ASSISTANT CLUB MANAGER - WEST WOOD CLUB DÚN LAOGHAIRE

About West Wood Club

At West Wood Club, our mission is simple: to serve our members and deliver an uplifting, welcoming experience on each and every visit.

We are Ireland’s premier health and fitness club, but we are not just in the fitness business.

We are in the member experience business.

Our members expect outstanding facilities, exceptional standards and genuine hospitality every time they walk through our doors.

And that takes great people.

THE ROLE

We are looking for an energetic, professional and highly motivated Assistant Club Manager to join the management team at West Wood Club Dún Laoghaire.

West Wood Club Dún Laoghaire is an adult-only health and fitness club, offering members a premium fitness, swimming, spa, studio and wellbeing experience.

This is a hands-on management position.

When the General Manager is in the club, you will work closely with them to ensure the club operates to the highest possible standards.

When the General Manager is not in the club, you are responsible for the club.

• The staff.

• The facilities.

• The standards.

• The atmosphere.

And, most importantly, the member experience.

You will be expected to lead from the front, make decisions, solve problems and ensure every department works together to deliver the standard our members expect.

This is not a management role that can be performed from an office.

You need to be visible at all times.

• On the club floor.

• Talking to members.

• Supporting staff.

• Checking standards.

• Spotting problems.

• And making sure they are fixed.

WHAT YOU’LL BE RESPONSIBLE FOR

Managing the Club

Take responsibility for the smooth day-to-day operation of the club while on duty and assume overall management responsibility whenever the General Manager is absent.

Leading the Team

Lead, motivate and support staff across the club.

Set clear expectations, hold people accountable and create a professional, positive working environment where everyone understands that the member comes first.

Delivering an Exceptional Member Experience

Make sure members feel welcome, recognised, valued and looked after every time they visit.

Be highly visible and approachable throughout the club and actively engage with members rather than waiting for problems to arrive at the management office.

Maintaining Impeccable Standards

Conduct regular and vigilant club walks.

• Changing rooms.

• Gym floors.

• Studios.

• Swimming pool.

• Spa facilities.

• Reception.

• Public areas.

Everything matters.

Cleanliness, lighting, temperature, equipment, music, presentation and atmosphere all contribute to the member experience.

Never walk past a problem.

If something isn't right, take ownership of it.

Managing Member Feedback

• Listen carefully to members.

• Resolve complaints professionally and promptly.

• Follow up.

And make sure members know that their feedback has been heard and acted upon.

Supporting Member Retention

Understand that retaining members isn't simply a membership department responsibility.

Every interaction, every class, every clean changing room, every functioning piece of equipment and every member who receives help when they need it contributes to retention.

Managing Health & Safety

Ensure all health and safety procedures, emergency procedures, risk assessments and operational standards are followed without compromise.

Managing Club Systems

Take responsibility for ensuring West Wood Club operating procedures and management systems are properly implemented while you are on duty, including:

• Member experience and retention

• Reception and member arrival

• Gym and studio operations

• Swimming pool and spa operations

• Cleanliness and housekeeping

• Maintenance and fault reporting

• Health & safety

• Staff performance

• Membership and payment procedures

• HR procedures

THE PERSON WE’RE LOOKING FOR

You don't necessarily need to have managed a health club before.

But you do need to know how to manage people.

You need confidence.

Energy.

Common sense.

Attention to detail.

And the ability to take responsibility.

You should be comfortable making decisions and dealing with problems rather than passing them to somebody else.

You should enjoy being around people and genuinely care about delivering great service.

And you need to understand something very important:

Management is not about having a title.

It's about taking ownership.

WHAT WILL SET YOU APART

Leadership

People naturally look to you for direction. You communicate clearly, set standards and aren't afraid to deal with difficult situations.

Hospitality

You genuinely enjoy dealing with people and understand the difference between simply providing service and making somebody feel welcome.

Attention to Detail

You notice the things other people walk past.

A dirty floor.

A broken locker.

Equipment out of place.

A member who looks lost.

A reception area that doesn't look right.

And you do something about it.

Composure

Health clubs are busy environments. Things happen.

You remain calm, make decisions and get problems solved.

Personal Ownership

When you're the manager on duty, you don't think:

"That's somebody else's department."

You think:

"It's my club. I'll get it sorted."

OUR MANAGEMENT STANDARD

Our culture is guided by our DPHAESER standards:

Deliver — We follow through on our commitments and deliver results.

Physical Evidence — We maintain pristine, spotless and perfectly functioning club facilities.

Hospitality — We treat every member as a valued guest.

Appearance — We present ourselves with professional pride because when we are on the club floor, we are on stage.

Experience — We turn everyday visits into memorable experiences.

Systems — We follow proven systems that deliver consistent standards.

Empathy — We listen and see the club through our members' eyes.

Responsiveness — We take ownership and act quickly.

THE BOTTOM LINE

When the General Manager isn't there, you are the manager.

Members shouldn't experience a different club because the General Manager has gone home.

Standards shouldn't slip.

Staff shouldn't switch off.

Problems shouldn't wait until tomorrow.

The club should operate exactly as it should.

If that sounds like the kind of responsibility you want, we'd like to hear from you.

TO APPLY

Please send your CV and cover letter to [email protected] by 26th September 2016.

or complete the application below.