Community Building & Club Manager

JOB ROLES & RESPONSIBILITIES

• Back-End & On-Ground Operations
  1. Create an elevated experience environment where PSC members feel comfortable spending time at the club.
  2. Manage the overall maintenance and operational matters in the club with priority and good sense of judgement.
  3. Communicate any studio maintenance or construction needs that could interfere with members experience to the Management, and help oversee proper and prompt fixing.
  4. Actively identify initiatives and processes that will drive continuous improvement in PSC’s service to members and guests.
  5. Assist with any private / special events and campaigns happening at the club.
  6. Actively monitor the court bookings and attendance trends annd analyse the results of overall booking capacity.
  7. Generate the operational reports and analysis for management and planning purpose, include but not limited to court bookings trend, customers’ experience and satisfaction and sales progression.
  8. Be an active member of the operation team providing various stakeholders’ feedback and contributing ideas for growth, continuous improvement, members acquisition and retention.
  9. Work closely with all departments to roll out plans and initiatives to grow the brand and strengthen the bond of community.
• Customer Service Management
  1. Provide high-level customer service and exceptional hospitality to members, greeting and assisting members with bookings, packages or other matters, and responding to customers’ inquiries and feedback.
  2. Resolve issues and members’ complaints pertaining to class and user experience in a positive and timely manner. And most importantly able to confidently manage conflict in high pressure situations.
  3. Demonstrate a solution oriented mindset and ability to execute within PSC standards in any situation.
• Employee Management
  1. Oversee the onboarding, training and development and proactively provide constructive feedback to the Front-of-House.
  2. Train, motivate, direct, coach and evaluate the Front-of-House, create and maintain a team that is highly personable, client-oriented and committed to achieving and exceeding both the studio and Company goals.
  3. Supervise and assist the Front-of-House in engaging with members on the sales of offerings and products, resolving difficult or complicated transactions.
  4. Assist with the Front-of-House work schedule with the goal of maximising usage and efficiency.
  5. Proactively address the studio’s hiring needs by identifying the operation team’s strengths and areas of opportunity.
• Community Building
  1. Build and foster positive and respectful relationships in the studio with PSC coaches and the community, to inspire event participation and increase community engagement.
  2. Work with the team to conceptualise, plan and manage of all internal and external studio events with marketing department for the sole purpose of revenue generation, customer acquisition, community engagement and etc
  3. Assist in the creation, development and execution of social programmes, campaigns and initiatives for community outreach and engagement, including raising awareness about PSC and strengthening the community that align with PSC mission and vision, to represent a company favorably, and make positive contributions to the community.