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Job Description
Emaar Hospitality Group, a premier global provider of enriching, personal and memorable lifestyle experiences. As an innovative, agile and influential leader in hospitality, Emaar Hospitality Group is a wholly-owned subsidiary of Emaar Properties PJSC, the developer of elegantly designed and exceptionally built property, malls and hospitality projects across the world.
The Senior role in Health Club operations aims to ensure exceptional guest experiences in a highly empowered environment. Represent our brand throughout the guest journey, to deliver a flawless service experience and at every guest interaction the incumbent must also ensure that each guest becomes a happy fan of our health clubs, by delighting them from welcome until farewell. End-to-end commercial management is the crux of this role, where full ownership & accountability for the club’s P&L, performance, stakeholder engagement & welfare are expected. There will be an active focus on influencing the guest experience in all scenarios indirectly and directly and as this role is for a commercial fitness industry business, it is imperative that the person will live and embody a healthy lifestyle that positively reflects the ethos of the brand and their club. They must also encourage our staff & guests to fully utilize the benefits of the facility in order to promote a holistic wellness experience that compliments their work/life balance.In order to fulfill a constantly adapting, competitive and industry-leading health & fitness club, the person incharge will liase closely between staff, guests and the senior management team in order to ensure that they communicate all relevant requests and information to each party where appropriate. All complaints or queries raised must be addressed promptly, as reputation and a smooth guest experience is key for our business. In line with goals and strategies defined by the function head, the Club General Manager must be driven to achieve personal monthly targets, work as a team player and also must maintain a high level of customer satisfaction with all guests who joined or will potentially join the club.
WHAT YOU WILL NEED TO SUCCEED
- Previous experience in health club operations management
- Strong computer and organizational skills, with detailed oriented mindset
- A proven track record of target achievement in prior roles is a must
- Degree education in sports management, business management or a relevant subject is preferred
- Ensure that financial information about the clubs performance is always up to date and at the forefront of all decision-making
- Be an emotionally intelligent people person and ensure that staff & guest welfare and wellbeing is considered at all times.
- Be driven to achieve targets and have the capacity to go above and beyond the call of duty to make our customers happy, this is an essential trait for the role
- Be ever cognizant of brand standards, cleanliness, tidiness and the guest experience to ensure that our business maintains its competitive advantage and long-term guest usage.
PERFORMANCE DRIVEN CULTURE WHAT WILL YOU BE MEASURED AGAINST
- Club total revenue targets
- Club operating profit targets
- Club net membership growth targets
- Personal education & training targets
- Club Guest experience score targets
- Club Net Promoter score targets
COMPETENCIES
- Put the Customer First
- Drive for Results
- Learning
- Resilience
- Adaptability
WHAT WE BELIEVE IN
At EMAAR, our DNA lays the foundation for everything we do. It forms the base of how we serve our customers, how we speak with one another, and the way we move forward in every decision we make. In short, it is the essence of who we are and how we communicate.
Customer Focus
Customers are our number one priority. We take pride in delivering on our promises and above all we value the trust they place in us to deliver flawless products, services and experiences.
Ownership Mindset
No detail is too small, no challenge is too big and no ambition is too great. We drive efficiency and effectiveness into every corner of our business, so we are fit for the future and to compete.
Fast Paced
Speed is everything in business. We evolve and adapt quickly and have the willpower, skills, knowledge and passion needed to deliver extraordinary speed for our customers.
Talent and Tenacity
Our people are heroes, superhumans and warriors. We are a team of great pooled talent that dream big and act quickly, with high energy and positivity.
Adaptability
We keep up with the times, disrupting and challenging the status quo. We challenge conventional wisdom and ourselves, we expect the unexpected, and we develop products and services that reflect the future.
