ROLES OF THE GENERAL MANAGER IN A MULTI-DIMENSIONAL FACILITY

My name is Bob Quigley and I appreciate you taking the time to read my eighth blog here at Covermaster’s Tips From the Pros. My topics center around the operation of multi-dimensional facilities. In this, my eighth installment, I would like to discuss a topic that unfortunately will become more common in our industry and that is the turnover of the leadership position, often called the General Manager.

So, what exactly does a General Manager manage in a multi-dimensional facility? The answer is simply everything that is required to fulfill the facilities mandate as stated by the governing body responsible for the facility. There can be upwards of thirty or more revenue centers to maximize and just as many expense categories to minimize. The General Manager is responsible for budgeting revenue and expenses, as well as the budget projections and bottom line.

Add to that, 250 full and part time staff, over 1,000 members, especially in a university setting, more in fitness facilities which usually includes a complete exercise/weight room, exercise studios, at least two or more swimming pools, an NHL or even Olympic-sized ice surface, walking/running track, racquet courts, conference center or community rooms, fitness rooms for spinning, palates etc.

Now that we have established the basic responsibilities of the General Manager, let’s take a look at what makes this individual succeed or faulter:

• Having worked in a facility for over 29 years(18 of those as General Manager), I was most successful when the staff knew they could trust my word. Promises are meant to be kept and breaking them, like any relationship, is a total loss of trust.
• Don’t be afraid to get in the trenches and get your hands dirty like your staff does. I have helped snake sewer drains and cleanup alongside my maintenance staff on a Saturday night. They saw a boss that cares.
• You see an employee crying at his or her desk, show empathy and get help from one of the councillors you have on a list in your drawer.
• Workout in the health club. Get to know the patrons.
• Get yourself safety trained and set an example.
• Do not take advantage and steal from the employer such as bumping customers off of the ice so the general manager’s son can use it. Yes, that is theft.
• Reward your staff after a particularly difficult day. Pizza all around in the lunch room. Eat with them. Better yet, show up in the lunch room and eat your lunch with them once per week.

Posted July 18, 2023