Activities Manager

What’s the purpose of the job?

Leading and managing an efficient operation of all activities that take place in the Fitness, Group Exercise, Racquets, Swim and Families Departments within your DL Club and giving our members a fabulous experience every day. Acting as Duty Manager if required and taking responsibility for the efficient operation for the entire club.

This is achieved by:

 Working a minimum of 4 weekend shifts per month and at least one late shift each and one early every week.

 Creating and leading a culture in department that sits alongside the business values and strategies.

How does the Activities Manager deliver in their role:

On a daily basis:

• Complete a club walk-round engaging with members (SEE5) and checking on:

Studio Cleanliness, Court Cleanliness, Maintenance (See it, Fix it), Health & Safety, DL Standards, Service Delivery, and social distance markers. Take action where appropriate.

• Ensure Team are in their correct uniform and meeting the correct standards.

• Check emails and the Intranet for updates and action as appropriate.

• Review the Member Feedback Tablet & Member Feedback Portal results from the previous day, celebrate success and ensure corrective action taken for areas that require improvement. Ensure 48-hour resolution KPI is adhered to

• Check daily Income and performance via the daily dashboard, identifying key actions to drive the Club and departments forward.

• Ensure any marketing collateral is up to date and rotated around the club for maximum exposure and ensure social media content is appropriate, relevant and being promoted in line with company guidelines.

• Scan the Kickstart report. Make sure all new members have future bookings and everything is on target to deliver KPI’s. Check all members are specified and all Red Members are allocated to a Trainer.

• Ensure all gym floor products are delivered as per the company brand guidelines and the Gym Product Guide.

• Ensure efficiency of all products are organised. Checking class delivery and member engagement.

• Looking for opportunities to coach the team and deliver on the spot feedback.

• Participating and sharing knowledge and best practice with peers and other team members.

• Complete any tasks as delegated by the club GM.

On a weekly basis:

• Attend the weekly HOD meeting and subsequently brief your team on current events in your department and member feedback.

• Having informal touch points with all direct reports to support, coach and challenge as required.

• Check all maintenance has been reported and repaired promptly within studios i.e. Studio Bike and BLAZE Studio kit, Gym, and kids’ areas.

• Carry out team training and workshops.

• Check member feedback and action where necessary.

• Conduct a full departmental walk-round and check that all in-club communications including marketing are up-to-date and in line with the DL Clubs standards.

• Sign off payroll and weekly audit checks.

• Lead the weekly Kickstart meeting and set clear actions with Sales and appropriate Team Members to achieve KPIs.

• Review detail and conversion on Family & Racquets Welcome Meeting

• Ensure all Personal Trainers have a minimum of 25 hours (full time) or 12 hours (part time) of availability loaded onto their portal, with a high proportion at high demand times (6am-11am / 5pm-8pm weekdays and 7am-12 weekends).

• Review Rate my Instructor/Rate My Personal Training Session feedback and celebrate or action accordingly.

• Use the club and the different products to experience the club from a member’s perspective.

• Complete relevant actions from the David Lloyd / Harbour Weekly Update.

• Ensuring the departmental schedules are completed 4 weeks in advance and maximise optimisation based on demand to exceed member experience.

• Checking schedules against the Time & Attendance system and completing payroll weekly.

• Complete any tasks as delegated by the club GM.

On a monthly basis:

• 1:1 meeting with the GM focusing on plans against key metrics based on the 4 monthly cycle and managing own teams to deliver. P&L results and performance.

• 1:1 meeting with all direct reports focusing on plans against key metrics based on the 4 monthly Beyond Budgeting cycle and managing your own teams to deliver.

• In conjunction with the GM and through consultation with the commercial team ensure that robust actions are in place to maximise all commercial revenue lines within the club

• Full departmental meeting to cascade the month’s performance, reviewing DL Way, member feedback and upcoming activity.

• Sign off up and coming DL branded recruitment, auditions, training and marketing plans with GEC, BLAZE Supervisor or Gym Supervisor.

• Review your departmental rotas in line with labour productivity, making sure the correct staffing levels are in place to maximise the member’s experience of the Club.

• Sign off -Club pay. Review and operate the Coach Payment Model within company guidelines

• Review Court Hire Income from Tennis Coaches v Targets. Ensure 50% RM/JTP employed hours are on court delivering Junior and Adult Group Coaching.

• Check all Supervisors have the appropriate qualifications and have completed the relevant Learning Locker and Live training courses. Take action where appropriate.

• Review all H&S criteria to ensure compliance.

• Review delivery of the DL Way, addressing concerns raised by Mystery Member results and feedback.

• Review self-employed team and teaching pro’s inductions ensuring that Learning Academy units are being covered.

• Plan Member communication - We produce weekly FB posts, a monthly introductory email to new members, contribute to the monthly GM Newsletter, and produce a Racquets Newsletter every cycle.

• Work with your direct reports to develop Club programming that fits the member’s demand at your Club, based on the principles of programming excellence and ensure co-ordinated classes timings to allow for stress free member and family use.

• Review team product knowledge and train where necessary.

• Proactively recruit and plan for recruitment

• Make sure that the club has the correct par levels of Blaze merchandising items and complete stock take.

• Complete any tasks as delegated by the club GM.

The Activities Manager is a full time role, based in Milan Harbour Club and reporting to the General Manager.