DRAYCOTT RACQUET & FITNESS CLUB
GENERAL MANAGER – Job description
JOB TITLE: General Manager
RESPONSIBLE TO: Board of Directors
SALARY: £18k-£22k plus attractive bonus package
HOURS: 37.5 hours per week* including evenings and weekends on a regular basis
(*we would consider applicants who can work 30 hours per week and the salary would be adjusted pro-rata)
ABOUT US
Draycott Sports Centre Ltd was founded in 1972 and is owned by its members and often known as Draycott Racquet & Fitness Club.
Our great facilities include a gym, indoor and outdoor tennis, squash, badminton and great social facilities including a function room. We offer tennis coaching for juniors and adults plus numerous fitness classes.
PURPOSE OF THE ROLE
As the General Manager you will be responsible for creating and driving membership growth, ensuring excellent, increased sales, improved customer service, expanding a structured tennis and fitness programme and ensuring efficient day to day operations of the facility and staff.
ACCOUNTABILITIES
MEMBERS & CUSTOMER SERVICES
- To provide outstanding customer service to all members and visitors, responding quickly and friendly.
- To work with the Directors to develop a strategy to grow the number of members and visitors.
- To provide all new members with an excellent welcome and induction.
- To develop a members satisfaction survey to gain feedback from members to ensure member retention.
- To regularly engage with members via e-newsletters and social media.
- To work with staff and volunteers to ensure a high standard of customer service is offered at all times.
- To work with the Membership Director to maintain the Membership Database.
- To review and implement suggestions to improve the customer journey.
OPERATIONS
- To be ‘site manager’ ensuring effective operations including being the first point of contact for staff, volunteers, members, visitors and contractors.
- To ensure health and safety requirements at the club meet the required standards.
- To manage all staff including Fitness Instructor, Caretaker, Finance Administrator, Function Co-ordinator and bar/office staff.
- To manage the staff rota and holidays and provide cover when required.
- To chair regular staff meeting and setup staff training on key topics.
- To make suggestions to improve processes including the use of technology.
SALES & FUNCTIONS
- To actively find ways to generate additional income for the club.
- To actively promote the hire of facilities such as the meeting room.
- To work with the Function Co-ordinator to run regular and successful functions including children’s parties, birthday parties, wedding receptions and Christenings.
- To implement a marketing campaign to raise awareness of the club.
- To find new local partners including sponsors and community groups.
ACTIVITY PROGRAMME
- To develop and implement plans to grow the tennis & racquet coaching programme, fitness sessions and social programme for juniors and adults.
- To work with the Tennis Director and Tennis Committee on a regular calendar of tennis events.
- To manage a team of self-employed tennis coaches and fitness instructors ensuring high quality delivery of all sessions.
- To manage a multi sports camp activity programme including promotion, administration and engaging session working closely with our tennis coaches.
GENERAL
- To monitor and communicate progress against the clubs objectives to the board of directors.
- To manage and monitor the agreed budgets and profit & loss accounts working with the Finance Director and Finance Administrator.
- To be an ambassador for the club both internally and externally communicating and promoting the vision and direction of the club.
- To work in partnership with staff and volunteers on key projects such as funding requests.
PERSON SPECIFICATION
QUALIFICATIONS
- Knowledge and understanding of facility management.
- Very good knowledge and understanding of customer service and/or sports development.
- Very good IT and keyboard skills and knowledge of MS Office applications (Word, Excel and PowerPoint) and effective use of the internet
- A satisfactory DBS disclosure.
EXPERIENCE
- Strong organisational and operational skills.
- Experience of managing programmes or events.
- Experience of preparing plans and budgets.
- Experience of managing a small team.
- Experience of working in a customer focused role.
- Experience of flexible working with ability to vary work patterns and prioritise tasks.
- Knowledge of the sports or fitness industry.
- Significant knowledge and understanding of health and safety.
- Previous and proven administration experience.
COMPETENCIES
- Excellent organisational skills and time management skills.
- Excellent interpersonal and communication skills.
- Ability to engage with and build relationships with members and visitors.
- Positive and hard-working attitude with a can do mentality.
- A strong understanding of financial management and commercial acumen.
- Motivated to work independently and exceed the targets set up for you.