Objectives: To properly greet, assist and service current and potential members as they enter the club.
Reports to: Front Desk Manager
Criteria: CPR/AED certified within 60 days
1 year customer service experience preferred
As an AFF team member, responsibilities include, but are not limited to:
-
Perform duties according to the companys Mission, Vision, Pillars of Success, Service Standards, and business philosophy, and continually provide optimal performance for the net member growth, retention and club profitability.
-
Provide the highest quality of customer service to all members by greeting them with a welcoming, friendly, energetic and positive attitude at all times. Use the members name as often as possible.
-
Embrace and follow the company Service Standards, the guidelines outlined in the AFF Training and Policy Manuals, and any applicable department-specific handbooks.
-
Know the clubs emergency response protocol and be prepared to act. Exercise sound judgment with safety as a priority.
-
Arrive to work 5 minutes early. Wear department-specific uniform.
-
Actively participate in all department and club meetings.
-
Be a team player by contributing to both club and organizational goals.
-
Maintain open and honest communication with the team, partnering together as fitness professionals.
-
Read and sign the communication log
As a Welcome Desk team member, responsibilities include, but are not limited to:
-
Smile and acknowledge all guests and members exiting the club
-
Understand and implement guest policy
-
Monitor member check-in by checking their membership card, taking pictures and properly checking in family members
-
Understand and administer the UPS system for the Membership Directors
-
Efficiently answer phone within three rings and direct all incoming calls appropriately
- Properly take phone messages
-
Record all reservations
- Sign members up and check members in for required classes
-
Establish proficiency with member management system
-
Complete opening, closing and cleaning checklists and follow procedures as outlined by management
-
Inform all members of upcoming activities, promotions, and policy changes.
-
Maintain a clean and attractive front desk area
-
Complete all administrative and support duties assigned within and across all departments
-
Perform other duties as reasonably assigned.