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• Cover
• Title Page
• Copyright
• Contents
• Preface
• Part I: Human Resources
• 1. Recognizing the Importance of Leaders and Managers
• Exploring Management and Leadership Theory
• Acknowledging the Difference Between Managing and Leading
• Struggling as a Manager: Pitfalls to Avoid
• Succeeding as a Manager: A Strategy to Manage Talent
• 2. Understanding Organizational Design
• Growth and Management Positions
• Roles and Responsibilities
• Writing Job Descriptions
• For-Profit Organizations
• Not-For-Profit Community Facilities
• Hospital-Based Fitness Centers
• Corporate-Based Fitness Organizations
• 3. Recruiting the Best Staff for Your Facility
• Analyzing Staffing Needs
• Utilizing Job Descriptions
• Designing the Appropriate Recruiting Vehicle
• Developing Interview Strategies
• Selecting the Best Candidate for the Position
• 4. Training and Developing Staff
• Five Steps to Creating Internal Training Programs
• Outside Resources for Training and Development
• Assessment of Training Costs
• 5. Managing Staff Performance
• Role of the Manager in Staff Performance
• Steps in Managing Performance
• Employee Termination
• 6. Developing a Compensation Program
• Forms of Compensation
• Compensation and Management
• Compensation Program Basics
• Performance-Based Pay
• Part II: Member Recruitment, Retention, and Profitability
• 7. Marketing Your Program
• Developing Strategic Marketing Plans
• Marketing Research
• Identifying Target Markets
• Defining Marketing Goals and Objectives
• Planning the Company Brand and Program Brand
• Social Media Marketing
• Best Practices in Modern Marketing
• Writing an Effective Marketing Plan
• Evaluating Marketing Programs
• 8. Increasing Membership Sales
• Fostering a Partnership Between the Reception Desk and the Membership Staff
• Telephone Best Practices
• Maximizing the Face-to-Face Selling Process
• Corporate and Group Membership Sales
• 9. Focusing on Customer Service
• Recognizing the Importance of Customer Service and Loyalty
• Identifying Your Customer
• Understanding What the Customer Wants
• Training Staff for Exceptional Customer Service
• Dealing With Difficult Customers
• Customer Service Best Practices
• Monitoring the Effects of Customer Service
• 10. Retaining Members Through Program Management
• Membership Retention
• Establishing the Purpose of Programming
• Diversification of Activities
• Progression of Programs
• Promotion of Programs
• Reliability of the Schedule
• Accountability for Growth and Retention
• Programming by Logical Progression
• Developing a Successful Program
• Recognizing the Importance of Program Directors
• 11. Generating Revenue Through Profit Centers
• Development and Organization of Profit Centers
• Five Common Profit Centers
• Part III: Operations and Facility Management
• 12. Understanding Financial Management
• Cash Versus Accrual Accounting
• Financial Statements
• Budgeting
• Income Management
• Accounts Receivable
• Sales Analysis
• Expense Management
• Tax Considerations
• 13. Risk Management: Addressing Health and Safety Concerns
• Creating a Safe Environment
• Screening Before Activity
• Administering Physical Fitness Assessments
• Designing Safe Exercise Programs
• Providing Safety Orientation
• Supervising Members
• Managing Emergencies
• Risk Management Documentation
• 14. Maintaining Your Facility
• Maintenance Activities
• Four Areas of Maintenance Management
• Determining Maintenance Needs
• Performing a Needs Assessment
• Planning the Facility Maintenance Program
• Personnel
• Implementing a Maintenance Program
• Evaluating Facility Maintenance
• Developing a Preventive Maintenance Program
• 15. Understanding Legal and Insurance Issues
• Civil Versus Criminal Liability
• Tort Law
• Contracts
• Employment Law
• Insurance Considerations
• 16. Strategic Planning and Evaluation
• Strategic Planning
• Evaluation
• Health and Fitness Evaluation Model
• Location Analysis
• Industry Evolution and Differentiation
• Appendix
• References
• Index
• About the Authors
• Contributors