General Manager- HOTWORX West Lafayette

GM Mission: To develop and maintain the overall success of HOTWORX® through effective management strategies, marketing tactics, consultative sales skills, and superior customer service to meet and exceed the performance goals of your franchise location. To maintain the integrity and good reputation of the HOTWORX® brand through various local and national marketing tactics and to professionally represent the brand at all times.

GM In Studio Work Hours: 40 hours within studio staffed hours. Studio is to be staffed Monday-Thursday 11-8, Friday 9-6, Saturday 11-4

Other hours may be assigned in addition if staff members call in. Any changes from what is listed above must be approved by/reported immediately to the owner. Manager account should have designated Google Calendar assigned for staff work schedules.

Initial and Required Training & Certifications:

• Complete HOTWORX® Certification. Repeat once annually as a refresher.
• Complete all assigned HOTWORX® University Online required courses included in General Manager curriculum. Courses must be repeated once annually.
• Complete any newly introduced HOTWORX® University Online courses as they are available.
• Complete any additional regional training seminars as they are scheduled and made available.
• Complete on-site shadow training including the daily studio operations, equipment maintenance, product training and all other applicable on-site applications.
• Subscribe to the HOTWORX® weekly blog. read weekly and put into practice. Ensure that all staff members do the same. Encourage customers to subscribe to the blog as well.
• Complete any assigned webinar and/or phone conference sessions and be prepared to take any quizzes or tests to ensure material is retained.
• Attend the annual HOTWORX® Convention.
• Maintain active CPR, AED and First Aid certification at all times.
• Additional training requirements may be required at any time.

Basic Duties & Responsibilities:

• Complete a minimum schedule of 40 hours per week which must be accounted for via a clock in reports in POS system.
• Arrive early, 15 minutes is recommended before all scheduled work shifts, outside promotions, corporate sales appointments and employee educational/training sessions.
• Consistently maintain a professional appearance by adhering to the HOTWORX®® Uniform Policy & Code of Conduct. While on the clock or attending any official studio functions, all staff must wear officially branded tops with official name badges at a minimum. No exceptions are allowed.
• GM must facilitate all weekly and/or monthly staff meetings & training sessions.
• Always strive for only 5 star online ratings for Yelp, Facebook, Google and other listing sites! 5 stars happen when the studio maintains a culture of supreme customer service and hospitality! Turn negative reviews into 5 stars by contacting the customer and going above and beyond to solve their grievances! The customer studio experience will always reign supreme. Franchises with the highest level of EFT membership revenues are always the locations with the highest levels of customer service. Whether they are technically wrong or right, the customer is always heard first and then their problem is solved immediately by the studio staff. All staff members should be empowered to give up to $25 worth of free merchandise or session value to solve a problem on the spot without GM approval. The studio must NEVER argue with a customer. Maintain HOTWORX®® customer service standards at all times and monitor results using customer satisfaction surveys to acquire direct feedback to make enhancements. Submit completed forms to the Regional Consultant at PBFC monthly. These surveys will be emailed to customers and will be generally available online with the location microsite at HOTWORX®.net
• Maintain accurate member and employee records by following suggested filing guidelines. Routine updating and maintenance is vital. All records must be scanned if not digital already.

Employee Management Responsibilities:

