General Manager Operations
Planet Fitness
Total years of experience :18 years, 9 Months
Financial and Commercial, Operations, Service & Team Maintaining 16KPI’s
Deliver on brand values to understand the operations of your club and promote all products and services to maximise profit & control expenses
Recruit, develop and performance manage a high performing team to deliver high standards in all areas of the business
Drive member retention
Aim to exceed new membership sales and revenue targets through management and support of the sales team
Ensure all products and services are sold at agreed company pricing
Operate club within agreed expenditure budget with focus on payroll costs, operating expenses and stock control
Manage all licences within club and ensure compliance to license agreements
Ensure adherence to cash handling processes. Adhere to health and safety standards to all areas of the club at all times
Provide adequate health and safety cover for operational areas (first aid, pool lifesaving & manager on duty)
Ensure all areas of the club are well presented and maintain high standard of cleanliness
Manage operational breakdowns and service issues. Resolve and respond to member comments and complaints promptly.
Compile monthly business reviews
Perform weekly creditors’ tracking and monthly fixed asset tracking.
Control banking and CIT processes
Perform various staff training as and wherever needed
Compile weekend action plans and manage weekend openings and closings
Ensure procurement processes are correctly adhered too.
Ensure all internal and external marketing and PR campaigns run smoothly.
Oversee the cleaning and maintenance of the facilities.
Manage all HR work processes
Assist any other facility with Group Exercise programs as required including the promotion and management of attendance.
Coaching & guiding new/junior club managers in there role.
role is responsible for all aspects of the operational and financial performance, including income statement, sales retention, brand standards and people management.
maintaining 12 KPI’s
*Manager all financial aspect of the business unit
* Delivering superior member service
* Maintaining quality facility and equipment
* Maintaining Human resources to achieve company objective.
Previous managerial experience at General Manager level with a successful track record coupled with strong leadership skills. Must be financially proficient and have a good financial acumen. Have a business owner approach. Must have a solid understanding of the market, with good insight into the competition Must be able to manage multiple priorities
Good customer relations and interpersonal skills
A solid understanding of People/ HR procedures which includes recruitment, people development, People Relations, Performance management and coaching skills. Proven track record working within an ever changing and pressurised environment
Responsibilities include:
Overall operations of the facility
Ensuring the club operates as a profitable business unit
Budgeting and expense controlUnderstand how to mitigate competitor risk
Growth of the business unit
People Management which includes recruitment, development and training of staff
Implement and sustain a strong member focus
Managing clear internal & external communications throughout the club
Ensure outstanding member service is constantly delivered in the club
Managing, implementing and monitoring brand standards
Managing supplier relationships
Managing of relevant budget expense control and assisting with capex
Driving member and staff satisfaction initiatives
Maintaining quality facilities and equipment
People management which includes, recruitment, performance management, and team development.
• Over look weekly strategy for Membership sale, Personal training sales & Sport Zone rentals (indoor sports facility)
• Manage online booking system (EZ facility) with various Sports ie. Basketball, Football, Volleyball, Badminton & Cricket
• Carry out quarterly discussions and performance appraisals as necessary.
• Carry out daily operational walk rounds of all department areas to ensure smooth running.
• Follow up Daily/Weekly on outstanding maintenance issues with the Engineering Department.
•Area under my direct supervision Gym, Sports Hall, Pool, 2 Tennis courts, 2 Squash courts, 3 function room (for Spinning, karate, kick boxing, yoga ect.)
•Preparing the mothly class timetable and Sports hall booking for ALL events function team buildings, birthday parties, ect..
• Prepare Monthly schedule for staff reporting directly to me
•Ensure up-to-date hard-copies of department SOP’s are maintained at all times.
•Follow up Daily/Weekly on outstanding maintenance issues with the Engineering Department.
•To conduct audits and training on lifeguards.
•Handle guest complaints effectively and according to Clubs complaint handling procedures, ensuring follow up with guest.
•Report accidents, injuries and unsafe work conditions to the Club Manager
•Ensure all staff uniform and personal appearance is clean and professional
Prepare weekly schedule for staff reporting directly to me under
Manage the Recreation Department and all Hoteliers in a fare and professional manner, concentrating on development of the business.
Review and recommend changes of the operation procedures to the Assistant Recreation Manager.
Coordinate department operation with other relevant departments within The Yas Hotel.
Train and develop potential Recreational Hoteliers for career growth.
Ensure up-to-date hard-copies of department SOP’s are maintained at all times.
Carry out quarterly discussions and performance appraisals as necessary.
Carry out daily operational walk rounds of all department areas to ensure smooth running.
Follow up weekly on outstanding maintenance issues with the Engineering Department.
To research new and innovative ideas and technologies to be implemented to keep the Recreation Department on the cutting edge.
To conduct audits and training on lifeguards.
Handle guest complaints effectively and according to The Yas Hotel complaint handling procedures, ensuring follow up with guest.
Report accidents, injuries and unsafe work conditions to the Recreation Manager
Ensure uniform and personal appearance are clean and professional
Achievements: Have completed 4 online certification for Technogym Machines
Flexibility, Cardio Wave, Excite Top, Kinesis
Ongoing studies...
Responsibilities: Supervised daily operation on 26 sites.
Preparer weekly schedule for staff reporting directly to me.
Managing a labor force of 122 staff and 4 foremen.
Had to ensure that equipment was sent to sites on time and forward planning works with the client (Project managers and Site engineers) to ensure that we work with their program and time frame.
• Drawing up a progress plan and daily reports.
has been done through a daily report.
• Ensuring that the logistics had planed the shifting of materials and
are delivered on time every time. For new sites, and demobilized sites
once the works was completed on the client’s request.
• Doing site audits to make sure that we are upholding our company
standards and HSE standards of our company and the client.
SKILLS:
Computer literate: MS Windows, MS Office Word, MS Office Excel
Completed the following in-house training courses:
Fundamentals of Excellence Management
Communication
Complaint Handling
Guest Satisfaction - all FISH courses
Teamwork
Basic First Aid
Fire and Safety
Health and Safety
Culturosity
Achievements: Part of team that achieved 2003 Dubai Quality Award, 2007 Dubai Quality Award Gold
Assisted in achieving ISO 9002 certification for Wild Wadi Waterpark. This is the first time that a Waterpark or amusement facility has achieved this distinction
Accredited Beach Instructor
Helped write S.O.P's on Kids structure & Flow Riders
Help implement new pool rotations /walk through/
Opening & Closing paper work for Team Leader and Assistant Manager
Responsibilities: Supervise the daily operations (opening/closing the section) Manage aquatic emergency Display a positive approach to problem solving; resolve guest complaints
Accredited Risk Management. Ensure guest and colleague’s satisfaction and safety. Ensuring professionalism amongst the lifeguards. . Offer coaching and support on skills
Matriculate