What are the responsibilities and job description for the Member Services Rep- Front Desk position at Village Fitness?
Primary Responsibilities: The Member Services Rep is the “face” of Village Fitness! The primary function is to greet service members in a professional, upbeat manner that is encouraging, supportive, and knowledgeable. Personal problems must remain at home! This position is responsible for knowing everything about Village Fitness. A strong ability to multitask is required.
Specific Responsibilities:
- SMILE! Welcome everyone to Village Fitness – ask if anything is needed.
- Always establish eye contact, never look down or away.
- Be motivating, greet enthusiastically and, in the case of members, by name and encouragement to “enjoy your workout today.” As members exit, acknowledge their visit with “it was nice seeing you today and thank you for coming in.” In other words, make each visit special for each member!
- When a member approaches the desk, stop what you are doing, put calls on hold, and respond to the request of the member in front of you within 3 seconds.
- Exceptional telephone skills. Answer the telephone by the 3rd ring with in a professional manner announcing VH&WC by name.
- Maintain the front desk – keep it clean, well-stocked and orderly. Look at it from the member’s point of view!
- Must have thorough knowledge of all programs, memberships, profit centers, daily promotions, cash register and computer software.
- Ensure that members are checked in quickly and properly – scan cards, offer towels, take payment for merchandise or food and beverage.
- Notify manager immediately with problems or when prospects or renewals are on site.
- Stay behind the desk at all times during class check in and other peak traffic times. Eating, chewing gum and drinking at the front desk are not permitted.
- Keep the lobby and main floor neat and clean – no clutter, taped papers, prints on door, etc. Assist with cleaning and maintenance of physical site.
- Assist with telephone calls to confirm appointments.
- Supervise sign-in for guests. Advise membership sales or manager when guests arrive. Ask guests to complete visitor registration during wait time.
- Review appointment book to be familiar with scheduled guests and appointments. Inform trainers or fitness coaches when appointments arrive.
- Have knowledge of all prices and services. Participation in services and fitness programs is highly recommended.
- Attendance at meetings and training sessions is required.
- Promote profit centers
- Knowledge of all sales steps, tracking and paperwork, and a general awareness of all positions to cover during crisis.
- Must wear uniform with name tag.
- Some physical activity is required. Must be able to lift 40 lbs.
- Must be flexible. Days and hours vary.
- Any other duties as required.
Position Requirements:
- Must be self-motivated, goal oriented, creative, organized, enthusiastic and flexible.
- Excellent customer service and membership relations skills and temperament.
- This is a part time position requiring flexible days and hours.
