Studio General Manager
Job Description and Person Specification
Summary
Job Title: Studio General Manager
Service Area: Operations
Reports to: Group Operations Manager
Direct Reports: Directly Employed and Freelance colleagues, including Client Advisors, Trainers, Physiotherapists and Therapists.
Key Relationships: Group Operations Manager, Operations Director, Schedule Coordinator, Physiotherapy Area Manager, HR and Recruitment Officer, Marketing
Base Location: Ten Health & Fitness Kings Cross
Flexibility: 100% Studio Based and with some shifts on desk
Working Pattern: Full Time, Fortnightly Rota working one weekend day every two weeks (E.g. Week 1: Mon-Fri / Week 2: Tues-Sat or Sun-Thurs)
Purpose: To lead an inclusive, safe, and client-focused team
To lead and manage the Studio, ensuring the highest standards of client engagement, operational compliance, effective team management and leadership, and revenue growth. The role involves overseeing the studio P&L, daily operations schedule oversight, managing staff, studio sales client management, and developing plans to enhance the studios services and client base.
In this role, you are empowered to:
* Lead an inclusive, safe, sales and client-focused team at your studio.
* Create and develop a client community and sense of belonging.
* Manage the Financial and Business Performance of your studio.
* Consistently deliver high standards of operational excellence.
* Deliver a regular and reliable studio schedule of classes and treatment services.
* Comply with legal and regulatory standards.
Your primary duties and responsibilities
The nature of our business means as we grow and develop, your tasks may change and adapt. Accordingly, this list of duties is not exhaustive and is likely to evolve.
* Client First: Ensure that all clients receive exceptional service from the moment they enter the studio. Address client feedback and complaints promptly and professionally.
* Client Engagement: Develop and implement strategies to engage clients, such as loyalty programmes, special events, and personalised communication. Empower and encourage your team to ‘Know Me Well’ and truly show your clients that you value them.
* Studio Awareness: Work with Ten’s Marketing Team to develop marketing plans which attract and retain clients. Utilise various channels, including social media, email marketing, and local advertising, whilst complying with Ten’s brand standards.
* Operational Excellence: Oversee the day-to-day operations of the studio, including class scheduling, equipment maintenance, and cleanliness.
* Safety and Regulatory Compliance: Ensure the studio complies with all relevant Health & Safety regulations and industry standards. Ensure a safe environment for clients and colleagues.
Person Specification
You’ll need to demonstrate and apply the following essential skills, experience and knowledge to be successful in this role:
Essential skills and experience
* Proven experience in a managerial role within hospitality, retail, the fitness or wellness industry.
* Strong leadership and interpersonal skills.
* Strong financial management proficiency.
* Excellent planning and organisational skills.
* Excellent customer service skills.
* Proactive communications skills.
* Confident and comfortable learning and using electronic systems.
Essential knowledge
* An awareness of Dynamic Reformer Pilates, Personal Training, Physiotherapy, Massage Therapy, and Clinical Exercise.
* Appreciation and understanding of Health & Fitness client needs.
* Appreciation and understanding of the dynamics of working in a multi-site and multi-disciplinary team.
* An awareness of management practices, operational leadership, Health & Safety regulations.
Desirable experience and knowledge
* Experience in Dynamic Reformer Pilates, Physiotherapy, or a related field with transferrable management skills.
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