Website:
11pointclub.com
Job details:
About Us
11Point Club, founded by an IIT Bombay alumnus, is building vibrant "third places" where people can connect, unwind, and play. Through thoughtfully designed sports facilities, we create welcoming spaces that inspire community, friendships, and meaningful experiences.
Today, 11Point Club is much more than a sports venue. It is a place where people come to stay active, meet new people, celebrate milestones, participate in tournaments, and feel a sense of belonging.
As we continue to grow, we're looking for leaders who can take complete ownership of one 11Point Club location and deliver an outstanding experience for every member who walks through our doors.
Position Overview
The General Manager is responsible for the overall success of one 11Point Club location.
You will take complete ownership of your location—leading the team, ensuring operational excellence, maintaining a world-class facility, delivering exceptional customer experiences, executing events seamlessly, and driving the overall business performance of your club.
This is a hands-on leadership role. You'll spend most of your time on the floor, interacting with customers, coaching your team, solving problems, and continuously improving how your location operates.
Core Responsibilities
Club Operations
- Own the day-to-day operations of your location.
- Ensure smooth coordination across all functions including front desk, housekeeping, café, coaching, maintenance, and customer service.
- Build, implement, and continuously improve operational SOPs.
- Resolve operational issues quickly and effectively.
- Ensure your location consistently delivers a premium customer experience.
Team Management
- Lead, motivate, and manage the entire on-ground team.
- Conduct daily team briefings and assign responsibilities.
- Monitor attendance, productivity, and performance.
- Hire, train, coach, and develop team members.
- Build a culture of ownership, accountability, and customer-first thinking.
Facility Management
- Ensure your location remains clean, safe, organized, and well-maintained at all times.
- Maintain courts, equipment, washrooms, café, seating areas, lighting, and all common spaces.
- Coordinate preventive maintenance and repairs.
- Manage relationships with housekeeping, maintenance, and other operational vendors.
- Conduct regular facility audits to ensure premium standards are consistently maintained.
Customer Experience
- Deliver an exceptional experience for every customer visiting your location.
- Build relationships with regular members and understand their needs.
- Resolve customer concerns promptly and professionally.
- Monitor customer feedback, reviews, and satisfaction metrics.
- Continuously identify ways to improve the member experience.
Events & Community
- Plan and execute tournaments, leagues, community events, corporate bookings, birthday parties, and special activations.
- Coordinate staffing, logistics, vendors, and customer communication.
- Ensure every event is executed smoothly and creates a memorable customer experience.
Business Performance
- Own the monthly business performance of your location.
- Drive revenue across court bookings, memberships, events, café, coaching programs, and other revenue streams.
- Track occupancy, customer retention, and key business metrics.
- Identify opportunities to improve utilization, operational efficiency, and profitability.
- Work closely with the marketing team to maximize bookings and community engagement.
Reporting & Continuous Improvement
- Monitor operational and business KPIs for your location.
- Prepare weekly reports covering revenue, occupancy, customer feedback, team performance, maintenance, and operational improvements.
- Identify issues early, recommend practical solutions, and ensure timely execution.
What We're Looking For
Qualifications & Experience
- 5+ years of experience managing operations in hospitality, sports, fitness, retail, entertainment, co-working, or other customer-facing businesses.
- Proven experience leading teams and managing day-to-day business operations.
- Strong understanding of business performance metrics and operational excellence.
Skills
- Strong leadership and people management skills.
- Excellent communication and interpersonal abilities.
- Strong problem-solving and decision-making capability.
- High attention to detail and operational excellence.
- Comfortable working with numbers, reports, and business metrics.
- Ability to prioritize, organize, and execute in a fast-paced environment.
Personal Qualities
- Strong sense of ownership and accountability.
- Hands-on and action-oriented.
- Customer-obsessed.
- Calm under pressure.
- Proactive, self-driven, and resourceful.
- Street smartness
- Continuously looks for ways to improve the business.
What Success Looks Like
You'll be successful in this role if:
- Your location runs smoothly every day.
- Customers love visiting your location and keep coming back.
- The facility is always clean, safe, and exceptionally well-maintained.
- Your team is motivated, accountable, and performs consistently.
- Events are executed seamlessly.
- Revenue, occupancy, and customer retention continue to grow.
- Problems are solved proactively before they become bigger issues.
- Your location becomes the benchmark for operational excellence and customer experience.
Working Conditions
- Full-time, on-site role based in Bengaluru.
- Willingness to work weekends, evenings, and holidays as required.
- Comfortable spending most of the day on the floor rather than behind a desk
Click on Apply to know more.