Member Advisor

Description

Objective: Responsible for producing new sales by enrolling prospective members. Actively participate in the member retention process by providing an excellent level of service to all existing members and support the club, its programs, members and staff.

Reports to: Regional Sales Manager/General Manager

Criteria: Minimum 1 year sales experience required. Customer relations and fitness experience preferred. Red Cross CPR/AED certification required within 60 days of hire.

Responsibilities Include But Are Not Limited To:

• Get and keep members.
• Greet members and guests with a welcoming, friendly, energetic and positive attitude at all times. Use the members and guests names as often as possible.
• Know and adhere to policies as outlined in the training and policy Manuals. Know club emergency response protocol and be prepared to act. Exercise sound judgment with safety as a priority.
• Abide by the Service Standards set for your Department and club.
• Attend mandatory meetings.
• Arrive 5 minutes early in proper uniform.
• Read and acknowledge communications delivered from management.
• Provide effective facility tours to prospective members and guests, determining their needs and wants and matching those needs and wants with an appropriate membership.
• Follow up with those who do not join on their first visit within 48 hours by phone and/or written correspondence.
• When not touring, generate new sales leads through prospecting. Continue to work all leads and member referrals. Make a minimum of 50 touches per day and have required daily appointments including phone numbers. Collect an average of 3 referrals per new member sale.
• Make as many calls/touches/contacts per day to current members or former members to assist with member retention and driving self-generated leads.
• Review relevant sales materials as well as attend and participate in weekly sales meetings to enhance performance.
• Meet monthly individual and team goals. Failure to meet individual goal for three consecutive months leads to disciplinary action up to and including termination.
• Complete all membership paperwork and computer entries accurately and promptly in Intouch & Compete with a high level of proficiency with all required paper and electronic forms/procedures/processes.
• Maintain accurate personal commission records.
• Work as a team member on the management staff to provide a high level of customer service to members, inspiration and leadership to staff, and assist in directing the flow of the club for smooth and profitable operation. Management responsibility includes, but is not limited to overseeing staff and club operations when management is not present. Effectively handle member situations, freezes, questions and concerns.
• Participate and assist in the planning and implementation of all promotions.

• Work assigned schedule to equal a minimum of 40 hours per week alternating every other weekend and two closing shifts.
• Uphold all policies at all times including but not limited to: company handbook, guest policies, rules of the UPS list, rules of the team set forth in sales meetings past and future, etc.
• Develop and maintain adequate knowledge of fitness and its benefits, all equipment, activities, group exercise classes, kids programs, etc.
• Sell by Walking Around (SBWA) with a purpose. Have conversations with members you know and introduce yourself to those you do not.
• Perform other duties as reasonably assigned.

Qualifications