What are the responsibilities and job description for the Program/Membership Advisor position at Crunch - Pacifico Group?
Benefits:
- Bonus based on performance
- Opportunity for advancement
- Training & development
Position Title: Program/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
Salary : $35,000 - $45,000
