Service Manager

Service Manager - Job Description Our Service goal is to create a memorable experience for everyone that comes in contact with WAC. This starts with being world class in connecting Team Members to members. As the Service Manager, you are responsible for all aspects of the Front Desk, Kids' Clubhouse, Laundry and Club Pub. You lead the Team Leads, front-line Team Members, customer service, recruiting, training, operations, financial profitability and ongoing Team Member development. You help your team make relationships with members and guests they see every day via aggressive hospitality. This is not a behind the scenes management position - you are on the front line, connecting with your team, club members and guests. You have the opportunity to let your personality shine and develop future leaders. Key Responsibilities Leadership & Aggressive Hospitality Display a member first attitude by training and holding team members accountable, not only for being raving fans of WAC, but also for creating raving fans; we are all responsible for attracting and retaining members. Be what you want to see - live the mission and core behaviors. Constantly recruit and train Service Team Members, encouraging them to develop personally and professionally. Provide ongoing coaching to Service team members to take action and to achieve operational goals. Identify, communicate and delegate appropriate responsibilities to Team Members to ensure smooth club operations - this starts with the daily walk-through and any necessary follow up. Team Building Build and mentor winning Service teams. Pick the best people - lead Service recruiting efforts to exceed member expectations and improve retention. Paint a picture and show Service Team Members a path - inspire the best to exceed their potential at WAC. Provide great Service training - actively learn, apply and share what you learn. Give Team Members regular feedback and ask great questions. Catch people doing things right and hand out WAC Bucks. Planning & Execution Lead annual reviews of Service Team Leads and assist with reviews for front-line Service Team Members. Create annual calendar for Service teams, which include events, meetings and ongoing training. Manage monthly Service schedules to ensure club is properly staffed during peak and non-peak times. Communicate clearly, concisely and accurately by utilizing every major form of communication. Be available. Responsible for everything in Front Desk, Kids' Club, Laundry and Club Pub. Service Manager - Performance ExpectationsI. Daily Operations 1. Execute a daily walk-through of the facility to ensure proper conditions. 2. Encourage member rapport by being visible and interacting regularly with members. 3. Monitor the day-to-day operations of the Front Desk, Kids' Club, Laundry and Club Pub. 4. Conduct on-the-spot Service coaching and training on WAC mission. 5. Complete Manager-On-Duty shifts as scheduled by the General Manager. 6. Attend all Leadership Meetings and communicate necessary information to front-line Team Members. 7. Attend monthly corporate Service Manager meetings. 8. Help coordinate in-club Service meetings - assist with facilitation and meeting agenda preparation. 9. Communicate effectively through a variety of mediums. Send WAC Connections communication. Be available for communication during all hours. When necessary, designate an assistant or MOD. Follow up on all Service "Contact Us," suggestion box and social media communication. Create Service-specific annual calendar and integrate it with the corporate annual planning guide. II. Team 1. Recruit, interview, train, coach and develop Service Teams Leads. 2. Look for potential Service applicants from other departments or WAC locations. 3. Ensure Wow Training process is completed for all Service new-hires. 4. Complete 90-day and ongoing Service Team Member evaluations. 5. Responsible for all disciplinary actions within Service departments, including possible dismissal. 6. Make recommendations for Service Team Member compensation increases. 7. Implement all Team Member policies and procedures. 8. Pursue ongoing personal and professional development and share what you learn with others. 9. Delegate administrative tasks to Team Members when necessary. 10. Work a variety of hours to build solid relationships with Team Members and catch people doing things right. III. Safety 1. Know and teach the Safety Plan and Emergency Action Plan. 2. Follow all insurance, liability, incident report and month end procedures. 3. Report broken equipment and building concerns immediately to General Manager and Maintenance department. IV. Financial 1. Complete daily deposit audits. Monitor transaction accuracy and track monthly revenue for each category. 2. Make sure deposits are made and check outs are sent to the Business Office daily. 3. Audit and approve payroll twice monthly. Regulate number of hours worked with respect to the Affordable Care Act. 4. Oversee all income/expense of daily services. 5. Responsible for in-club purchasing and for inventory of office supplies, pro shop, towels, food and beverages. 6. Monitor staffing levels for peak hours, while improving club profitability and exceeding member expectations. V. Income Generation 1. Effectively communicate promotions, programs, and events, which leads to member participation. 2. Train on and communicate up-selling at the point of sale and correct transaction procedures. 3. Participate in community organizations to actively promote club. VI. Programming 1. Attend and evaluate current programs and classes. 2. Participate in the planning of special events, and encourage departments to promote member participation. 3. Make sure departments are promoting and following all current programs, policies, and procedures. 4. Be aware of club-specific website and social media content to ensure accuracy. 5. Promote club events and workshops to members and team members. VII. New Member Integration & Retention 1. Welcome and connect with new members and guests. 2. Encourage and integrate new members into the club via programs and activities. 3. Assist in scheduling new members into the retention program. 4. Be personally committed fitness by actively going through the retention program sessions.

Created: 2026-03-04