Summary
Overview
Work History
Skills
Timeline
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Nathan Hayward

Portsmouth,NH

Summary

Dynamic leader with a proven track record at Planet Fitness, enhancing membership growth and fostering team motivation. Expert in facility management and customer service leadership, demonstrated through strategic staff training and relationship building. Achieved significant improvements in operational efficiency and member satisfaction, showcasing exceptional time management and attention to detail.

Overview

6
6
years of professional experience

Work History

Club Manager

Planet Fitness
10.2021 - Current
  • Enhanced club membership by implementing exceptional customer service.
  • Evaluated employee performance regularly, providing constructive feedback and coaching for continuous improvement opportunities.
  • Coordinated and executed hiring practices and onboarding new team members.
  • Created staff schedules for a team of between 10 and 20 people; ensuring all shifts are covered. Provided back up support as needed.
  • Administered and processed employee timecards in ADP.
  • Managed the company card for expenditures, maintaining receipts.
  • Conducted bank deposits.
  • Oversaw the ordering of club supplies and retail product.
  • Tracked Key Performance Indicators. Executed a game plan for improvement.
  • Ensured team is aware of marketing efforts and trained on all marketing promotions.
  • Set assigned tasks and led team members in a safe and efficient manner.
  • Modeled the behaviors to provide an outstanding member experience; coached and inspired others to do the same.
  • Resolved employee concerns; partnering with HR as needed.
  • Submitted all employee changes (status, schedule, pay etc.) in a timely manner.
  • Fostered a supportive work environment that encouraged teamwork, open communication, and shared responsibility among staff members.
  • Resolved concerns and conflicts between members or staff in a timely manner using diplomacy skills.

Assistant Club Manager

Planet Fitness
02.2020 - 10.2021
  • Optimized use of club resources by tracking usage patterns and making informed recommendations for improvement opportunities.
  • Oversaw financial transactions by handling payments, processing refunds, and maintaining accurate records.
  • Built strong relationships with members through active listening, empathy, and personalized attention.
  • Continuously updated industry knowledge through professional development courses on PFU.
  • Resolved escalated member concerns and partnered with Club Manager as needed.
  • Promptly addressed maintenance and facility concerns such as broken and/or missing equipment.
  • Managed inventory system for cleaning supplies.
  • Ordered club supplies and retail product.
  • Tracked KPI to identify areas of strengths and opportunities, formed game plan with Club Manager.
  • Supported the Club Manager with hiring and onboarding new team members.
  • Assessed and assisted in emergency situations.

Member Service Representative

Planet Fitness
06.2019 - 02.2020
  • Helped hundreds of customers every day with positive attitude and focus on customer satisfaction.
  • Performed membership related functions such as sign-ups, contact/billing information updates, cancellations, collecting unpaid balances and transferring memberships.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
  • Maintained high-quality service by adhering to company policies and standards in all member interactions.
  • Performed regular, consistent cleaning and sanitizing of all exercise equipment and Black Card spa amenities.

Skills

  • Staff training
  • Membership growth
  • Team motivation
  • Facility management
  • Customer service leadership
  • Budget management
  • Attention to detail
  • Time management
  • Relationship building

Timeline

Club Manager

Planet Fitness
10.2021 - Current

Assistant Club Manager

Planet Fitness
02.2020 - 10.2021

Member Service Representative

Planet Fitness
06.2019 - 02.2020

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Nathan Hayward