Customer Service / Operations Manager


Sterling, VA


Full Time

Job Overview

  • Responsible for managing staff schedules and day-to-day facilities operations. to maintain a clean & friendly environment.
  • Ensure that team members create a culture of service.
  • Acts as the key point of accountability for club experience.
  • Models team expectations by interacting and observing members / team members, checking the details of member experiences, making recommendations and proactively solving problems.
  • Ensures that a standard operating platform is maintained.


Essential Duties & Responsibilities

Staffing and Development

  • Assist the General Manager in the hiring / dismissal / discipline of club employees.
  • Provide consistent accountability for direct reports through training and coaching.
  • Provide developmental coaching and guidance to all direct reports.

Club Management

  • Be a role model for member service behavior by walking through club and collecting member feedback to identify training and development opportunities for team members.
  • Resolve elevated club member concerns; conduct on-the-spot ‘lessons learned’ to prevent them from reoccurring.
  • Monitor club appearance and ensure problems are resolved expeditiously.
  • Ensure safety of employees, members and club property.

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