Steven Kelty

Overview

Looking after one main club location, as well as supporting remotely other site locations for training, advice & communication to ensure high quality work & team growth.

Key Responsibilities & Tasks

●Achieve monthly and annual sales, revenue, and profit targets for the club.

• Oversee day-to-day club operations, ensuring brand standards, presentation, and member experience are upheld.
• Drive personal training revenue and support trainer engagement and performance.
• Recruit, onboard, and develop high-performing team members across all departments.
• Deliver exceptional customer service and proactively manage member feedback and retention.
• Coordinate local marketing initiatives and build strong B2B/community relationships to drive memberships.
• Ensure WH&S compliance and implement corrective actions as required.
• Maintain facility standards, equipment functionality, and positive club environment.
• Manage payroll and staffing costs within budget.
• Support and execute company-wide programs, while coaching department heads to meet KPIs.

• Optimized sales processes for improved efficiency and effectiveness in meeting organizational targets.
• Continuously evaluated competitor offerings adjusting our strategies accordingly keeping ahead in a highly competitive environment.
• Collaborated with marketing team to develop successful marketing strategies.
• Increased customer retention by providing exceptional account management and support services.
• Improved company culture by implementing diversity and inclusion initiatives.
• Collaborated with HR on talent acquisition strategies, attracting top industry professionals to join the company culture.
• Developed high-performing teams through effective recruitment, training, and performance management strategies.
• Led a high-performing sales team, providing coaching, mentoring, and performance management.
• Increased staff retention through effective hiring, training, and performance management practices.

Overview
Overseeing daily operations and driving success across two Goodlife Health Club locations in Western Australia.

Key Responsibilities:

• Operations Management:
  Lead all facets of daily club operations, ensuring facilities are consistently well-maintained, clean, and compliant with health and safety standards.
• People Leadership:
  Recruit, train, and support high-performing teams at both locations. Provide daily hands-on guidance and mentorship to team members and fitness professionals, fostering a positive and productive work culture.
• Financial Oversight:
  Manage club-level payroll and develop efficient staff rosters aligned with business needs. Monitor and control operational expenses to support profitability.
• Performance & Compliance:
  Ensure clubs operate above-the-line (ATL) in alignment with company profit and loss reports. Maintain compliance with internal policies and external regulations.
• Sales & Budget Accountability:
  Drive the achievement of monthly sales targets and key performance indicators (KPIs). Develop and implement strategies to support long-term growth and financial success.
• Member Experience Excellence:
  Champion a member-first culture by delivering outstanding customer service. Address member inquiries, concerns, and feedback with professionalism and urgency to enhance satisfaction and retention.

Instrumental in the successful launch, growth, and continued success of Goodlife Hillarys, from pre-sales to becoming the top-performing club in the WA/SA region.

Club Launch & Development:

• Led the pre-sales phase for 8 months officially opening in March 2022.
• Remained with the club post-launch, playing a key role in its ongoing development and growth.

Key Responsibilities:

• Team Recruitment & Training:
  Oversaw the full recruitment, induction, and training of all club departments prior to opening, ensuring a high-performing team culture from day one.
• Sales Leadership:
  Managed monthly sales budgets ranging from 200 to 500 new memberships, consistently achieving and exceeding targets.
• Business Development & Community Engagement:
  Established and maintained strategic B2B partnerships to support events, giveaways, and value-added member benefits.
• Operational Readiness:
  Ensured all systems, equipment, and services were fully operational ahead of opening, including WHS compliance, safety systems, and internal documentation.
• Member & Public Communication:
  Acted as the primary point of contact for all pre-sale members, general public inquiries, and internal Goodlife member communications. Ensured timely responses (within 48 hours) to all queries.
• Digital & Social Media Management:
  Managed the club’s social media presence (Facebook & Instagram) during pre-sales to generate awareness, build engagement, and drive leads.

Key Achievements:

• Successful Launch:
  Opened a brand-new club with just under 3,000 new members during the pre-sale phase.
• Strategic Integration:
  Led the transition of members from a nearby club’s closure , including system migration and member communication, minimizing attrition.
• Regional Performance Leader:
  Building & managing the largest membership base exceeding 4,200 members.
• Premium Studio Success:
  Launched and managed the busiest REFORM studio in the WA/SA region
• Talent Development:
  Recruited, trained, and mentored the entire club team, with staff regularly recognized for top performance in sales and customer service across the region.
• Financial Impact:
  Contributed to an EBITDA of $3 million for the WA portfolio through strong sales performance, retention, and operational excellence.

Overview Overseeing daily operations and driving success across corporate club location in Brisbane City.

*The role during my time here is replicated by the role responsibilities & tasks in my current role in the business. Please see Senior Club General Manager for more information.

Role Purpose:

The Membership Manager is responsible for leading and managing a team of Member Support Consultants

to maximise member growth (through acquisition, integration and retention) and providing a positive

member experience which drives member visitation and retention.

This role is responsible for achieving the joiners, leavers and member growth goals of the club as well as

overseeing the front desk operations and setting the service standards within the club.