HiTONE MISSION

To inspire and support the people in our communities to be the healthiest version of themselves by providing the tools, the inspiration, and the science in a fun and welcoming environment.

POSITION OVERVIEW

The Club Director (CD) plays a key role in contributing to the overall success of the company by providing leadership and management to their club’s team, directing club operations, and being accountable for club performance. CDs are responsible for:

• Ensuring excellence by providing members with exceptional experiences through fitness and wellness programming, customer service and member support;
• Maintaining a safe, clean, well-maintained, and esthetically-appealing environment;
• Achieving financial performance results by generating membership and ancillary service revenues, controlling expenses, and retaining members.

Key Responsibilities

Staff Management

• Cultivates and leads a positive, team-centered work environment that delivers on company goals.
• Hires, manages, and develops high quality staff in a way that enables them to reach their full potential.
• Reviews and evaluates staff performance constructively on a regular basis through informal and formal performance management mechanisms.
• Creates communication mechanisms for staff that enables two-way dialogue and provides them with timely and accurate information pertaining to company and club goals, programs, promotions, and policies

Staff Training

• Fully on-boards staff and ensures they are well trained and knowledgeable about their jobs, the company, and our services, promotions and business practices

Business Operations

• Manages an efficient business whereby systems are used effectively, day-to-day operations run smoothly, company-wide policies are followed consistently throughout the club and amongst staff, and problems are resolved in an effective and timely manner.
• Ensures the club is staffed appropriately at all times.
• Processes and maintains all member, staff and club data completely and ensures information is entered into the appropriate systems accurately.

Member Relations

• Ensures superior customer service by sustaining a culture, through leadership and example, wholly committed to listening to members and guests, understanding their needs, and exceeding their expectations.
• Ensures staff provides members and guests with consistent and accurate information about club policies, programs and business practices.
• Creates and deepens relationships with members and enhances their sense of belonging and community within the club.
• Develops systems that deal with member issues proactively and in a timely, professional manner.
• Handles member freezes, upgrades and cancellations, always doing the best to “save” a membership whenever possible.

New Member and Ancillary Service Sales

• Oversees membership sales and ensures that the new member prospecting, inquiry and sales systems and processes are effective in generating leads, creating new members and hitting goals.
• Oversees ancillary service programs and ensures that the programs are safe, provide quality experiences for members, meet members’ expectations and goals, and achieve revenue goals.
• Achieves or exceeds individual membership sales goals.
• Knows the competition and uses that information to make suggestions or changes that enable the club to be “best in class”.

Member Retention

• Reaches out to all canceling members to see if the membership can be saved and to gain a broad perspective on cancellations in general in order to make changes in service or programming that will improve retention.
• Develops and implements member communications initiatives that increase member engagement, retention, satisfaction and participation in revenue producing services.

Continuous Improvement

• Monitors, evaluates and continuously improves operations, programming, and financial performance by interacting with members and staff, listening to their feedback and ideas and analyzing key metrics and data.

Expense Management

• Manages all controllable expenses to ensure that the club stays within budget.

• Ensures all equipment is working and operating and manages equipment repair in a timely manner.
• Notifies the corporate facilities department when physical plant repairs and maintenance are needed and serves as an advocate for getting these issues resolved.
• Maintains and implements a clean and sanitary facility

• Actively participates in management meetings and company-wide initiatives and provides feedback and ideas for improving and building all aspects of the business.
• Works as part of the overall team by respecting, supporting, and encouraging co-workers, pitching in, assisting co-workers and other clubs when necessary, and approaching challenges in a creative, positive, and team centered manner.
• Maintains an active and working knowledge of HiTONE’s practices, services and promotions.
• Is proficient in all club software systems and utilizes them to their full potential.
• Follows all company policies and procedures.
  • Remains up-to-date on all individual, department and company communications by reading and responding to all individual and departmental emails.

Work Schedule

This is a full-time, exempt management position. Your daily schedule will vary throughout the week depending on the needs of the club, the staff, and the members. Your hours should include prime time and should allow you to interact with staff and members throughout the day. Special events, promotions, and other demands will require some early mornings, late nights and weekends.

Key Performance Evaluation Factors

Experience, Knowledge, Education

• Passion – Passion for life, fitness, health and making a difference in the lives of others.
• Leadership and Management – Knows how to earn the trust and respect of staff and co-workers and thrives on helping people reach their full potential.
• Experience – Track record of success leading and managing a business of similar complexity in an environment focused on attaining revenue and unit goals.
• Customer Service – Committed to providing a top-notch customer experience and being a role model for staff on how that’s done.
• Drive and Determination – Has a strong work ethic and is always thinking about the next thing to conquer and how to continuously make improvements.
• Team – Is positive, flexible and respectful, loves to support co-workers, and thrives on working with others to achieve goals.
• Skills – Has excellent communication, interpersonal and analytical skills, approaches challenges in a creative and positive manner, and is computer-savvy with proficiency in using various software systems including Word and Excel.
• Traits – Is organized, resourceful, attuned to detail, has a knack for multi-tasking and is able to remain resilient in a fast-paced environment;
• Schedule – Is willing to work evenings, weekends and holidays when necessary.
• Education – Has a college degree, preferably in a fitness or business related field.

Work Schedule

This is a full-time, exempt management position. Your daily schedule will vary throughout the week depending on the needs of the club, the staff, and the members. Your hours should include prime time and should allow you to interact with staff and members throughout the day. Special events, promotions, and other demands will require some early mornings, late nights and weekends.

Key Performance Evaluation Factors