What are the responsibilities and job description for the Front Desk Administrator position at Fight Ready?
Job Summary
At Fight Ready Gym, the Front Desk Admin reports to gym management and is responsible for handling front office operations including greeting guests, vendors and staff; providing gym tours to prospective members; selling gym memberships; processing paperwork and payments; setting appointments and coordinating schedules with coaches; answering the phones and assisting with all inquiries and correspondence; selling and restocking proshop items; maintaining a clean and organized environment.
Duties and Responsibilities
Convert inquiries to tour appointments.
Generate a minimum of 30 gym tours a month.
Convert a minimum of 20 tours into memberships a month
Become proficient with the online registration software "ZenPlanner" to log, track and maintain all prospect / member touchpoints and process membership payments
Greet / check in members and take class attendance
Provide exceptional customer service, respond to guest inquiries (via in person, phone and / or email), answer the phones and conduct outbound calls as needed
Ensure all prospect / member waivers, paperwork and receipts are complete and filed
Schedule new members for PT sessions with instructors
Interview all cancellations for reason and offer incentives to "save" the membership
Never let a prospect / member walk without turning over to management
Report any issues that require escalation to management
Ensure gym is maintained and in immaculate condition at all times
Attend all-staff meetings
Monitor FightReady social media channels and contribute to weekly posts (Instagram and Facebook)
Sell and restock proshop items, process payments for proshop sales and communicate suggestions for proshop items to management
Restock fridge, move boxes of merchandise and stock cleaning supplies as needed
Other duties as assigned
Administrative Tasks
Weekly Payroll -Must be submitted to Management.
Monthly Inventory reports - Full inventory count, reports created on excel and submitted to management. Reports uploaded to Zen Planner
Bill approval of all PT sessions and check-ins daily
Handle all email cancellations and holds - Must offer incentives to save membership. All issues with membership must be brought to management.
Retail and drink Order and Re-ordering
Disputed Charges - Template must be filled out and submitted to Pay Simple 30 days after dispute.
Bank deposits - Weekly money deliveries to Alliance Bank
Answer all email inquiries and schedule for trials.
Requirements
Computer literacy - Strong PC skills, including use of standard MS Office applications (Word / Excel); knowledge of online registration software such as "ZenPlanner" is a plus; knowledge of social media tools is a plus.
Excellent in-person, phone and written communication skills - Ability to effectively communicate written or verbally to conduct tasks such as, but not limited to, answering guest inquiries, conducting inbound / outbound phone calls, responding to emails, creating social posts and event fliers.
Strong customer service - Pleasant and friendly demeanor toward guests, vendors and staff is required at all times; must reply to inquiries promptly and courteously.
Strong problem-solving skills - Must be able to think on your feet and solve problems as they arise.
Strong interpersonal skills - Must be able to take direction from others, work well on a team as well as complete tasks independently.
Ability to multi-task and stay calm under pressure - Ability to perform under pressure and complete simultaneous tasks such as, but not limited to, answering the phones, greeting guests, processing membership and proshop payments.
Organized and detail oriented - Ability to prioritize tasks and track progress on daily and weekly tasks; maintain a neat and tidy workspace; complete processes and procedures without errors.
Neat and professional appearance - Must take pride in this roll and representation of the Fight Ready brand by adhering to staff dress code, conducting yourself in a professional manner in-person and in social media, and maintaining work-appropriate conduct with guests, vendors and staff at all times.
Lift and carry 30 to 50 pounds - Must be able to stock the fridge, move boxes of merchandise and stock cleaning supplies.
Ability to stand for long periods - Must be able to be on your feet 80% of the day to perform daily tasks, assist guests and conduct other job-related activities.
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