Operation Manager
Bounce Fitness
Total years of experience :11 years, 0 Months
Bounce Fitness provides its clients with residential fitness solutions, youth programs, group fitness classes, in addition to in-home personal training services that meet levels across Qatar.
. Setting up standard operating procedures for Sales & Customer Service Team members
. Increasing the quality of customer service and client interaction
. Introduction of Group Fitness Classes (Ladies-only & Mixed Bootcamp) to various locations
. Improving the lead collection process across all platforms.
. Achieved a yearly sales growth percentage of 30%
. Increasing Summer camps sales growth by 300%
. Improving the quality on the on-boarding process of personal trainers and Service providers.
. Activation of social media marketing and establishing online stronger presence
. Developing proper marketing materials (Classes, PT, Youth Programs) stories, promotional materials
• Promoted as club manager for MTM’s new VIP Fitness facility, with state-of-the-art equipment, 25m Swimming pool, Hydrotherapy pool, international highly- qualified personal trainers, luxurious changing room & showers, jacuzzi, plunge pool, steam and sauna rooms, juice bar and a lounge area.
• Running the club business on a great profit margin since month one, ending Q1 of operations with a 40% profit margin.
• Expanding the team on the second year of operations with Doha’s top fitness personal trainers and The most professional sales team within a fitness facility in Qatar, operating 24/7.
• Increasing the membership base to 1150 members.
• Introducing new facilities moving to the 3rd year of operations to accommodate the increased numbers of members: New strength & conditioning studio, Functional room, outdoor training area.
• Introduction of exclusive new services: Laundry service, Car wash service.
• By the end of 3rd fiscal year, total gym sales grown by 17%, PT sales by 26%, almost 2 millions rials increase in total revenues.
Main Duties
* Provide high quality customer service in a fast-paced, energetic environment
* Lead team to achieve total fitness experience for all members
* Manage all facets of the business to include sales, fitness and gym operations
* Oversee sales process and systems
* Manage, monitor and evaluate the performance of all gym-related managers
* Hire, train and schedule all gym-level staff
* Delegate, monitor, and evaluate specifically assigned responsibilities of sales team
* Provide and maintain the highest level of customer service through personal actions and development of staff
* Facilitate and monitor company-wide initiatives
* Provide effective decision making in regard to customer service issues
* Ensure facility is clean and operationally sound
* Plan and promote special events for the gym on a monthly basis to drive member engagement, using corporate marketing as needed
* Analyzing membership in order to inform of strengths and weaknesses in the marketing plans
* Increase and retain membership in the gym, maintain a topnotch, to reach the expected level
* Follow through and complete assignments
* Educate staff Precisely follow procedures
* Avoid sudden and abrupt changes
* Use analytical skills to maintain quality
* Use systematic approach to work assignments
* Have high tolerance level for conflict
* Ensure all staff Work as part of the team
* Overseeing the safety and cleanliness of the facilities
• Supervise desk staff to Greet and assist clients.
• Supervise staff to Develop and maintain a current and accurate filing system
• Give some clerical and administrative support to the management
• Supervise reception staff Answering queries
• Ensure the reception area tidy
• Supervise Making daily/weekly and monthly sales and other reports upon request by the management
• Be aware of continual quality control and feedback on quality work
• Enthusiasm to complete specialized work assignments
• Exhibit conservative and calculating approach to problem solving
• The ability to smile and be welcoming
• Ability to work under pressure
• Possess goodwill, diplomacy and the ability to get along with others
• Believe in a high level of customer service
• Ability to multitask
• Enjoy working with people.
• Solve problems
• Be obliging and accommodating
• Project self-confidence
• Build on relationships with existing members
• Maintaining gym membership data base and records
• Ensure the members data base is update on daily basis
• Analyze the reception staff performance and report to the management
. Responds to customer inquiries while providing a speedy and thorough resolution to customer issues and problems.
. Handles escalated and unresolved calls from less experienced representatives.
. Provides input into hiring decisions and performance appraisals.
. Responds to all inquiries and delivers appropriate information or refers to appropriate function or people.
. Supervises the activities of customer service representatives in accomplishing customer care goals
. Oversees one or more customer support functions or units.
. Contributes to development of customer support strategies and plans.
. Participates in successful implementation or improvement initiatives.
. Contributes to the establishment of best practices for customer support.
. Advises on the use of technology in current and planned customer support strategies.
. Evaluates the key relationships and dependencies with other business functions.
• Membership Sales
. Having excellent product knowledge.
. Conducting tours of facilities in line with the sales and follow up process, inform and sell memberships and other promotions effectively.
. Ensuring that all data is methodically and accurately input into the computer system and produce membership cards and member packs for new members.
. Sending out renewal invoices as annual memberships are due to expire. Follow through with members that do not renew to ascertain why and to send promotional information to encourage them to re-join.
. Suggesting ways of increasing membership; getting involved with membership drives.
. Ensuring reception areas are tidy and that information displayed is up to date.
. Undertaking administrative or other reasonable tasks, as required, to assist with the smooth running of the Association.
. Undertaking all duties with regard to the MTM Group’s Equal Opportunities and Diversity Policy and other policies and procedures adopted by Qgym.
. Responsible for providing a warm welcome and information on the club’s services to the public, guests, members and telephone callers to the club, assisting with the smooth running of the center, particularly controlling ‘people traffic’ in the reception area, providing admin support to Health and Fitness services, and covering shifts when required.
. Meeting and greeting customers, including answering enquiries about the programs and services on offer with the various options of using the facilities and payment. To assist the team in the provision of excellent customer care that meets the needs of every current and prospective health and fitness user. Ensuring all health and fitness users and those using the centers needs are understood and met in an assertive and positive manner at all times.
. Seeking feedback from members and customers and ensuring we deliver excellent customer care within the guidelines and mission of MTM Group.
. Booking classes, gym and program sessions and taking payments accurately and methodically.
. Booking all new gym users in the ‘new member’ retention program and track them through this with regular phone calls.
. Completing manual and computerized records relating to membership and bookings of facilities.
. Maintain accurate receipting and accounting of all monies and credit transactions taken whilst on duty, checking floats and reconciling till at the end of shift.
Graduated from Beni-suif University, Faculty Of Commerce (English section), business administration department. . Grade: ( Good - 74.6%)
