Efnisyfirlit

• 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

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