Position Title: Membership Advisor

Requirements: Fluent in English

Proficient reading and writing skills

Special Skills: Good communication skills

Strong customer service skills

Responsibilities:

Sales

• Follow the Crunch Weigh Sales Script and Enroll New Members

• Upgrade current members

• Activate new members

Selling Skills

• Meets daily, weekly and monthly Individual Membership Goals as set forth by Management.

• Determine the desires, wants and needs of the prospective member by performing a proper Needs Analysis on all Qualified Guests via the Guest Courtesy Card.

• Provides information to prospective members in person or over the phone regarding club facilities and programs that suit their individual desires, wants and needs.

• Converts telephone inquiries into club visits.

• Gives tours and trial memberships to prospective members. Effectively demonstrates equipment and facilities. Guides the prospective member through the decision-making process. Creates desire for prospective members to join club and aggressively inspires them to join.

• Upgrades existing memberships to memberships of a greater value, by adding family members and providing personal training packages and group training sessions.

• Fills out all paperwork required for accurate membership sales and records. Meets daily, weekly, monthly and quarterly sales goals.

Marketing Skills

• Generate a minimum of 5 contacts per inactive hour via the following: Phone, Email, Texting, Social Media (specifically LinkedIn)

• Come to work prepared with a minimum of 5 pre-booked appointments for the shift.

• Solicits prospective members outside the club at least 1 hour per day in the mid afternoon and scheduled in data track

• Internally distributing guest passes, asking for referrals,

• Follows-up on all prospects with effective telephone and mail contact to invite and inspire them to visit and join the club.

• Creating 3-5 events in the club per month 1 per week

Member Service

• Follow the three steps of service

  • Greet all members & their guests use their name and wish them a good workout

  • Exceed expectations and suggestive sell

  • With a smile, wish them well as they exit the club

• Check Ins:
• Check in all members and guests in accordance with company procedures
• Ensure all members are participating in services and programs according to their level of membership

• Facilitate any messages on club software at member check-in

• Observes ABC screen to book kick-offs

• Identify opportunities where you can promote higher level memberships and programming
• Facilitate all member requests or forward to a manager, assistant manager or manager on duty
• Get feedback on group fitness classes and programs we have running and provide to management
• Calls members as prescribed in the Club Management System to ensure member satisfaction and usage.
• Runs low usage reports, new member calls and birthday calls for the purpose of generating kickoff, referrals and fostering member usage to avoid cancellations.
• Handle all cancellations requests and propose lifeline and alumni programs (saves)

Guests

• Greet guests promptly and courteously

• Communicate special events to members and guests

• Explain membership options to guests and ask them if they would like to enroll

• Ensure all first time guests are taken through a tour

• Follow up with all guests

Desk Duties

• Serve as a mentor and teacher to the Member Service Reps as it relates to them achieving benchmarks
• Assist with Managing the Member Service Reps (scheduling, compliance, training)
• Answer phones in courteous, helpful, professional manner
• Master the use of the CMS system
• Maintain professional disposition at all times
• Schedule member services: tanning, etc.
• Facilitate payment of member services in accordance with company procedures
• Know club facility, services, programs and schedules
• Maintain a clean and organized work area
• Assist in all projects as delegated by club management
• Follow all policies and procedures in the Employee Handbook
• Take the initiative to learn opening and closing duties