What are the responsibilities and job description for the Front Desk Lead position at Crunch Fitness - Northwest?
THE CRUNCH PHILOSOPHY:
There are no judgments here – No too much or not enough. No glares of disapproval. Here we keep open minds. We are nurturers. We seek only to encourage, empower and entertain. There is no one type. There is no one reason. There is no one way. What we are is a diverse community; what we have is a culture of fun; what there is, is room for everyone: all kinds of people with all kinds of goals who’ve chosen to come reach them with us. CRUNCH. NO JUDGEMENTS.
Job Description:
The Crunch Fitness Front Desk Lead reports directly to the Assistant General Manager (AGM)or General Manager (GM) depending on club logistics. First and foremost, the FDL will ensure all members receive the highest quality of Service and Amenities. The FDL will be expected to exhibit the ability to achieve financial targets for the club as outlined in the annual budget. This will be accomplished by leading, training and developing the activities of all front desk employees that are engaged in servicing member needs. The FDL will demonstrate an aptitude to follow and command all company-wide policies and initiatives to ensure the integrity of the Crunch Fitness brand.
Requirements:
- High School diploma
- One year’s worth of management experience required
- Fitness management experience preferred.
- Current CPR
Special Skills
- Excellent written and verbal communication
- Ability to develop and train a team
- Strong organizational/administrative skills
- Exhibits the ability to lead
- Customer Focused
- Strong Multi-Tasking Skills
- Proficient reading and writing skills
Responsibilities:
Administration/Organization
- Demonstrate a working knowledge of all standard operating procedures and policies that pertain to the club.
- Communicate and implement club policies and procedures to front desk staff.
- Encourage staff to work as a team and be productive.
- Illustrate an ability to make decisions and execute them.
- Recruit, hire and train all front desk staff on all Crunch Fitness directives and protocol.
Sales/Revenue Management
- Achieve sales goals in retail, supplements and Point of Sale Personal Training.
- Achieve business goals through constructive feedback and positive reinforcement.
- Execute all promotions to help generate new sales leads for optimum membership growth.
- Ensure the Sales and PT teams have proper tracking forms including any personal stats, payroll or other important information needed to be reviewed.
- Ensure all promotions are effectively communicated to the team and members.
- Ensure there is ongoing prospecting and lead generation of new prospective members.
- Ensure that the staff is knowledgeable about the clubs’ programs, facilities and equipment.
- Ensure pricing requirements and guidelines are adhered to all times.
Personal Training/Revenue Management
- Ability to work with the Personal Training department to increase revenue
- Implement and support company programs/promotions to generate PT client acquisition for member base penetration.
- Integrate personal training services into membership presentations to maximize the number of orientation sessions scheduled and personal training services sold.
- Effective communication with the personal training staff to ensure all staff is aware and follows all promotions, policies and procedures.
Operations
- Support employee related problems by following club procedures and documentation.
- Perform 30-60 day reviews, six-month performance reviews and annual reviews of all FD employees.
- Resolve member complaints in an expeditious and tactful manner while following club procedure and documentation.
- Promote a professional and welcoming atmosphere that enhances the quality of service and care offered to the members and staff.
- Ensure the club meets standards for cleanliness, maintenance, safety, and security.
- Daily zone cleaning checklist is completed.
- Maintenance and Janitorial logs are used, completed and followed up on.
- Ensure visible maintenance items are repaired promptly, proper signage is posted, equipment is tagged out and of service equipment removed from the floor if possible.
- Inventory management and system is in place and upheld.
- Track completion of opening/closing checklists, stage management, repair & maintenance log, locker log and cleaning checklist.
- Build and maintain a consistent schedule to cover all FD shifts.
- Assist in the processing and submission of payroll as well as its accuracy.
- Control expenses and the purchasing of club supplies and cost of retail goods.
- Display an ability to keep expenses at or below budget.
Leadership/Motivation
- Serve as a role model for employees.
- Exhibits servant leadership qualities.
- Communicates effectively by using regular team meetings and individual meetings
- Conduct all FD training following onboarding protocol.
- Provide an inspirational environment that welcomes honest feed-back from employees and takes action to ensure a quality, working environment.
- Spends necessary time developing, coaching and encouraging employees to always improve.
