and maintain an effective system for Manager on Duty to provide clear and useful leadership during the regular management team’s absence.
• Work closely with the department managers to develop and implement programs and annual budget.
• Directly supervise Member Services Manager to ensure accurate and complete membership records, including but not limited to signed contracts, billing, membership changes, financial assistance, and staff memberships.
• Day to day management of the sales team.
• Provide direct supervision to Reception team to ensure excellent service delivery and efficiency.

Financial and Marketing:

• Financial management of Fitness, Aquatics and Wellness facilities and programming.
• Develop and implement annual budget.
• Maintain monthly tracking of membership sales, cancellations, freezes, billing revenue, aquatics/fitness revenue, and program participation. Analyze variances and make adjustments to ensure fiscal responsibility. Provide regular reporting of key metrics.
• Develop annual marketing plan to accomplish budgeted sales and retention goals and lead efforts to execute that plan by working collaboratively with the Marketing Department.

Members:

• Be aware of customer attitudes and fitness trends to meet and exceed the needs of an evolving market. Solicit regular input in periodic surveys, member focus groups, suggestion boxes, and daily informal conversations with members.
• Respond to member concerns and input personally, professionally, consistently and promptly as appropriate.
• Communicate to members future development, significant changes or Center updates through personal emails, newsletter, focus group meetings, individual interaction, and a variety of internal communication vehicles (i.e. bulletin boards, flyers, etc.).
• Resolve member problems in the best interest of the member and in keeping with the spirit of the Center’s rules and regulations. Be sensitive to the individual yet supportive of the majority interest.

OTHER RESPONSIBILITIES AND EXPECTATIONS

• Ensure timely and accurate payroll across all departments.
• Assist as necessary to keep the Center spotless and work with Facilities Department to create appropriate procedures to achieve a high standard of cleanliness.
• Establish, communicate, update, and enforce policies and procedures that contribute to the delivery of services efficiently and effectively, optimize member satisfaction, and promote fairness and consistency with team members.
• Display a consistently positive attitude towards members, team members, job tasks and Center philosophy.
• Create and maintain a reputation for credibility and integrity with all members and team members.
• Actively promote and sell fitness and aquatics memberships and programs and assist in promoting all Center programs.
• Act as a back-up for membership and member services by assisting with Center tours and enrolling new members besides assisting with member account changes.
• Assist with special projects, events and promotions as needed.
• Attend or participate in JCC Management meetings and other meetings as appropriate
• Interface with all JCC departments, creating a culture of collaborative teamwork.
• Other duties as assigned.

MINIMUM QUALIFICATIONS

Bachelor’s degree in business or a health/fitness field of study. Master’s degree preferred.
Current CPR/AED required.
Minimum 5 years of proven success in Health & Fitness/Hospitality operations.
Advanced computer literacy (Word, Excel, PowerPoint, email).
Demonstrated ability to excel in customer service and member satisfaction
Highly developed written and verbal communication skills.

PHYSICAL REQUIREMENTS AND ENVIRONMENT

• Requires long periods of standing or sitting.
• High level use of computer terminal screen and typing.
• Grasping and gripping movements.
• Ability to lift 50 lbs. Some lifting may require additional assistance from another team member. Employees are expected to use discretionary judgment and ask for assistance from another employee if an item is perceived to be too heavy to lift without assistance.
• Occasional exposure to bodily fluids.
• Occasional lifting, pulling, climbing, kneeling, and bending.
• Ability to work any hours the JCC is open, including weekends, as needed

Qualified candidates should email a cover letter and resume to the attention of Sandy Zwickel, Director – Human Resources, at szwickel@jccmetrowest.org.

All applicants for employment shall be considered without regard to race, religion, color, creed, national origin, ancestry, age, gender, sex, pregnancy, sexual orientation, gender identity, gender expression, marital status, physical or mental disability, medical condition, genetic information, military or veteran status, or any other classification protected by law.

Agency Information:
JCC MetroWest has been at the center of our community for 144 years, bringing people together while providing educational, social, cultural and fitness programs. Here at the J, we take every precaution to keep our community safe and healthy, as well as warm, inclusive, and welcoming.