About The Role
The Client Operations Lead is an introductory leadership position that involves hands-on support in driving studio sales and operations, ensuring efficiency and quality across all areas of the business. The Clients Operations Lead plays a crucial role in ensuring every client has an exceptional in-studio experience, working closely with the studio team to maintain high standards of hospitality and communication. Acting as a positive brand ambassador, this role is key in fostering memorable client experiences that reinforce our commitment to our fitness community.
What You\'ll Do
* Serve as studio leader in absence of GM/AGM/COS
* Assess customer needs, maintain quality standards for services, and evaluate customer satisfaction
o Support the client experience with hospitality and studio amenities to build personalized experiences with the goal of positively impacting both sales and service
* Be an effective brand ambassador, ensuring clients are warmly welcomed, assisted accordingly, and have a memorable experience commensurate with the Barry’s brand
* Serve as mentor, influencer and motivator of peers supporting all Barry’s initiatives, practices and policies
* Develop constructive and cooperative working relationships with clients/staff, and maintain them over time
o Assist clients, building individual connections, and providing direction with any questions or concerns
* Communicating with studio leadership, peers: provide information to supervisors and co-workers by telephone, in written form, e-mail, text, or in person in a timely and efficient manner
* Deliver first class client experience or hospitality at all times
o Greet, assist and check in customers
o Respond to customer questions at the studio, per phone and email
o Handle studio membership database, register new clients, receive membership payments and maintain client base
* Support marketing initiatives including client data capture and accuracy, communication on events and campaigns
* Motivate team and build positive morale in order to drive results through accountability and celebrating successes
* Provide timely, same day coaching and feedback to team members and communicate recaps to their line manager appropriately
* Deliver operational excellence in all studio processes
* Ensure a clean and welcoming atmosphere at all times
* Guide clients with regards to the latest studio promotions, membership discounts and/or special events
* Deliver quality shakes and customer service in the Fuel Bar
o Handle pre-orders and orders on the spot
o Customize to each customer’s needs
* Maintain product knowledge for all studio retail operations
* Participate in all relevant training and development programs and meetings as directed by Operations leaders
* Have flexibility with schedule, with the ability to work weekends, holidays, morning or night shifts, and adhere to work schedule and minimum availability requirements
Facility Maintenance
* Support in preparing studio spaces before, after, and between classes by cleaning exercise equipment, sweeping, mopping and/or vacuuming floors, and wiping mirrors
* Support in cleaning and maintaining locker rooms to brand standard as directed
* Support in regular deep cleaning, organization, and service of common areas, including the lobby space, FuelBar, Red Room/Lift/Ride spaces, retail shelves, locker rooms, hallways, and storage areas
* Support in laundry services, including collecting, washing, and folding towels
* Support daily and weekly cleaning and maintenance checklists
Company Culture Responsibilities
* Work to uphold Barry’s community and culture standards, and live the company mission, vision, and values daily
* Represent the Barry’s brand within the studio and throughout the PA fitness community
* Assist in participating in and enhancing the community with your studio and regional teams
Customer Service
* Ensure all existing and new clients are provided with the highest level of hospitality
* Maintain client database and utilize information to increase client contact
* Support and attend social functions within the community to generate new business, invite current and prospective clients to in-studio events, and reach out through curated clienteling tools
Qualifications
* Strong hospitality customer service skills and alignment with Barry’s Mission, Vision and Values.
* Availability to work 4 to 5 shifts, one being a weekend day
* Friendly, outgoing personality and enjoy social interaction
* Exhibits enthusiasm for the studio and for the job
* Must be a patient, courteous listener, able to show empathy
* Responding to clients request with a can-do attitude
* Cooperative manner with a focus on team culture
* Ability to prioritize and work within a fast-paced environment
* Have an eye for detail and care for the studio’s appearance and cleanliness
* Work as a cohesive team with all Barry’s staff members to ensure efficiency and effectiveness
* Maintain a professional appearance and behavior
* Demonstrate excellent communication skills
* Candidates must be at least 18 years or older to apply
The Pay Range For This Role Is
20 - 21 USD per hour (San Jose)
Studio Hourly Managers
San Jose, CA
Santana Row
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