General Manager

Location: Canoga Park, CA (Total Woman Gym + Spa - 22476600 Topanga Canyon Blvd., #183-H)

Job Description



Are you our next General Manager?

Do you have a passion and desire to help others live an active lifestyle? Do you genuinely care about connecting with others and being part of a team? If so, Town Sports International is looking for General Managers to join our growing team. The General Manager owns the four walls including membership and fitness sales, operations and customer service.  This position oversees a team of fitness and sales professionals in the club.

Who are we?

Town Sports International is the largest gym chain in the Northeast region with more than 180 locations spanning numerous markets including locations in California, Florida and Puerto Rico. We operate under our local brands of New York Sports Clubs, Boston Sports Clubs, Washington Sports Clubs, Philadelphia Sports Clubs, Palm Beach Sports Clubs, Around the Clock Fitness, Lucille Roberts, Total Woman Gym + Spa, and LIV Fitness.

What do we do?

We are in the business of fitness results, positive change and personal connections. We achieve this through innovative programming, the latest equipment and a knowledgeable staff. More than this, we work with our members to provide a personalized roadmap to achieve specific fitness goals.

You will thrive in this role if you:

  • Develop a robust membership base by meeting and exceeding revenue targets.
  • Recognize that success is a team effort.
  • Have impeccable time management and organizational skills.
  • Create strong cross functional relationships across club teams to drive both membership and fitness sales.
  • Develop empowered and knowledgeable teams through effective staffing strategies, performance coaching and career development.
  • Handle member, client and employee issues in a positive and constructive way.
  • Embrace stretch assignments and development opportunities for self and others.
  • Model integrity, collaboration and a can-do attitude.


More about this role:

The General Manager is responsible for ensuring efficient and effective operations of a club with a focus on driving net revenue gain through net membership gain, steady increase of average dues, and ancillary growth. The General Manager will manage all profit and loss statements and make decisions that will positively impact the business. The General Manager will report to the Business Director and will regularly receive guidance and direction from the Fitness Director. The General Manager will directly manage the development of all other club managers, a team of sales professionals, and any other team members in the club who do not report to another manager. The General Manager role achieves success through embodying our core competencies (Creating the TSI Environment, Build a High Performing Team, Achieve Measurable Results).





Create the TSI Environment

Our profession empowers members and team members to achieve active lifestyles. Fitness has relevance through all aspects of life. We build positive relationships and sustain the organization’s culture by interacting with the highest level of integrity and communicating in a manner that reflects our brand.

Responsibilities include:

  • Modeling and promoting our guiding principles through the Clubhouse Rules.
  • Performs a Member Experience Walkthrough (MEW) daily.
  • Being available to team members to address questions and concerns (Open Door Policy at all times).
  • Fostering positive relationships to create team cohesion.
  • Hosting daily and weekly meetings with team members to ensure staff is connected to each other and in tune with member feedback.
  • Ensuring club provides high levels of customer service, a consistently clean club, friendly/inviting service in which member feedback is addressed in a timely manner.
  • Reviewing and adhering to all TSI documents including but not limited to policies and procedures, employee handbook, state supplement, codes of conduct, etc. and setting expectations around these documents and policies for all team members and club managers.


Build a High Performing Team  

Inspires, motivates and develops a team to reach their fullest potential, contributing to the ultimate success of the organization. We constantly improve ourselves, our processes and our procedures to provide a meaningful experience in the gym. We are connected to our members, clients and each other.

Responsibilities include:

  • Creating an open environment where employees are empowered to ask questions and continue to progress along their Learning Journey.
  • Sourcing and recruiting qualified candidates daily.
  • Onboarding new team members utilizing proper immersion plans to ensure clear expectations while setting the new employee up for success.
  • Delivering effective coaching, training, feedback, and performance management directly to team members.
  • Overseeing other manager's employee management and partnering to provide guidance on coaching and development.
  • Creating robust development plans for team members who want growth in role and growth into new roles.
  • Issuing daily direction based on club walkthroughs (MEW), member feedback, and team feedback.
  • Regularly interacting with members to obtain, assess, and address feedback on club needs and expectations.
  • Responding to all member and team member requests, concerns, and inquiries in a timely manner.
  • Additional duties as assigned.


Achieve Measurable Results

Successfully and consistently exceeds goals that drive the member, employee and business categories of the organization; actions reflect a dedication to surpassing the expectations of both members and employees.

Responsibilities include:

  • Hitting all key metrics in sales, revenue, retention, and cost management.
  • Tracking Key Performance Indicies (KPI) for all departments and creating action plans to improve KPIs.
  • Reviewing and analyzing profit and loss statements and other daily reporting to ensure club is on track to meet revenue and expense goals.
  • Effectively managing costs of labor, supplies, and equipment.
  • Increasing recurring EFT revenue by driving net member gain and average dues up.
  • Ensuring fitness products and services offered in clubs are aligned and consistent with the company's overall fitness strategy.
  • Administering scheduling and biweekly payroll for direct reports and overseeing such administration by other club managers.


Required Skills and Experience

  • 3-5 years of management in a fitness, hospitality, or retail environment, including direct experience in profit and loss management, revenue generation, staffing/recruiting, employee onboarding, people management, and people development.
  • Physical demands include ability to lift up to 20 pounds with or without reasonable accommodations, walk through all areas of the club, climbing stairs (where applicable), and bending and lifting (e.g. picking up towels, restacking weights, moving equipment as needed). The company reserves the right to change them as business needs require and that jobs may require other tasks as assigned to the employee by the company.     
  • Child & Adult AED/CPR certified.
  • Prior experience analyzing Profit & Loss statements required.
  • Ability to proficiently use our POS, membership, CRM systems, timekeeping any other computer programs required to meet the business needs of the customer and TSI.
  • BA or BS degree (preferred).


Scheduling Requirements

Due to the nature of the business, Town Sports International has specific scheduling guidelines for this position.

  • Team Members are required to work 3 out of the last 4 days of the month, with the last day of the month being mandatory.
  • TSI does not authorize vacation time in the months of January or September.
  • This position does not have a set schedule month-to-month and is subject to changes based on the needs of the business.
  • Able to work a fulltime flexible schedule that meets the needs to the business including mornings, evenings, holidays, weekends, 3 out of the last 4 days of each month.