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Assistant General Manager.

Company: Town Sports International Holdings Inc
Location: Sunnyside
Posted on: June 10, 2021

Job Description:

Job Description


Do you have a passion and desire to help others live an active lifestyle? Do you genuinely care about connecting with others and being part of a team? If so, Town Sports International is looking for Assistant General Managers to join our growing team. The Assistant General Manager supports the General Manager in owning the four walls including membership and fitness sales, operations and customer service. This position oversees a team of fitness and sales professionals in the club and is responsible for executing the organization's member retention strategy through the successful management and monitoring of the member experience.


Our profession empowers members and team members to achieve active lifestyles. Fitness has relevance through all aspects of life. We build positive relationships and sustain the organization's culture by interacting with the highest level of integrity and communicating in a manner that reflects our brand.


  • Continuously modeling and promoting the TSI mission, guiding principles and values with pride and integrity.
  • Providing a legendary member experience by consistently executing the Clubhouse Rules.
  • Performs a Member Experience Walkthrough (MEW) daily.
  • Being available to team members to address questions and concerns (Open Door Policy at all times).
  • Creating a strong sense of team by fostering collaboration, communication and alignment amongst team members.
  • Hosting daily and weekly meetings with team members to ensure staff is connected to each other and in tune with member feedback.
  • Ensuring club provides high levels of customer service, a consistently clean club, friendly/inviting service in which member feedback is addressed in a timely manner.
  • Establishing systems and processes to reward and recognize top performers.
  • Ability to diffuse tension and influence positive outcomes in conflict situations.
  • Reviewing and adhering to all TSI documents including but not limited to policies and procedures, employee handbook, state supplement, codes of conduct, etc. and setting expectations around these documents and policies for all team members and club managers.


Inspires, motivates and develops a team to reach their fullest potential, contributing to the ultimate success of the organization. We constantly improve ourselves, our processes and our procedures to provide a meaningful experience in the gym. We are connected to our members, clients and each other.


  • Creating an open environment where employees are empowered to ask questions and continue to progress along their Learning Journey.
  • Sourcing and recruiting qualified candidates daily, including high quality certified personal trainers
  • Onboarding new team members utilizing proper immersion plans to ensure clear expectations while setting the new employee up for success.
  • Delivering effective coaching, training, feedback, and performance management directly to team members.
  • Progressing and developing trainers through continuous sales and technical development.
  • Following up with trainers regularly (daily/weekly) and holding development meetings.
  • Ensuring Level 1 shift productivity, including consistently cleaning the gym floor and being present and available for members.
  • Overseeing other manager's employee management and partnering to provide guidance on coaching and development.
  • Creating robust development plans for team members who want growth in role and growth into new roles.
  • Issuing daily direction based on club walkthroughs (MEW), member feedback, and team feedback.
  • Regularly interacting with members to obtain, assess, and address feedback on club needs and expectations.
  • Responding to all member and team member requests, concerns, and inquiries in a timely manner.
  • Performing all basic system transactions pertaining to enrolling members.
  • Developing and maintaining relationships with current members on a personal basis with a goal to generate referrals.
  • Being knowledgeable about all products and programs to effectively build value in TSI's services.
  • Being responsive to member feedback and complaints and working towards timely resolution.
  • Additional duties as assigned.


Successfully and consistently exceeds goals that drive the member, employee and business categories of the organization; actions reflect a dedication to surpassing the expectations of both members and employees.


  • Hitting all key metrics in sales, revenue, retention, cost management, fitness revenue, Fitness sales/ Net gain, Fitness retention and Fitness booking/set up.
  • Tracking Key Performance Indicies (KPI) for all departments and creating action plans to improve KPIs.
  • Strategically plan with GM the daily/weekly/monthly fitness sales, revenue and retention goals.
  • Partnering with the General Manager to review and analyze the club's Profit & Loss statements and other financial reports daily to ensure the club is on track to meet sales, fitness indicies and expense goals.
  • Collaborating with the General Manager to effectively manage expenses including, but not limited to, labor, supplies and equipment.
  • Increasing recurring EFT revenue by driving net member gain and average dues up.
  • Ensuring fitness products and services offered in clubs are aligned and consistent with the company's overall fitness strategy.
  • Administering scheduling and biweekly payroll for direct reports and overseeing such administration by other club managers.
  • Ensuring that the club maintains a 30% rescind rate for billing cancellations every month.
  • Working in cooperation with the General Manager to manage and process all cancellations following proper retention procedures in place to retain members.
  • Planning and executing daily/weekly/monthly individual and team meetings. Including a minimum of biweekly learning and development workshops offered for all club levels.
  • Continuously seeking new avenues of prospecting including but not limited to, call drives, special events in the club and engaging new members at point of sale.
  • Setting daily, weekly and monthly sales, revenue and retention goals, including fitness, and monitoring the club's performance towards goals.
  • Leveraging the CRM system to ensure proper lead management.
  • Consistently looking for opportunities to gain new members and elevate service levels.
  • Developing relationships with the community and local small businesses by getting involved in community events a minimum of twice per month.
  • Actively building a network of contacts through prospecting and referrals.
  • Driving retention by partnering with the fitness team to effectively introduce fitness services at point of sale.
  • Assisting the General Manager with bi-weekly payroll to ensure all missed punches are corrected and submitted on time with payroll signed off by the indicated deadline.



  • 1+ years of management experience in a fitness, hospitality or retail environment, sales and leadership.
  • Excellent communication, organization and customer service skills.
  • Prior experience analyzing Profit & Loss statements preferred.
  • Excellent leadership and management skills.
  • Excellent training skills.
  • Ability to handle challenging member issues with patience, tact and the utmost professionalism.
  • Physical demands include ability to lift up to 20 pounds with or without reasonable accommodations, walk through all areas of the club, climbing stairs (where applicable), and bending and lifting (e.g. picking up towels, restacking weights, moving equipment as needed). The company reserves the right to change them as business needs require and that jobs may require other tasks as assigned to the employee by the company.
  • Child & Adult AED/CPR certified.
  • Ability to proficiently use our POS, membership, CRM systems, timekeeping any other computer programs required to meet the business needs of the customer and TSI.
  • Comfortable leading outreach and referral activities that will generate leads, contacts, and appointments.
  • AA or BA/ BS degree, preferred.


Due to the nature of the business, Town Sports International has specific scheduling guidelines for this position.

  • Team Members are required to work 3 out of the last 4 days of the month, with the last day of the month being mandatory.
  • TSI does not authorize vacation time in the months of January or September.
  • This position does not have a set schedule month-to-month and is subject to changes based on the needs of the business.
  • Able to work a fulltime flexible schedule that meets the needs to the business including mornings, evenings, holidays, weekends.

Keywords: Town Sports International Holdings Inc, Yakima , Assistant General Manager., Other , Sunnyside, Washington

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