CAREER
Court Manager
Department: Operations
Location: Bukit Kiara, Kuala Lumpur
full-time/part-time: Full-Time
JOB OVERVIEW
We see a Studio Manager as a leader of one of TRIBE amazing studios participating and contributing to the brand’s growth by expertly and efficiently managing TRIBE studio operation, building good relationships with the members and community, and leading the operation team to provide all TRIBE members and guests with a best-in-class experience.
We are looking for someone who has a passion for TRIBE culture and brand and is interpersonally savvy with a strong business acumen and have the ability to creatively solve problem. Our ideal Studio Manager must be able to execute internal and external lead generation strategies to increase membership database and sales as well as promote the culture of welcoming and motivating our members. A passionate hands-on approach to managing the operation with a “get-it-done” attitude is expected.
JOB ROLES & RESPONSIBILITIES
- Day-To-Day Studio Management
- Manage the maintenance and operational matters in TRIBE studio with priority and good sense of judgement.
- Manage and oversee the digital operation and ensure smooth operation of livestream classes. Maintain a safe and clean studio.
- Assist with any private / special events and campaigns happening at the studio and outside the studio.
- Communicate any studio maintenance or construction needs that are or could interfere with members experience to the Management, and help oversee proper and prompt fixing.
- Assist the Operation and Finance team with inventory management and replenishment of inventory when it drops to a specified level.
- Manage the studio supplies ordering. Attend to members’ requests on the organisation of private class and personal training and coordinate with the instructors / trainers on the necessary arrangement.
- Build and foster relationships in the studio with TRIBE instructors and the community.
- Customer Service Management
- 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.
- 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.
- Demonstrate a solution oriented mindset and ability to execute within TRIBE standards in any situation.
- Employee Management
- Oversee the onboarding, training and development and proactively provide constructive feedback to the Front-of-House.
- 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.
- Supervise and assist the Front-of-House in engaging with members on the sales of offerings and products, resolving difficult or complicated transactions.
- Assist with the Front-of-House work schedule with the goal of maximising usage and efficiency.
- Proactively address the studio’s hiring needs by identifying the operation team’s strengths and areas of opportunity.
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Back-end & Administration Duties
- Actively identify initiatives and processes that will drive continuous improvement in TRIBE’s service to members and guests.
- Actively monitor the attendance trends to develop classes and analyse the results of overall attendance.
- Generate the operational reports and analysis for management and planning purpose, include but not limited to class attendance trend, class feedback, customers’ experience and satisfaction and sales progression.
- Be an active member of the operation team providing various stakeholders’ feedback and contributing ideas for product growth, members acquisition, members retention and continuous improvement.
- Work closely with all departments to roll out plans and initiatives related to class innovation to grow the brand and strengthen the bond of community.
- Assist and provide support to Head of Operations / Management with the daily operation of studio.
- Assist in any ad-hoc assignments as and when required.
JOB REQUIREMENTS
- Either a minimum of a Bachelor’s Degree in Business Management (or a related field) or demonstrable experience in operation together with the potential and attitude required to learn.
- Can truly multi-task and stay organised in a fast-paced environment.
- Have the flexibility to work in the days, nights and weekends, as needed.
- Ability to think creatively and innovatively.
- A keen of eyes for details.
- Analytical skills to forecast and identify trends and challenges.
- Budget-management skills and financial proficiency.
- Willing to get hands dirty by dabbling in areas needed for a smooth operation and quality customer service.
- Excellent communication skills and a love for the community.
- Resourceful, organised, meticulous and has the ability to quickly adapt to change.
- Able to work independently, but also able to organise and coordinate all operational efforts (team player as well).
EMPLOYMENT BENEFITS
Work with one of Malaysia’s fastest growing boutique fitness brands.
Opportunities for growth and personal development as we expand our business.
Network with top fitness brands / influencers.
Complimentary group fitness classes.
Discounts on in-house merchandise, fitness packages and affiliate partners’ products.
Bonus scheme.
