Regional Manager

Planet Fitness prides itself on creating a unique environment where anyone – and we mean anyone – can be comfortable. A diverse, Judgement Free Zone® where a lasting, active lifestyle can be built. This product is a tool, a means to an end; not a brand name or a mold-maker, but a tool that can be used by anyone. As we evolve and educate ourselves, we will seek to perfect this safe, energetic environment, where everyone feels accepted and respected.

Reporting to the Director of Operations, the Regional Manager will be responsible for operational support and training as required for all clubs with special attention to underperforming clubs. This position plays a critical role in upholding our standard of cleanliness and customer service by working with managers and staff inside the Judgement Free Zone®.

Direct Reports: Club managers

Skills Required

• Customer Service: communicates and interacts with customers (includes coworkers and the public) in a way that exceeds the customer’s wants and needs.
• Listening: actively listens to customers (includes coworkers and the public) empathizes (sees the situation from the customer’s perspective) and works together to solve the problem.
• Problem Solving: recognizes and defines problems; analyzes relevant information; encourages alternative solutions and plans to resolve situations; seeks additional assistance when needed.

Essential Duties and Responsibilities

• Develop club managers in your region to be independent, successful managers of their business. Teach them how to utilize tools in place and hold them accountable to results. Provide your team with ‘+1 service’.
• Facilitate annual performance reviews for your team, assign goals based on business trends and personnel performance.
• Responsible for assisting managers in developing talent and building a pipeline for future growth. Be accountable for your team’s knowledge of critical information and their participation in training and ongoing development.
• Regional manager should spend majority of time in assigned locations. Data observed or information taught each week should be reviewed and presented to Director of Operations. This includes review of observed trends in BCM%, secondary billing %, closing %, and tour %. Through that discussion the regional manager would work with his/her director to develop plan for club improvement.
• Schedule should be written a week in advance. Regional managers should leverage observations from the week prior when looking to build out plan for week ahead.
• Monthly, regional managers should meet individually with each manager to review BCM%, secondary billing%, Closing % and Tour %. In addition to a ‘look back’ meeting should also compare results from month prior and set goals for future success. Regional managers are required to hold their team accountable to business metrics and provide support in areas of opportunity.
• Conduct/review mystery shops and info calls monthly. Follow up with club managers to provide feedback and coach for improvement. Keep record of monthly improvement or lack there of and coach managers as needed.
• Provide regular feedback to regional director based on your interaction with staff in your clubs. Use observation and this feedback to determine what would be helpful for managers to learn more about assist with monthly training for club managers, assistant managers and member services employees.
• Assess business of underperforming clubs. Work in conjunction with regional director to insure standard operating procedures are in place. Develop strategy to improve business and see through implementation with club manager.
• Review all on-line/social complaints and work with management team to assess and adjust business practice as required. Platforms include: online, BBB, PFATL and all social media platforms.
• Performs monthly inspections on facilities and managers to address the issues of club appearance, cleanliness and club operations, using the appropriate checklist.
• Club visits should consistently include observation of the following: service queue, fitness EMS, balance sheets, customer service calls, member surveys, online feedback, info calls. Additionally, regional managers should be focusing on initiatives or opportunities specific to each club. Club visit notes should be sent with bi-monthly inspections.

Qualifications

• 2+ years of management experience, preferred multiple location management
• Excellent interpersonal and communication skills
• Ability to keep employees motivated and engaged
• Ability to travel to multiple locations, up to 75% travel

This company is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics