Operations Manager-Lifestyle and Fitness
Title: Operations Manager-Lifestyle & Fitness
Reports to: Director of Operations-Lifestyle & Fitness FLSA
Status: Exempt Supervise Others: Yes
Primary Responsibilities: Oversees all front desk operation personnel, banquet services, resident customer services, room reservation specialist, and lifestyle manager. Provides personnel structure, performance management and overall support to the Lifestyle and Fitness departments as necessary. The ideal candidate will provide general administrative support following standardized processes and procedures. Work is performed under general supervision of the Director of Operations with latitude for limited decision-making.
Skill Requirements:
- Minimum three years of administrative management experience and one year of supervisory or leadership experience.
- High School Diploma is required with experience in hospitality, club/fitness management highly desired. Degree in business, marketing, communications or relevant field of study preferred. Lifestyle services, senior industry experience a plus.
- Capable of maintaining confidentiality of Human Resources and other sensitive information.
- Excellent customer service, interpersonal and organizations skills
- Must be proficient in Microsoft Office, Outlook, Excel, Windows, Internet Explorer and web maintenance highly preferred.
- Basic knowledge of accounting software and graphic programs preferred.
- Strong demonstrated communication, time management and problem solving skills.
- Ability to work in a demand-driven service community that is fast paced.
- Experienced in methods of Lifestyle operations & Fitness services.
- Must be able to multi-task both as a team and independently.
Duties and Responsibilities
- Plan, coordinate and direct the overall operations of the Lifestyle offices in conjunction with the Director of Operations.
- Ability to fill any of the team roles to include: manager of events, banquet supervisor and health & wellness coordinator.
- To provide staff direction on mission development and its relation to program development, delivery, and Board directed budget goals.
- Welcoming of all new residents, orientations and onboarding process within Lifestyles.
- Generates various systems reports in order to document updated status of department's activities and completes required fiscal close forms for month, quarter, and year-end.
- Handles resident service concerns in a professional manner with the focus on "more than satisfied residents" in all decisions.
- Supports operations throughout department to include Lifestyle and Fitness.
- Responsible for control & protection of office assets assigned to the department (vehicles, computers, supplies, etc) and coordinates needs with DOO as appropriate.
- Provides leadership, direction and support to the teams.
- Ensures work is conducted in compliance with state and local regulations and in accordance with bi-law requirements.
- Responsible for payroll/budget control and supervision as dictated by the DOO.
- Review on an annual basis associates responsibilities and measure their performance as specified by the DOO.
- Ensures that the front desk Lifestyle team provides the highest levels of resident experience.
- Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development and corrective actions.
- Performs quality checks, identifying areas to improve and implement measures to improve performance.
- Handles resident issues, complaints or concerns from a diverse neighborhood/club perspective requiring supervisor involvement.
- Answers phones and supports the front desk as needed during peak hours.
- In charge of all emails and voice mail responses with inquiries, concerns or questions on a daily basis.
- Monitor trends in Lifestyle programming to help motivate team coordinators to create diversity in program offerings.
- Works with Room Rental Specialist to review room usage to mainstream and maximize program space availability and implement new Association programs as required to meet approved budget goals.
- Develops and maintains community relationships and resources to enhance/diversify program development for the benefit of the Association and its residents.
- Reviews and approves all requests, documents, and print/video media related to the Lifestyle department.
- Development of articles, events, seminars and department information which is sent monthly to magazine staff in a timely manner.
- Develops and manages the method which sends department events, seminars, etc updated weekly to the broadcast team for community channel 50.
- Ensures that all programs and services are conducted and fulfilled in a manner consistent with the goals and objectives of the Board of Directors.
- Other duties as assigned.
Physical Requirements
- Capable of working extended hours, to include evenings, weekends and holidays is at times mandatory.
- Able to see well enough to read faint or partially obscured writing or printing, with corrective lenses if needed.
- Must be able to speak English in a clear and understandable voice so that various types of communications may be conducted with people of various levels of education and capabilities, to include the exchange and receipt of information over the telephone.
- Position involves sitting, standing, stooping, kneeling, pushing, shoving, lifting, carrying and moving objects that can weigh up to 25 lbs. This movement can occur throughout the day. Must also be able to climb several flights of stairs if necessary.
- This position will alternate between working indoors in a controlled climate and with proper lighting, to an outdoors setting with variable climate and lighting.
- Must be able to interact with all types of individuals, be mentally alert, detail oriented, and with good reasoning skills.
- Must be able to work in small and confined spaces for extended periods of time.
- Must have finger dexterity for typing/using a keyboard.
Environmental Requirements
- Must be able to work on more than one assignment at a time with frequent interruptions, changes and delays. Must be able to remain focused and work effectively, efficiently, and cheerfully under such circumstances. For safety reasons, employee must remain alert to working conditions and aware of safety, health, and environmental concerns.
- Must be able to work effectively and cheerfully in an environment which may be stressful due to adversarial situations resulting from the proper performance of duties.
Reporting Responsibility: Reports directly to Director of Operations- Lifestyle & Fitness