Job Description

Lead by example with involvement in all member services and related activities: Maintain a welcoming atmosphere for all members, prospective members and guests, and ensure staff follows superior customer service guidelines. Greet members and guests, providing exceptional customer service to ensure that everyone feels welcome! Answer phones in a friendly manner and assist callers with a variety of questions. Check members into the system, provide tours and sign up new members, log amenities and communicate updates or events to members and guests. Facilitate all member requests and help to resolve any member issues and questions. Ensure member first impressions are to expectation inclusive of the lobby, front desk and retail. Ensure staff is providing exceptional customer service at all times. Providing Member Service Representatives leadership: Assist in training and developing a high performing staff consisting of Member Service Representatives working overnight. Assist in supervising staff to ensure that all shifts are regularly covered. Partner with Club Management to resolve employee issues or concerns. Work with club and property management teams and to ensure safety and security of the building. Execute new initiatives and communicate all relevant directives and tasks. Provide backup support as needed for any employee who is absent for overnight shift. Overseeing cleanliness of the club: Keep the front desk area and lobby clean and orderly. Oversee all deep cleaning of club nightly inclusive of both locker rooms, under equipment and off-stage areas. Participate in regular facility cleaning and club upkeep such as mopping up spills, trash removal, cleaning windows and mirrors and re-racking weights. Complete all administrative responsibilities: Order supplies using the specific budget based on club requirements. Track various statistics and reports on a weekly, monthly, and annual basis. Conduct signage audits from promotional signage to club signage. Responsible for nightly register closeout and preparing deposit for Club Manager. Clear outstanding memberships, billing issues and membership issues. Conduct detailed walk of club to enter or update all issues into tracking system inclusive of equipment, facilities, and IT. Complete quarterly inventory. Thorough communication to the day shift to ensure an effective handoff of progress and awareness of facility or member escalations that happened overnight. Other duties as assigned based on club needs. Skills & Qualifications: Must be 18 years of age or older; high school diploma/GED equivalent required. One year of customer service experience, preferably in a similar gym or retail environment. Current CPR Certification preferred. Basic computer proficiency (Microsoft Suite) and the ability to learn systems quickly. Solid supervisory, diplomacy and listening skills. Strong customer service and problem resolution skills. Proven ability to handle multiple tasks and differing priorities in a constantly changing and demanding environment using excellent organizational, communication, and scheduling skills. Ability to work independently as well as part of a team. Ability to work a flexible schedule including nights, weekends and the occasional day shift. Hard working, enthusiastic, energetic, and a passion for health and fitness! Physical Demands: Continual standing and walking during shift. Continual talking in person or on the phone during shift. Must be able to lift up to 50 lbs. Will occasionally encounter toxic chemicals during shift.

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