Description

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:

• To get & keep members

• 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.

Qualifications