• Actively recruit & interview for staff and other necessary positions per franchisee criteria. Schedule a minimum of 1 group interview per month and schedule consistent weekly interviews.
• Ensure all daily operational checklists are prepared weekly/daily for monitoring including but not limited to: Daily Open/Close Checklist, Daily Marketing Checklist, Daily Sauna Safety Protocol Checklist & Daily Cleaning Checklists.
• Adhere to strict hiring processes set forth by franchisee and company, HOTWORX Franchising (HF) best practices, including, but not limited to requiring resume submissions, providing pre-employment package to prospective employees, executing initial interviews, 2nd interviews, and final group interviews, as well as assigning projects to the prospective new employee as part of interview process.
• Train all Trainer Sales Associates according to HOTWORX® training material and programs. Ensure all employees are fulfilling required training and certifications as outlined in their job descriptions and as required by HOTWORX® FRANCHISING, LLC for their respective positions.
• Track all new and existing employees training to ensure all are up to date with HOTWORX® UNIVERSITY online courses, webinars and other training applications.
• Create and maintain a monthly staff schedule at least one week prior to the beginning of each month to include all training objectives, staff meetings, marketing and outside or inside promotion initiatives as well as equipment maintenance events.
• Set, communicate and monitor individual sales goals for all employees on a monthly, weekly and daily basis using measurements tools provided by HF and HOTWORX® POS software. GM should communicate results and action plans clearly and often to staff and franchisee as requested.
• Hold all employees accountable for executing sales prospecting responsibilities and non-negotiable marketing.
• Monitor efforts and document them in prospecting logs and other tracking forms.
• Monitor the closing percentage and percent to goal of all employees and discuss action plans to continuously improve performance using Individual Development Plans at least once per month. All staff should be aware daily of their closing percentages and where they stand with respect to personal and team monthly goals!
• Provide creative ideas to keep the employees motivated and focused on meeting and exceeding goals. All incentives and pay increases must be discussed with and approved by the franchisee before communicating with employees. There should be creative quarterly incentives such as trips, nights out with staff (paid for by the studio), cash, etc., and these should be set up, clearly communicated and deployed prior to each quarter! The Studio should always strive to be the top performing location in the entire company.
• Develop agendas for all employee meetings and training.
• Complete a Performance Evaluation on all employees after the first 30 and then 90 days of employment. Perform quarterly then annual evaluations after 90 days of employment based on adherence to and execution of their job description and goals.
• Communicate with and meet daily with the Franchisee & management team prior to weekly staff meetings to collaborate on agendas and discussion topics.
• Submit payroll bi-monthly to Franchisee for approval and then to payroll company for the 10th and the 22nd payroll periods. Production for the 16th-end of the month for the previous month is paid on the 10th and production for the 1st-15th of the current month is paid on the 22nd. Once approved by franchisee, report payroll information to payroll processor.

Studio Equipment & Product Maintenance Responsibilities:

*First impressions are sometimes your only impression on a new guest. Maintenance and cleanliness standards must be outlined to ensure not only that superior customer service is being provided but also that the safety and wellbeing of your clients is of paramount concern by all staff members. Some franchisees choose to assume the responsibility for some of the tasks listed below or subscribe to cleaning services so the GM should be sure to review and modify the items below as needed for the studio. As a franchisee, you must ensure that resources are available to whoever is responsible for proper maintenance including any tools needed for cleaning and/or minor repairs. A vendor contact list must also be available for proper communication on any service issues.

• Maintain the highest standards of cleanliness throughout the studio including lobby area, saunas, functional training area, restrooms and any other areas to ensure superior customer service and sanitation expectations are exceeded.
• Enforce all daily, weekly and monthly maintenance requirements with responsible employees.
• Schedule monthly studio equipment maintenance and cleaning sessions in order to maintain sanitation standards and ensure that the studio equipment is always fully operational.
• Ensure timely equipment repairs by reporting all repair or part replacement requests through the proper vendor contacts immediately upon equipment failure; confirm order with Franchisee. Always place a professional sign on the equipment, printed, not handwritten that states, “Sorry for the inconvenience, this equipment is under repair”, and ensure that it is repaired asap! A template is available on Studio Drive.
• Ensure that all infrared heaters are in working order and are changed at the moment they fail to heat or when they reach the end of their hours of operating life span.
• Maintain accurate product inventory according to minimum standards & rotate merchandise on display shelves every month to enhance the presentation of retail products.
• Order new retail inventory EVERY Monday without fail to ensure that stock levels remain healthy.
• Count manually, all inventory to enter into the monthly inventory report for end of month reviews. Inventory must be counted monthly on the 31st to get the monthly ending inventory. Once any necessary on hand adjustments are made in the POS, provide and communicate opening inventory to franchisee.
• Maintain accurate inventory reports in software at all times, make orders on Mondays and spot check weekly.
• Monthly manual counts are to be done on the last business day of the calendar month at close of business to verify your month end, ending inventory for monthly COGS expense entry. Shortages/shrinkage must be reported to franchisee and must be recorded to reflect an accurate balance sheet and other accounting reports.

