What are the responsibilities and job description for the Greet Team Lead position at Defined Fitness Inc?
The Greet Team lead Position is a crucial part to our business as it bridges a gap from our hourly employees to our leadership team and is expected to demonstrate the highest level of performance and excellence in the Greet Department. The ideal Greet Team Lead is someone who exemplifies all four of our CORE values DRIVE, DELIGHT, DETAIL and DEVELOP. The Greet Team Lead will partner with all leadership managers, at their respective facility, to provide a best-in-class, member-centric experience that strengthens member relationships and builds member retention. Additionally, the Greet Team Lead will lead by example in driving production, instilling a positive culture and ensuring that our facilities are properly being maintained every day.
Essential Functions & Responsibilities:
Ensure members receive friendly greeting/check in and prompt attention to needs
Monitor check-ins to identify delinquent accounts and notify Greet Team Manager
Promptly answer phones in a courteous and professional manner while utilizing proper phone greeting techniques
Address incoming call requests and/or take detailed message ensuring incoming callers name is noted for personnel receiving the message.
Ensure registration of all Telephone Inquiries into script pad as well as the Master Production Tracker.
Transfer all incoming calls for personal training to appropriate Fitness Consultant
Audit of Telephone Inquiries to ensure that prospective appointment was correctly booked.
Engage members with Defined Fitness Products and Offers such as personal training & group exercise classes content.
Maintain relationships with members by utilizing their names to help serve as a resource in any questions or concerns they may have and appropriately directing them to applicable resource.
Provide a clean, friendly and well maintained club to members and guests and help familiarize new & existing members with their home club.
Responsible for providing prospective members with tours of the facility and be able to describe the facility, equipment, services and amenities that directly tie back to their individual fitness needs and goals.
Correct registration of guests into membership platform
Communicates membership and fitness offers in a clear and concise manner using Company provided presentation tools.
Effectively, professionally and accurately sign up prospective members using Company sales techniques and protocols
Adheres to specific Membership Agreement Procedure when enrolling members and guests.
On-boards new members successfully and assist with all member retention activeness in order to drive club profitability
Consistently achieves or exceeds personal and team sales goals
Generate Leads & new business internally through member promotions, referrals, dissemination of guest passes and contacting leads generated via phone.
Consistently achieve or exceed personal productivity goal.
Communication of special events to members and guests
Assisting in collection & tracking of members payments through the A/R Report
Daily KPI Requirements:
Number of Calls Made: 45 in Total
Number of Appointments Booked: 5 in total
Number of Showcases completed: 4 in total
Number of New Member Units Acquired: 3 in total
Number of 3 Packs Acquired 1 in total
Number of Referrals Received: 2 to 1 Ratio
Success Factors:
Focus on the Prospective Members Needs/Fitness Goals and Member Showcasing
People Management and Team Empowerment
Financial Management of existing/past members transactions accounts
Hospitality and Quality Management
Problem solving and Analysis Skills
Honesty & Integrity
Detail Knowledge of membership agreements
Understanding of current and grand fathered membership types.
Thorough understanding of ABC member accounts
Ability to process complex membership transactions (Refunds, write-offs, etc.)
Performance Standards:
The Member Experience: (Direct Impact and Satisfaction)
i. Initial Assessments:
1. Includes a Hospitality/Quality Test
2. Includes TI Test
3. Includes Showcase Test
ii. Ongoing Assessments or Evaluations:
1. Reporting of any Complaints against a Greet Team Lead
Financial
i. Initial Assessments:
1. Transactions Listing Test
2. Refund Process Test
3. Current Closing Percentage Audit (Current Numbers before in Greet Lead Position)
4. 3 Pack Percentage Audit (Current Numbers before in Greet Lead Position)
ii. Ongoing:
1. Audits of Billing Errors:
Business Process:
i. Initial:
1. GYM Sales Test
2. ABC Test
3. Citrix/Email Test
4. CORE Test
5. Team Clean Test
6. Sourcing Test
ii. Ongoing:
1. Gym Sales Audit
2. ABC membership onboard/managing Audit
3. Accurate and Timely Response Email Audit
4. Utilization and Features Audit
5. Inspections Audit
Learning & Growth:
i. Initial”
1. Onboarding New Greet Team members Test
2. Developmental Test: (SMART GOALS/Assisting with Development Plans)
ii. On-Going:
1. Holding monthly trainings
Job Requirements:
Responsible for Opening/Closing Facility
Ensure proper opening and closing procedures are followed, outlines in training manual
Responsible for POS Balancing at Opening/Closing of Facility
Log all Maintenance concerns that are reported to the front desk
Reporting of safety concerns to appropriate department head or GM
Responsible for reporting Incident Reports to General Manager
Adheres to Greet Team Lead Schedule and follow correct attendance policies
Performs other reasonable work assignments as directed by the Gym General Manager and/or Operations Manager to include duties involving Detailing/Organizing the facility.
Assist with Detailing duties as needed such as Team Cleans or Detail Inspections of Locker Rooms.
