About this role
To take 100% responsibility for managing a successful fitness centre, leading the fitness team effectively to deliver and exceed the guests’ expectations and maximise profitability in accordance with the hotel’s Fitness vision, core values and all related brand standards, procedures and policies. Supervise daily operations and the fitness team to ensure day-to-day standards and procedures are adhered to and delivered at the highest level. Handle all guest interactions with the highest level of hospitality and professionalism. Offer guest and members facility orientations and tours. Resolve customers’ disputes and/or complaints immediately and report appropriately in accordance with Kempinski SOPs. Set an example, at all times, of professionalism, attitude and grooming for the rest of the fitness team. Demonstrate knowledge of fitness modalities. Be knowledgeable about all services and operations of the fitness centre. Provide high-level, up-to-date and individually tailored fitness services to the guests and members. Operate and ensure the entire team operates in accordance with Kempinski Standard Operating Procedures, Policies & Forms Manuals. Communicate effectively and professionally with the fitness team, guests and other hotel departments at all times. Ensure that client confidentiality is always maintained. Be flexible with regard to hours worked and be prepared to adjust these to meet the demands of the business. Perform other tasks or projects as assigned by the hotel and spa management. Always show courtesy to guests and members of staff. Implement and uphold the company’s Health & Safety policy. Plan and coordinate with other hotel departments, relevant to fitness operations. Drive efficient employee scheduling and coordination, including holiday planning. Create monthly goal-setting, plan and follow-up, including reporting results to the team. Ensure all new fitness employees have a Kempinski and fitness orientation. Create regular training plans for the fitness team and assist in training fitness staff. Drive revenue for the fitness centre whilst controlling the costs, thus maximising profitability. Manage the financial budget, control costs, and liaise with the hotel financial controller and general manager. Critically review monthly costs to ensure they are appropriate for fitness, raise any inconsistencies with relevant persons, and discuss corrective actions. Thorough understanding of inventory, ordering and par levels and stock usage.