Register Functions & Membership Billing Responsibilities:

• Ensure all employees are practicing proper data entry for all guests, members and clients at all times. No commissions can be paid if there is inaccurate or incomplete member data at point of sale and/or on the membership agreement. This includes capturing of all banking info and signatures on membership agreements for all new members.
• Confirm all daily revenue (including cash, checks and credit cards) is accounted for at all times to prevent theft and ensure that daily production (DPR) reports are always accurate.
• Perform daily bank deposit processes once all revenue is properly accounted for. Report any and all shortages or overages to franchisee.
• Perform monthly EFT billing (pre draft, processing and post draft) duties to ensure maximum collection rates. These duties include but are not limited to processing credit card and check drafts, cancellation and freeze requests, following up on billing inquiries, delinquent accounts, etc.
• Update member Brivo access credentials as accounts become delinquent.
• Exercise proper collections methods including calling delinquent members, mailing and/or emailing notices and using register functions to track efforts and to notate delinquent accounts.
• Maintain accurate collections documentation/records and communicate outstanding payments to franchisee.
• Ensure that all monies/fees owed on NSF checks written in the studio are collected in a timely manner using proper collections procedures and notify franchisee of all occurrences.
• Abide by all budget guidelines for expenses as per Franchisee’s criteria.
• Review override reports to ensure all employees are exercising proper caution when servicing members and selling products.

Sales Management Responsibilities & Minimum Performance Expectations:

• Ensure that minimum requirements for prospecting are met monthly. This includes at minimum, 30 names and numbers turned in and 5 guest passes returned to the studio with employee initials on back of guest pass from each employee.
• Monitor, track and analyze daily, weekly and monthly lead flow from online/social media advertising and communicate regularly with franchisee and ad agency to ensure consistent results and optimal cost per lead figures.
• Work with staff to ensure daily and weekly organic posts are set up to encourage and increase engagement on all social platforms, especially Facebook & Instagram.
• Communicate with franchisees and ad agency on changes in social media lead quality or feedback to make changes to ads and campaigns as needed.
• Formally meet with franchise owner and ad agency regularly to monitor and communicate clearly regarding return on ad budget/spend as well as cost per lead metrics.
• Ensure Daily Duties Checklist is completed daily.
• Submit required close of business reports to franchisee nightly including full analysis by GM of the daily production and a brief email to franchisee at the end of the staffed hours every day M-F. This brief email should provide a brief summary of the day and why the studio accomplished the daily goals or why daily goals were not met and what the plan is for the next day. For weekend production, GM must provide the analysis emailed report on Monday morning first thing. Up and down the Organizational Chart, or “Chain of Command”, if you will, the studio must promote a culture of accountability. As the GM, you must always remember to regularly INSPECT WHAT YOU EXPECT. Always (not just some of the time) hold the team accountable to agreed upon goals!
• Review Studio Prospecting/Client tracking logs daily to ensure proper exercise of prospecting duties. This includes new member follow up, new guest tracking, etc.
• Utilize all HOTWORX® marketing tools simultaneously and consistently to maximize traffic. Personal Minimum Prospecting Requirements are as follows:
• Place and maintain 10 lead boxes in strategic business to be checked weekly. (per employee or more to maintain 50 total per location)
• Generate a minimum of 5 new guests per month through guest pass program
• Enroll a minimum of 15 new Members each month (50% or higher closing %)
• Generate a minimum of 10 new guests per month through the Ambassador Program
• Execute one outside promotion each month
• Generate 10 new guest appointments each day
• Secure 3 VIP business partners each month
• Ensure the following prospecting tasks are being accomplished by entire staff:
• 5000 Guest Passes or outreach pieces are distributed monthly. A minimum of 5 must be returned from each staff member monthly.
• An average of 3 new referrals from each new member visit the studio
• 4 outside promotions are executed each month
• 1 Corporate Account presentation is executed each month
• 50 total Lead Boxes are active monthly and checked weekly
• 30 new leads generated monthly by each consultant and scheduled to visit as a red appointment.
• Do what is reasonably necessary to ensure that the studio and each employee achieve all daily, weekly and monthly performance goals.
• Perform any other duties assigned by the Franchisee.

Job Type: Full-time

Pay: From $32,000.00 per year

Weekly day range:

• Monday to Friday
• Weekends as needed

Education:

• High school or equivalent (Preferred)

Experience:

• Supervising Experience: 1 year (Preferred)
• Customer Service: 1 year (Preferred)

Work Location: In person

Salary : $32,000