Qualifications:
One year of Defined Fitness Greet Experience, Preferred
Ability to use sound business judgment and have strong analytical aptitude
Ability to effectively communicate with constituents
Effective listening skills
Ability to effectively delegate and follow up on delegation tasks
Effective planning and organization skills
Demonstrates willingness and openness for self-development
Ability to identify and use resources to improve overall operations
Strong leadership qualities coupled with excellent motivational, communication and team-building skills
College Degree, Preferred
Current CPR Certification, Required
Advanced cash handling experience
Physical Requirements:
Must be able to stand for up to 8 hours at a time
Must be able to properly life and carry approximately 25 pounds
Must be able to perform the following tasks: walking, squatting, bending, stooping, standing, listening, speaking, reading and writing
Essential Functions & Responsibilities:
Ensure members receive friendly greeting/check in and prompt attention to needs
Monitor check-ins to identify delinquent accounts and notify Greet Team Manager
Promptly answer phones in a courteous and professional manner while utilizing proper phone greeting techniques
Address incoming call requests and/or take detailed message ensuring incoming callers name is noted for personnel receiving the message.
Ensure registration of all Telephone Inquiries into script pad as well as the Master Production Tracker.
Transfer all incoming calls for personal training to appropriate Fitness Consultant
Audit of Telephone Inquiries to ensure that prospective appointment was correctly booked.
Engage members with Defined Fitness Products and Offers such as personal training & group exercise classes content.
Maintain relationships with members by utilizing their names to help serve as a resource in any questions or concerns they may have and appropriately directing them to applicable resource.
Provide a clean, friendly and well maintained club to members and guests and help familiarize new & existing members with their home club.
Responsible for providing prospective members with tours of the facility and be able to describe the facility, equipment, services and amenities that directly tie back to their individual fitness needs and goals.
Correct registration of guests into membership platform
Communicates membership and fitness offers in a clear and concise manner using Company provided presentation tools.
Effectively, professionally and accurately sign up prospective members using Company sales techniques and protocols
Adheres to specific Membership Agreement Procedure when enrolling members and guests.
On-boards new members successfully and assist with all member retention activeness in order to drive club profitability
Consistently achieves or exceeds personal and team sales goals
Generate Leads & new business internally through member promotions, referrals, dissemination of guest passes and contacting leads generated via phone.
Consistently achieve or exceed personal productivity goal.
Communication of special events to members and guests
Assisting in collection & tracking of members payments through the A/R Report
Daily KPI Requirements:
Number of Calls Made: 45 in Total
Number of Appointments Booked: 5 in total
Number of Showcases completed: 4 in total
Number of New Member Units Acquired: 3 in total
Number of 3 Packs Acquired 1 in total
Number of Referrals Received: 2 to 1 Ratio
Success Factors:
Focus on the Prospective Members Needs/Fitness Goals and Member Showcasing
People Management and Team Empowerment
Financial Management of existing/past members transactions accounts
Hospitality and Quality Management
Problem solving and Analysis Skills
Honesty & Integrity
Detail Knowledge of membership agreements
Understanding of current and grand fathered membership types.
Thorough understanding of ABC member accounts
Ability to process complex membership transactions (Refunds, write-offs, etc.)
Performance Standards:
The Member Experience: (Direct Impact and Satisfaction)
i. Initial Assessments:
1. Includes a Hospitality/Quality Test
2. Includes TI Test
3. Includes Showcase Test
ii. Ongoing Assessments or Evaluations:
1. Reporting of any Complaints against a Greet Team Lead
Financial
i. Initial Assessments:
1. Transactions Listing Test
2. Refund Process Test
3. Current Closing Percentage Audit (Current Numbers before in Greet Lead Position)
4. 3 Pack Percentage Audit (Current Numbers before in Greet Lead Position)
ii. Ongoing:
1. Audits of Billing Errors:
Business Process:
i. Initial:
1. GYM Sales Test
2. ABC Test
3. Citrix/Email Test
4. CORE Test
5. Team Clean Test
6. Sourcing Test
ii. Ongoing:
1. Gym Sales Audit
2. ABC membership onboard/managing Audit
3. Accurate and Timely Response Email Audit
4. Utilization and Features Audit
5. Inspections Audit
Learning & Growth:
i. Initial”
1. Onboarding New Greet Team members Test
2. Developmental Test: (SMART GOALS/Assisting with Development Plans)
ii. On-Going:
1. Holding monthly trainings
Job Requirements:
Responsible for Opening/Closing Facility
Ensure proper opening and closing procedures are followed, outlines in training manual
Responsible for POS Balancing at Opening/Closing of Facility
Log all Maintenance concerns that are reported to the front desk
Reporting of safety concerns to appropriate department head or GM
Responsible for reporting Incident Reports to General Manager
Adheres to Greet Team Lead Schedule and follow correct attendance policies
Performs other reasonable work assignments as directed by the Gym General Manager and/or Operations Manager to include duties involving Detailing/Organizing the facility.
Assist with Detailing duties as needed such as Team Cleans or Detail Inspections of Locker Rooms.
Qualifications:
One year of Defined Fitness Greet Experience, Preferred
Ability to use sound business judgment and have strong analytical aptitude
Ability to effectively communicate with constituents
Effective listening skills
Ability to effectively delegate and follow up on delegation tasks
Effective planning and organization skills
Demonstrates willingness and openness for self-development
Ability to identify and use resources to improve overall operations
Strong leadership qualities coupled with excellent motivational, communication and team-building skills
College Degree, Preferred
Current CPR Certification, Required
Advanced cash handling experience
Physical Requirements:
Must be able to stand for up to 8 hours at a time
Must be able to properly life and carry approximately 25 pounds
Must be able to perform the following tasks: walking, squatting, bending, stooping, standing, listening, speaking, reading and writing
