Objectives: Lead, manage, train, and develop Welcome Desk team members according to the company’s Mission, Vision, Pillars of Success, Service Standards, and Business philosophy in order to continually provide optimal performance for net member growth, retention, and club profitability. Manage all department-specific revenue and non-revenue performance and payroll budgets in order to maximize the Welcome Desk effectiveness. The Welcome Desk Manager will grow the Welcome Desk program and team, assist in regional operational committees, and fully support an aligned and consistent Welcome Desk strategy for the company.
Reports to: Assistant General Manager and General Manager
Criteria: Knowledge of retail or business software/ Microsoft office and Windows.
Proficient oral and written communication skills
2-3 years customer service experience and Management/leadership experience
Red Cross CPR/AED certification required within 60 days of hire
As an AFF team member, responsibilities include, but are not limited to:
To Get & Keep Members.
Provide the highest quality customer service to all members by greeting them with a welcoming, friendly, energetic, and positive attitude at all times. Use members’ names as often as possible.
Ensure exceptional customer service by hiring, training, and maintaining a proactive, efficient, professional, and friendly team.
Set an example of professional behavior and exceptional customer service for all team members.
Embrace and follow the company Service Standards, the guidelines outlined in the AFF Training and Policy Manuals, and any applicable department-specific team handbooks.
Respond to member concerns and/or comments in a timely and professional way.
Know the club’s emergency response protocol and be prepared to act. Exercise sound judgment with safety as a priority.
Schedule the team to provide appropriate coverage based on the needs established by the club leadership team.
Arrive to work 10 minutes early. Wear department-specific uniform.
Be a team player by contributing to both club and organizational goals.
Maintain open and honest communication with the leadership team; partner together as fitness professionals. Respond within 24 hours to all time-sensitive email, text, and/or phone requests.
Develop, implement, and evaluate department goals on a regular basis in partnership with the GM and the company C.O.O.
Participate actively in all club, department, and company meetings. Inform the team and club members of developments, promotions, activities, and upcoming events within the club and throughout the organization.
Coach, teach, educate, and support the team to be successful in their roles and to meet the goals set in partnership with the GM.
Provide ongoing feedback to the team and deliver performance reviews.
Communicate effectively with all team members.
Proactively engage with team members and coach toward success in their roles. Document progress and opportunities; use disciplinary action and/or terminate employment if necessary.
Hold regularly scheduled department meetings for ongoing training and information sharing. Submit the minutes of each meeting to the GM and AGM.
Accurately complete new hire paperwork and deliver to the GM so it can be submitted to corporate before placing a new team member on the schedule.
Schedule a prompt orientation for all new team members.
Maintain current personnel records on the team, perform administrative duties, complete required paperwork accurately and on time and secure & protect sensitive financial and personal information.
Use proper chain of command and ensure the team does the same.
As a Welcome Desk Manager, responsibilities include, but are not limited to:
Complete club paperwork and deposits daily.
Call appointments for Membership Directors daily and leave detailed notes on the account.
Immediately notify Welcome Desk staff of MD’s on the UPS list.
Post any variation of club hours in a timely manner.
Perform other duties as reasonably assigned.