Front Desk Weekend Lead

Roles And Responsibilities

• Promote, maintain, and protect the customer experience by developing Service & Sales Representatives (SSR) to be solution-oriented and consistently deliver on our mission, values, and guiding principles.
• Engage with and build genuine connections with all members and guests to foster their interest in our offerings, drive membership sales through referrals, and encourage their continued retention.
• Navigate basic questions about membership, services, and billing inquiries.
• Hold yourself and the SSR team accountable to high standards of operational excellence.
• Aid in the support and assessment of SSR performance and development by providing real-time ongoing constructive feedback, focusing on internal development.
• Willingness to have courageous conversations with team members as needed in accordance with company policy.
• Exhibit the ability to lead and inspire cooperation and influence behavior.

Employee Recruitment and Development

• Support the onboarding of new SSRs by utilizing proper immersion plans to ensure clear expectations while setting them up for success.
• Create an open environment where employees are empowered to ask questions and continue to progress along their Learning Journey.

Club Operations

• Assist the General Manager in administrative tasks including billing calls, confirming appointments and ensuring that Member Experience Walkthroughs (MEW) and Figure 8’s are completed daily.
• Perform all basic system transactions pertaining to enrolling new members and explaining the terms for all membership options.
• Absolutely ensure a consistently clean Welcome Desk at all times and a friendly/inviting customer experience.
• Partner with GM/AGM to quickly address any incidents, maintenance or equipment issues that are visible to members.
• Review and adhere to all NYSC documents including but not limited to policies and procedures, employee handbook, state supplement, codes of conduct, etc.
• Maintain an acute awareness for all loss prevention matters (i.e., emergency doors locked, alarms functional).
• Be a hands-on supervisor and lead by example, always approaching your work with our Clubhouse Rules and the mentality of a service-based leader.
• Efficiently check in and handle routine member service tasks using club systems such as creating online accounts, resetting passwords, updating credit cards, collecting past due balances, freezing/cancelling membership agreements, and managing group exercise class reservations.
• Always report to work on time and in proper uniform to best represent the brand.

Communication

• Professionally collaborate with, and communicate all information to, club team and corporate personnel, as well as members and guests, through all permissible media (i.e., e-mail, telephone, social media).
• Effectively communicate new promotions and services at point of contact, so that the member gets the most out of their gym membership.
• Contact prospective members and member referrals via call drives to help them begin their fitness journey with us.

Product Knowledge

• Exhibit full knowledge of all club offerings and services in order to build value, facilitate the sale of memberships, and promote the business.
• Educate SSRs on the principles of the brand by being a brand ambassador and ensuring brand consistency.

Problem Solving

• Work to resolve issues that affect the service, efficiency, and productivity of the club.
• Resolve customer complaints by providing customer service-focused solutions to members in a timely manner.
• Partner with management team to identify and remove barriers to drive results.