Front Desk Associate

Company: The Edge Fitness Clubs
Location: Westland
Posted on: June 6, 2021

Job Description:

FRONT DESK ASSOCIATE

Summary & Reports to:

The Edge Fitness Club's front desk is the hub where all of the day's business starts and ends and is the place Fitness Consultants are stationed. It's the area members approach when they need help or want to make a purchase. It is the point all members visit upon entry to the gym. It is also the initial impression when a potential member visits for the first time. When working behind the desk for the Edge Fitness Clubs you are expected to smile, greet all members by name, have fun, move fast and service all Edge members with a sense of urgency. The Fitness Consultant position is crucial to running any of our facilities. In this position, you will gain great insight into why our clubs are successful and follow The Edge's mission statement.

Duties & Responsibilities/Essential Functions:

Service

Brings The Edge culture to life by ensuring each guest receives outstanding service by providing a guest friendly environment by greeting and acknowledging every guest, saying "hello" and "goodbye", while maintaining outstanding standards.

Proactively manages and resolves all member concerns and complaints that are brought forward. Maintains detailed communication related to the issues and complaints in Datatrak. Escalates any serious concerns and complaints to the GM.

Provides exceptional customer service to retail operations (shake bar & pro-shop and juice bar items).

Answers the telephone before the second ring with a smile, answering member questions or transitioning a prospect's telephone inquiry over to a Sales Lead.

Effectively schedules, cancels or reschedules personal training appointments for our members promptly.

Sales

Understands the club's daily revenue goals and helps drive the business, not babysit the business

Strives to continuously improve the member experience, revenues and retention rates

Maintains solid product knowledge and awareness of all product information, merchandise and services to find ways to upsell product

Accurately and efficiently complete all sales transactions and maintains proper cash accountabilities at POS registers

Understands the opportunities of the business: every phone call, prospects walking through the door, in and out of the club

Set and attain all personal and professional monthly generating dollar goals

Making the phone call to successfully book company set amount of appointments per day, leading to at least company amount set of showed appointments per day:

Responding quickly to web lead inquiries

Turning incoming phone calls to appointments in clubs

Calling member referrals that are generated from each new membership

Following up with missed guests

Mastering the tour to close a high percentage of new members, while also ensuring the same high percentage of new members are booked into the initial fitness assessment and also to obtain referrals all at point of sale

Performs daily outreach to generate off-site leads, appointments, and memberships within the community

Presentation:

Builds excitement and value with the potential new member to ensure their first impression of the club is a good one, therefore guaranteeing they will join

Creates enough value on the tour, therefore ensuring the new member will enroll in their initial fitness appointment

Become skilled at creating rapport and building relationships with potential new members, guaranteeing they will provide you with referrals

Mastering the price presentation ensuring that many of new members will see the value and join for 24 months over the minimum of 12 months

Become proficient at educating the new member of the benefit of signing up with EFT as opposed to credit cards

Mastering the telephone inquiry script incoming and outgoing and transfers enthusiasm on the phone calls to drive the prospect to our club

Follow Up & Organization:

Promptly respond to prospect and member inquiries professionally and enthusiastically

Organize prospects & all new members in our CRM system ensuring proper and timely follow up via phone, text or email

Ensure that you are making the correct amount of phone calls that will lead to the correct amount of appointments per day

Touching base with current members to check in, ask for more referrals and ensuring they took advantage of the initial fitness appointment

Quality Control

Assists in replenishing merchandise at the shake bar, retail area and in the coolers.

Conducts locker room and floor checks regularly throughout shift.

Assists the Manager in loss prevention by adhering to all company policies and club standards.

Contributes to creating a culture and environment consistent with company values and standards for employees and members.

Key Qualifications:

Excellent verbal and written communication skills

Strong attention to detail

Thrives in a customer focused environment

Excellent Team-Work

Education & Experience:

A University degree is preferred

A strong focus on the customer/client

Related industry experience preferred (i.e. retail, hospitality, leisure, fitness, etc.).

Great communication skills

Ethical Conduct

Enthusiasm is a must, we will teach the skills needed to succeed

Previous sales experience a plus

Must be able to work well with others

Physical Demands:

While performing the duties of this job, the employee is regularly required to talk or hear. This role will require walking and standing during entire shift, or remain stationary for long periods of time. This would require the ability to lift weights, 5lbs up to 200 lbs and bend or stand as necessary. This position will also require frequent washing of hands.

Work Environment:

This job operates in a health club environment. This position routinely deals with club employees, members and vendors. This role routinely uses standard office equipment such as computers and phones. This is a high paced environment.

Travel:

There is very little travel in this position. The employee may be asked to travel local infrequently to other clubs or to corporate for meetings.

Position type & expected hours of work:

This is a part time or full time position with varied hours based on the needs of the business.

Benefits: (For a Full-Time Employee)

Health Benefits: Medical, Dental, Vision

Life insurance ($25k), MetLife

Long Term Disability (LTD), MetLife

PTO & Paid Holidays

401K

Employee Assistance Program (EAP), MetLife

Complimentary membership for you and one other (full time employees only)

Employee Discounts and more!

Supervisory Responsibility:

This position has no supervisory responsibilities.

Edge Fitness, LLC is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws.

The above statements are intended to describe the general activities, duties and responsibilities that are required of the employee for this job. Please note these statements are not an exhaustive list of all activities, duties and responsibilities. Duties, Responsibilities and activities may change at any time with or without notice.

Keywords: The Edge Fitness Clubs, Westland , Front Desk Associate, Other , Westland, Michigan