Studio Manager - Victoria, Canada - Lagree West

Description

About Lagree West
Lagree West is all about efficient, effective _pilates-inspired_ workouts that foster a unique mind-to-muscle connection. Our high-intensity, low-impact classes take place within elevated, supportive, community-oriented environments — across six studios, throughout Vancouver and Victoria. We offer exceptional service, guest support, and encouragement to help you reach your goals.


Job Purpose
The Studio Manager at Lagree West is responsible for all aspects of performance and operations of their studio.

They drive key business results through their team, excellent and easeful operations of their studio, an unparalleled guest experience, all the while creating and implementing smart and strategic initiatives to grow their business.

The Studio Manager is an entrepreneurial, hospitality-focused leader who thrives in fast-paced, start-up environments. They embody and foster all aspects of Lagree West's culture and core values.


Principle Duties and Responsibilities

Guest Experience

• Ensure a bestinclass experience for all guest interactions in the studio, from the first visit through to postclass engagement.
• Ensure that all members of the studio team respond to guest questions and concerns in a timely manner and in line with Lagree West brand and policies.
• Handle guest escalations promptly and proactively.
• Communicate feedback/trends to leadership along with recommendations on how to mitigate issues going forward.
• Ensure the studio is clean, organized, and safe for guests at all times.
• Drive Lagree West's guest referral program.

People + Talent

• Recruit, hire, and grow the studio's Guest Experience Member (GEM) team, providing consistent, specific, and ongoing feedback to constantly improve the team's performance.
• Create GEM schedules for the studio that balance labour costs and service excellence, resolving team member scheduling issues as needed.
• Take on shifts as needed on short notice if scheduling issues or team member cancellations create gaps in front desk support.
• Develop GEMs to handle all guest experience issues positively, proactively, and inline with the Lagree West brand and policies.
• Develop and manage GEMs sales and hospitality skills.
• Work crossfunctionally and in collaboration with other studio managers on developing new training materials for studio teams.

Business Operations

• Manage the daytoday operations of the studio and implement companywide strategies, policies, and procedures, bringing forward new and innovative solutions.
• Take ownership of issues impacting the studio, proactively communicating them to leadership along with supporting information and recommendations on how issues can be resolved.
• Proactively identify areas in the studio that can be improved, liaising with contractors and trades to generate quotes for new projects and carry out maintenance.
• Maintain studio facilities to ensure they are safe, clean, presentable, and operating efficiently.
• Maintain organized storage spaces and ensure required supplies are always in stock at the studio.
• Collaborate with other Lagree West Studio Managers to execute crossstudio processes and provide coverage for other studios when needed.
• Work crossfunctionally to understand and execute community, marketing, and product plans.
• Create and implement strategies to build brand awareness and brand loyalty for the studio.
• Manage instudio inventory and ensure accurate inventory counts at all times in support of Lagree West's Retail program.
• Lead the use of the Mariana Tek system for guest account management at the studio, keeping guest accounts organized and updated.
• Liaise with Head Trainer on changes to class schedules to optimize the guest experience and ensure adequate coverage.

Financial Performance

• Report on key performance indicators, including sales, utilization, retention, expenses, and labour costs, and make recommendations to leadership on how to improve studio performance.
• Ensure the studio stays within budget targets, keeping purchases within spending guidelines.
• Identify potential cost saving opportunities and communicate with leadership on plan execution.
• Create and implement sales strategies to meet and exceed studio goals, using inperson selling, community outreach, partnerships, and other tools.
• Ensure accurate, timely payroll operations for the studio.

Company Culture

• Exemplify the Lagree West brand and the company's core values, ensuring they are followed by team members.
• Implement company branding instudio.
• Represent the brand through regularly taking Lagree West classes, providing feedback in the appropriate channels to drive an excellent guest experience.
• Be on time and onsite as scheduled, proactively communicating with leadership and team members regarding any changes to your availability.

Key Qualifications

• Leadership experience required
• Must have strong customer service