Member Services Manager - Hanoi

• Hạn nộp: 12/12/2013
• Mức lương: Thỏa thuận

Thông tin cơ bản

Mô tả công việc

Mô tả công việc:
- FUNCTIONAL OBJECTIVE:
+ Drive a customer centric club culture by building effective customer relations, on-boarding staff, performing appraisals and audits, delivering consistent service and achieving retails targets.
+ As the MSM your role will involve managing the daily operations of your club and delivering 5 star member experiences. You will have to supervise and motivate your team to make sure the members and guests are consistently handled in a friendly, caring and professional way.
- REPORTS TO: District, Member Services Manager
- KEY RESPONSIBILITIES:
25% Customer Service
- Manage, train and direct the member and guest check in programs
- Increase member satisfaction through effective implementation and management of New Member Orientation
- Drive customer service training and procedures, audit on a consistent basis
- Spend at least 2 hours at Reception Desk during peak hours – interact with members and guests
- Achieve Club efficiencies by proposing Policy and Procedural improvement
- Ensure procedures and systems are practiced within the scope/requirement of the Company
20% POS
- Audit daily cash management practices to ensure compliance
- Reconcile daily cash transactions
- Ensure promotions are accurate and merchandised to company’s standards
- Manage inventory and inventory control procedures
- Propose promotions and merchandising options based on local/member trends
- Achieve retail targets
15% Facilities Management
- Maintain 5 star standard facilities
- Direct and train in-house and vendor supplied cleaners
- Achieve facility standards through auditing, feedback and reporting
- Ensure safety of staff and members are in order at all times – train and prepare for incidents, injuries
30% Team Development
- Recruit, hire, train, counsel and supervise staff of up to 100 people
- Organize meetings with own team and other departments for updates on a consistent basis
- Achieve minimal staffing targets while maximizing productivity
- Manage a succession planning program at all times
- Ensure and maintain Daily Staff Line-up Program
10% Values
- We make Life Better by doing what we Love
- We are Mavens of Making Life Better through Fitness
- We Play & Have Fun doing our jobs – Fitness is Fun
- We Celebrate Growth and Recognize Achievement
- We Train, Train, Train, Train, Train – Constant and Never Ending Improvement is our DNA
- We are Responsible; always acting with Integrity & Accountability
- We maximize our Value by always doing & delivering more with less 

Yêu cầu công việc:
* EDUCATION/EXPERIENCE:
- 3 plus years of Business Management experience in a service oriented industry
- Bachelors degree
- English speaking is essential
* SKILLS
- A genuine interest in working with and helping customers
- Excellent communication skills
- The ability to supervise and motivate staff in a team
- Good presentation and a polite, tactful and friendly character
- A good understanding of numbers and planning
- The ability to be flexible, decisive and quick-thinking
- The ability to handle complaints and difficult situations in a patient, calm and effective way
- An understanding of computer systems and cash registers
- Proficient in MS Office products

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