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Studio Director
Town Sports International
New York, NY, United States
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The Studio Director (“SD”) is responsible for ensuring the smooth, efficient, and profitable operation of a BFX Studio with a high focus on client engagement and experience. The majority of the SD’s time will be spent developing staff, elevating the client experience, and driving revenue. As the “Ambassador of BFX’s Brand Experience,” the SD leads the team through role modeling BFX’s Core Beliefs and Rituals. The SD directly manages a Private Sessions Manager (PSM), an Xperience Manager (XM), and Master Class and Ride Republic Xperts, and has overall responsibility for all Studio staff members.
Regardless of the job title, all BFX employees are responsible for creating a great fitness experience for all clients. This may mean pitching in to keep the Studio clean or filling in for another employee’s shift. A BFX employee will do whatever is necessary to best serve the company and its clients.
Responsibilities:
The SD’s main responsibilities and essential job functions include, but are not limited to:
1. Developing a High Performing Team:
• Build and develop a high performing team focused on delivering a legendary client experience while creating an environment of trust, mutual respect and genuine concern for individual growth and development.
• Ensure that the Studio is staffed with high level talent by recruiting, auditioning, interviewing, hiring, and developing the team.
• Ensure that all staff members receive a complete orientation and are informed of performance expectations.
• Ensure that all staff members are provided with the necessary training to perform their job duties and deliver on expected results.
• Provide specific and ongoing feedback, performance evaluations, development plans, coaching and discipline as necessary to Xperts and Studio managers, partnering with the Human Resources Department as appropriate.
• Properly utilize and maintain personnel files, personnel authorization forms, coaching logs, certifications and warning notices.
• Manage education calendar and employee progress.
• Role model and require professionalism from all Studio staff.
2. Achieving Measurable Results:
• Meet or exceed sales, budget and revenue goals.
• Oversee the Studio’s operational management, people management, sales and cash management, and facilities management in order to meet or exceed company standards.
• Create opportunities to grow client-count through high quality interactions and programs designed to drive overall client engagement.
• Create class schedules for maximum client penetration within budget guidelines.
• Collect and track key data necessary to effectively manage the class schedules.
• Ensure that clients receive a high level of customer service and that the Studio is kept immaculately clean.
• Train and coach Xperts and managers on customer service policies, procedures, standards and techniques and ensure that Studio staff members consistently provide quality service.
• Regularly interact with clients and obtain, assess and address information on client needs, expectations and levels of satisfaction.
• Respond to client requests and concerns promptly and effectively.
• Determine and analyze reasons for loss of clients and create action plans to address common issues.
• Effectively manage costs, including, but not limited, costs for labor, supplies and equipment.
• Administer scheduling and bi-weekly payroll for direct reports.
3. Creating the BFX Experience:
• Inspire clients and staff to unlock their power of fitness.
• Educate clients about BFX programs to alleviate anxiety and create a comfortable fitness environment.
• Role model and actively promote the flawless execution of BFX’s Core Beliefs and Rituals by all managers and Xperts, providing coaching and performance feedback as necessary.
• Ensure relevant and effective action plans are written, executed and followed up on to ensure that the Studio is kept clean and that the equipment is in good working order.
• Analyze client feedback and partner with other Studio managers to build action plans that effectively address the feedback.
• Quickly address any maintenance or equipment issues.
• Role model and enforce compliance with all company policies and procedures including, but not limited to, attendance, dress code, time-keeping and code of conduct policies.
• Respond to staff members’ questions, complaints and grievances, working with the Human Resources Department as appropriate.
• 3-5 years of management experience in a fitness, hospitality or retail environment, including direct experience in profit and loss management and people management
• 5 years of group exercise instruction experience
• Physical demands include ability to walk through all areas of studio, bending and lifting (e.g., picking up towels, restacking of weights, moving of equipment as necessary), and ability to cover group exercise classes
• Able to work a full-time flexible schedule that meets the needs of the business, including evenings, holidays and weekends
• AED/CPR Certified
• AFAA or ACE Primary Group Exercise Certification
• Group exercise management experience (preferred)
• AA or BA/ BS degree (preferred)