Club Manager
Published on: 27th February 2018
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Job Description

Maggie & Rose is a family lifestyle brand that originates from the first family members’ club established by Maggie Bolger and Rose Astor in London in September 2006. From the first Kensington club offering a beautiful, creative space for children and parents, it has now become a lucrative British global brand, boasting four sites across Kensington, Chiswick, an oversees sister club in Hong Kong, and expansion plans for more sites worldwide.

Club Manager

Our Club Managers are the beating heart of our clubs; they are experts in member experience, commercial superstars who build relationships with their Head Office stakeholders to make their club the home from home our members enjoy and most of all are encyclopaedias of all things Maggie & Rose. They are the glue that keep our clubs delivering an amazing experience to all our members, new and old.

As well as upholding our core values; Think Visually, Inspire Creativity, Support & Nurture & Be Extraordinary, our Club Managers are expert plate spinners and can also deliver against the following key responsibilities;

Front of House Responsibilities

  • Ultimate responsibility for the staffing and day-to-day running of the Club to ensure operational excellence
  • Delivery of exceptional Member experience through leadership, a genuine desire to give great service and by encouraging your team to mirror your high standards
  • The ‘face of’ the Club for members and staff, upholding the Maggie & Rose ethos and values
  • Expert in the execution of all Club marketing campaigns in line with agreed operational standards
  • Delivery of exceptional Club tours and events with a positive impact on conversion rates year on year
  • Club guru on the marketing, selling and execution of children’s parties & events
  • Full responsibly for Member satisfaction; responding to any member complaints in a timely manner and escalating where appropriate
  • Responsible for the maintenance and repairs of the Club
  • Lead in actioning safeguarding concerns and escalating appropriately

Back of House Responsibilities

  • Responsibility for the membership levels within the Club maintaining a pipeline as well as positive conversion and retention
  • Total accountability for the Club P&L; analysis and a positive approach to identifying solutions and opportunities
  • Drive activities that increase margin and profitability and reduce costs across all Club revenue streams
  • Line management responsibility for the Club team; recruitment, development and performance with a focus on developing consistent Member experience
  • Full responsibility for the delivery of all Club KPIs
  • Maintain the integrity of the Salesforce system (CRM) to allow for accurate analysis and planning in the Clubs and at HQ level
  • Through regular communication with the Head of F&B, support the F&B lead in your location to deliver their F&B targets and KPIs
  • Complete accurately the weekly and daily financial conciliation and develop the Club Management team to complete with 100% accuracy
  • Monthly billing activity and poor account activity maintenance
  • Maintain appropriate stock control measures to maximise profit, minimise wastage and control costs
  • Compliance with all regulatory requirements
  • Create and adhere to a team communication structure to share and upskill the team about changes at Club and total business level
  • Support the employee lifecycle and experience at all key milestones in the HR calendar and during the career with Maggie & Rose
  • Work in collaboration with Senior Management to optimise operations by developing efficient systems, team structure and processes
  • Build strong and collaborative relationships with F&B and Nursery teams to support the
  • delivery of their KPIs, margin and cost reduction
  • Alongside the M&R Marketing team utilise Club knowledge to drive location specific marketing activity

What types of experiences will you have had before and what are your strengths?

  • Proven experience in a premium/luxury environment where member experience is at the forefront of operations
  • Multi-disciplined team leadership experience (front of house, nursery practitioners, chefs etc)
  • Positive approach to leadership and team development
  • Minimum 5-7 years’ work experience in general management role
  • Ability to communicate effectively on all levels
  • Tech-savvy; advanced Microsoft Office and an inquisitive mind for; CRM & POS systems
  • Excellent verbal and written communication skills
  • Wider external business interest, inquisitive nature, mental agility and able to think commercially
  • An analytical approach to work, problem solving skills and initiative
  • Strong attention to details and an investigative nature
  • Excellent time management skills and prioritisation
  • Ability to work as part of a team, build strong working relationships and manage multiple stakeholders

How you can expect to be measured

  • Solid personal appraisal results
  • KPIs met and exceeded & positive results in internal audits and mystery visit results
  • All mandatory expectations met with no concerned raised by regulatory bodies & all mandatory training completed by team
  • Through your team; labour turnover, absence levels plus any other KPIs deemed appropriate
  • Perform under budget for annual Club costs
Job Details
  • salary:
  • type:
    Full Time
  • location:
    Chiswick Club
  • department: