Health Club Supervisor
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Job Number 19000F4X
Job Category Golf, Fitness, and Entertainment
Location Le Méridien Piccadilly, 21 Piccadilly, London, Greater London, United Kingdom VIEW ON MAP
Brand Le Méridien
Position Type Non-Management/Hourly
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To ensure the club opens and closes exactly on time every day. Ensure the club is clean, safe, and efficiently and properly operated in all departments throughout the day. Supervise the shift-ending assignments for the evening attendants. Assist with member account changes and cancellation requests. To continually walk the facility, overseeing the functions of every department, and being accessible to members and staff.
Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications. Follow all company policies and procedures; ensure uniform and personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Comply with quality assurance expectations and standards. Visually inspect tools, equipment, or machines; reach, bend, twist, pull, and stoop; move, lift, or carry objects weighing less than or equal to 25 pounds; stand, sit, or walk for an extended period of time. Perform other reasonable job duties as requested by Supervisors.
Safety and Security
§ Report work related accidents, or other injuries immediately upon occurrence to Duty Manager.
§ Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
§ Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
§ Complete appropriate safety training and certifications to perform work tasks.
§ Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies).
§ Follow policies and procedures for the safe operation and storage of tools, equipment, and machines.
§ Maintain awareness of undesirable persons on property premises.
§ Develop and maintain awareness of all aspects of health and safety in the Health Club, including the location of documentation and reports.
§ Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.
§ Follow Hazardous Material Management Program procedures for handling and disposing of chemicals, fertilizer, pesticides, blood borne pathogens, etc., including using Material Safety Data Sheets (MSDS).
Policies and Procedures
§ Follow company and department policies and procedures.
§ Protect the privacy and security of guests and coworkers.
§ Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
§ Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
§ Maintain confidentiality of proprietary materials and information.
§ Perform other reasonable job duties as requested by Supervisors.
§ Address guests' service needs in a professional, positive, and timely manner.
§ Thank guests with genuine appreciation and provide a fond farewell.
§ Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way.
§ Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, Guest Response) to resolve issues, delight, and build trust.
§ Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
§ Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
§ Assist other employees to ensure proper coverage and prompt guest service.
§ Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
§ Up-sell the club with a pro-active approach and attitude.
§ Build and maintain good relationships with members to ensure member satisfaction is high.
§ Complete all reports, direct debit reports, weekly reports, and monthly reports for Accounts.
§ Have a good working knowledge and understanding Concept in order to use the system to generate reports and to train other associates.
§ Understand the process of dealing with rejects – sending letters, pursuing by phone to chase payments.
§ Have a good understanding of the requirements of the finance audit.
§ Ensure all paperwork is completed to audit standards.
§ Run daily reports – making sure all memberships are on the correct category.
§ Have good understanding of membership budgets.
§ Speak to guests and co-workers using clear, appropriate and professional language.
§ Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
§ Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
Working with Others
§ Partner with and assist others to promote an environment of teamwork and achieve common goals.
§ Support all co-workers and treat them with dignity and respect.
§ Develop and maintain positive and productive working relationships with other employees and departments.
Quality Assurance/Quality Improvement
§ Comply with quality assurance expectations and standards.
§ Visually inspect tools, equipment, or machines (e.g., to identify defects).
§ Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance.
§ Stand, sit, or walk for an extended period of time or for an entire work shift.
§ Reach overhead and below the knees, including bending, twisting, pulling, and stooping.
Recreation Communication and Coordination
§ Ensure that club is opened and closed properly, according to club standards/policies; submit completed checklists to your direct supervisor.
§ Serve as the Floor Coordinator/Club Supervisor for entire club during shift
§ Ensure that you and any other associate with cleaning responsibilities completes checklists and that club meets all cleanliness and safety standards
§ Ensure that all club departments are properly staffed and are operating according to club standards
§ Handle all member (or associate) incidents, accidents or problems
§ Take charge in the event of an emergency: loss of electricity; fire and/or fire alarms; earthquake; other natural disasters; major injury / illness of member or staff; club equipment breakdown; etc.
§ Ensure that all point-of-sale registers are well-stocked with change; hand out starting banks at departmental opening times
§ Support Front of House Manager in all selection, recruitment and training of all new associates
§ Cover breaks in any department where required
§ Give club tours to prospective members, complete all new member paperwork on sales made
§ Assist with member account changes and cancellation requests
§ Handle lost and found items and claims; ensure secure storage
§ Practice energy conservation (i.e., ensuring lights are off when not in use)
§ Check pool and spa chemical readings at prescribed intervals; make adjustments as necessary and report to direct to Engineering
§ Complete a full club walkthrough, listing any club concerns for the direct supervisor and taking care of any emergency/immediate concerns
§ Communicate to department managers any problems or issues handled in their absence
§ Provide information to guests about available recreation facilities, activities, lessons, and equipment.
§ Promote a fun and relaxing atmosphere for guests in all recreational activities and areas by expressing an upbeat and enthusiastic attitude.
§ Develop and maintain good working knowledge of the time management system (Forth Hospitality) and be able to input rotas and correct issues with the system.
§ Ensure purchasing standard operating procedures are adhered to and work with FoH Manager to manage and control expenditure to ensure it remains within budget.
§ Ensure high levels of cleanliness and ensure you are proactively carrying out both your cleaning responsibilities, and your supervision of cleaning responsibilities.
Recreation Facilities Safety
§ Maintain constant surveillance of all activity in the recreational facility and act immediately to secure safety of guests in the event of an emergency.
§ Provide assistance to injured guests until the arrival of emergency medical services.
§ Identify situations where guest is not able to safely participate in an activity and inform supervisor/manager.
§ Maintain safety and security of children participating in recreational activities by following company policy and procedure for working with children (e.g., use of waiver forms).
§ Explain and enforce the rules and regulations of the recreation facility for the safety and welfare of guests and members.
Recreation Equipment and Supplies
§ Conduct inventory of supplies, materials, and equipment and inform supervisor/manager of low supply items.
§ Diversity Relations
§ Customer Service Orientation
§ Interpersonal Skills
§ Team Work
§ Telephone Etiquette Skills
§ Form, Report, and Log Completion
§ English Language Proficiency
§ Positive Demeanor
§ Safety Orientation
§ Stress Tolerance
§ Proper Lifting Techniques
§ Manual Dexterity
§ Visual Acuity
§ Work Conditions
§ Planning and Organizing
§ Detail Orientation
§ Time Management
Fitness, Recreation, and Safety
§ Fitness Equipment
§ CPR Certification
§ First Aid Certification
High school diploma/or equivalent
Related Work Experience
At least 1 year related work experience
No supervisory experience is required