The Assistant General Manager (AGM) is the studio leader accountable for the crucial intersection of client experience, and community building. In supporting the General Manager (GM) the AGM is second in command. They have a tremendous impact on: driving client acquisition, conversion, retention and achieving the KPI’s, providing the best in class customer service experience for our clients, supporting talent acquisition & development activities, and operations, while demonstrating Barry's core values. The AGM is responsible for ensuring alignment with and consistent execution of Barry’s hospitality standards. It is an expectation of the AGM to effectively and strategically execute national campaigns and initiatives while driving community engagement and budget, and facilitate in-studio campaigns and events. This role requires the ability to lead alongside a team. Manage teams while maintaining and thriving in a fast-paced, people-filled setting.
Key Responsibilities
Studio Operations
- Works collaboratively with Barry’s Operations leadership team to foster and preserve the corporate mission, vision, and values
- Maintain a 40 hour per week working presence in studio, showcasing best of brand skills while there
- Lead the studio team in knowledge and motivation to drive class, fuel bar and retail sales that exceed all studio goals and targets
- Serve as the leader on duty, overseeing seamless class check-ins, opening and closing the studio in accordance with all policies and procedures, and overseeing studio staff on duty
- Partner with the GM to analyze key business performance indicators (paid attendance, first timers, utilization, conversion, and labor) and bring any insights or suggestions to regional leadership on a weekly and monthly basis
- Participate in monthly studio business unit meetings, reviewing P&L and opportunities to drive incremental business performance
- Support the GM to conduct regular brand audits of all studio spaces and manage projects to ensure facilities are clean and updated, working with local and corporate leadership on quick execution of facilities initiatives and repairs
- Provide operational support to the GM as required by business need, assisting with studio accounting, timecards, inventory, ordering, and scheduling needs
Team Management
- Foster the creation of a supportive and inclusive environment to ensure a positive, and engaging experience for all team members and clients
- Assist the GM in hiring, coaching, onboarding and developing a service-minded and high performing team; while creating a talent bench
- Supervise studio team members on shift, aiding with, as well as coaching and mentoring to deliver on the client experience
- Drive teamwork, collaboration, and cohesion among all studio staff to consistently, efficiently, and effectively meet day-today operational needs
- Support a performance culture of ownership, continuous improvement and goal achievement
- Work alongside team members in all departments to provide hands-on coaching, training, and development
- Operate autonomously in the spirit of the Barry’s code of conduct in the absence of the GM adhering to all P&C policies, procedures and guidelines
Hospitality Management
- Partner with GM to oversee the implementation and execution of all hospitality processes, ensuring all team members have been consistently trained and their skills are continuously developed
- Train and provide ongoing development to team members in service of ensuring a consistent client experience and upholding our mission, vision, values, and hospitality standards
- Oversee milestone, loyalty, and surprise and delight program implementation and execution in studio, celebrating special events with regularity, in accordance with guidelines to drive community and retention
Manage studio systems
- Zendesk
- Brandbot
- Ensure all client matters are properly and swiftly resolved or escalated, and ensure consistent and adequate follow through to all client inquiries