Assistant Manager

About the Role

The Assistant Manager is a full-time position that assists the club manager in the oversight of club operations to ensure an exceptional “Judgement Free” member experience. This role involves significant involvement with team member onboarding and training, leading the team through task completion, and driving the success of club priorities and KPI goals. The focus is on key behaviors that create an exceptional member experience and ensuring team members have the tools to achieve this.

Key Responsibilities

• Lead team members to complete assigned tasks in a safe and efficient manner.
• Model behaviors to provide an outstanding member experience; coach and inspire others to do the same.
• Assist in resolving employee concerns.
• Provide backup staffing support as needed.
• Manage inventory system for cleaning supplies.
• Order club supplies and retail product.
• Track KPIs to identify areas of strengths and opportunities; game plan with the club manager.
• Support the Club Manager with hiring and onboarding new team members.
• Assess and assist in emergency situations.
• Greet members/guests as they enter and exit the club; assist them with any questions or concerns as they check in.
• Promote the Judgement Free Zone® by connecting with members on the club floor, offering assistance, and showing support in their fitness journeys while upholding club policies.
• Resolve member concerns and escalate to a Manager as needed.
• Answer phones in a friendly manner and assist callers with their inquiries.
• Perform membership-related functions such as sign-ups, contact/billing information updates, cancellations, collecting unpaid balances, and transferring memberships.
• Perform prospective member calls and tours; assess their membership needs.
• Execute retail transactions with accuracy and drive sales goals.
• Regularly clean and sanitize all exercise equipment and Black Card spa amenities, including communal spaces and assigned areas.
• Ensure restrooms are clean, sanitized, stocked, and clutter-free by following the routine cleaning schedule.
• Frequently perform a comprehensive walk of all club areas; quickly fix any safety/policy issues and address cleanliness concerns.
• Promptly address maintenance and facility concerns such as broken and/or missing equipment.

Requirements & Tech Stack

• Basic computer proficiency

Qualifications

• Must be 18 years of age or older.
• Willing to become CPR/AED Certified (Training provided by Planet Fitness).
• 9-12 months of experience in a customer service environment is preferred.
• 9-12 months of experience supervising and leading a team is preferred.
• Bring a positive and upbeat attitude.
• Have a passion for delivering an exceptional experience to members, guests, and fellow team members.
• Be a team player who is punctual, reliable, and dependable.
• Approach interactions with diplomacy, empathy, and a genuine desire to help others.
• Be comfortable guiding and supporting team members to accomplish goals and complete tasks.
• Act with integrity, treat others with respect, and lead by example.
• Communicate effectively and take the time to listen and understand others.
• Learn quickly and apply knowledge gained through online and hands-on training.
• Enjoy coaching and helping others succeed.
• Be comfortable navigating and resolving conflict.

Physical Demands

• Continual standing and moving throughout the club to accomplish tasks during shifts.
• Continual communicating in person or on the phone to exchange information during shifts.
• Must be able to lift up to 75 pounds.
• Will encounter toxic chemicals during shifts.
• Frequent cleaning and sanitizing of equipment and facilities.
• Moving self in different positions, including bending and twisting, to accomplish tasks.