Principle Duties and Responsibilities

Guest Experience

• Ensure a best-in-class experience for all guest interactions in the studio, from the first visit through to post-class 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 in-line with the Lagree West brand and policies.

• Develop and manage GEMs sales and hospitality skills.

• Work cross-functionally and in collaboration with other studio managers on developing new training materials for studio teams.

Business Operations

• Manage the day-to-day operations of the studio and implement company-wide 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 cross-studio processes and provide coverage for other studios when needed.

• Work cross-functionally to understand and execute community, marketing, and product plans.

• Create and implement strategies to build brand awareness and brand loyalty for the studio.

• Manage in-studio 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 in-person 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 in-studio.

• 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 on-site 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 skills; hospitality, relationship building, and community are key focuses

• Highly organized with strong time management skills

• Creative problem solver

• Ability to work independently and on a team

• Experience with Mariana Tek and Notion software is a plus!

Job Information

Reports to: Area Manager

Employment Type: Full-time, 40 hours per week in studio

Schedule: Must be available to work flexible hours, including some evenings and one-weekend shift per month

Perks

• Unlimited standby classes at our Lagree West and Jaybird Studios

• Merchandise and class discounts

• Medical and dental benefits (following 3-month probationary period)

• Competitive salary with bonus incentive

Note: This job description is not exhaustive and may be subject to change or modification at any time.