GENERAL SUMMARY: The CLASS Member Advisor is responsible for ensuring a positive member and guest experience. They are responsible for the studio aesthetics, ensuring the studio, lobby, and restrooms are well maintained. As needed, they address member and guest concerns. Additionally, they are responsible for following studio policies and procedures and for the successful attainment of goals pertaining to New Membership, Package Sales, and Retail Sales.
ESSENTIAL DUTIES & RESPONSIBILITIES:
External marketing, promotions and prospecting. Schedule and participate in offsite promotional events, distribute marketing material, build relationships with local merchants, and inform the community of the CLASS studio.
Internal marketing and prospecting. This includes collecting leads at the point of enrollment, from the current member base through relationship building, and other referral generating strategies.
Contact all inquiries that are obtained through social, digital, or grassroots marketing.
Book membership appointments through productive phone activities and meet or exceed monthly First CLASS goals set forth by the franchise partner.
Ensure that appointments translate into members to meet or exceed monthly guest goal set forth by the franchise partner.
Properly register prospective members. Successfully enroll and onboard new members.
Sell CLASS equipment, apparel, and accessories to studio member and guests.
Pre-Grand Opening Duties
Staff the Pre-Sales office to attract and educate new leads, while meeting pre-sales quotas
Participate in off-site sales, marketing and advertising events to attract new clients prior to the Grand Opening
Participate in UFC Corporate Training activities and telephone calls
Utilize local knowledge of the Mission Viejo area to assist in the marketing campaign
Complete checklists and logs in a timely manner.
Attend monthly meetings or other scheduled meetings.
Follow up on past due members to update payment information or collect late dues and down payments.
Perform opening and closing procedures for the front desk, as assigned.
Assist with inventory or product pricing, as needed.
Maintain all supplies and cleaning equipment in good condition in designated storage areas.
Keep front desk, lobby and restrooms neat, clean and stocked during scheduled shifts.
Wipe down and dust, equipment, doors, and floors regularly.
Keep windows, glass doors and mirrors in the studios clean.
Empty all trash receptacles daily and sweep, vacuum or mop as necessary.
Clean and disinfect the toilets, shower stalls and changing areas and restock the locker room.
Pick up debris and spillage promptly, cleaning and disinfecting areas as necessary.
Immediately report any areas of concerns to management (such as leaks, malfunctioning fixtures and equipment, slow drainage, and any mold or infestations).
Customer Service Duties
Warmly greet members and guests as they enter and leave the studio.
Respond professionally to requests and inquiries from guests, members, and staff.
Assist the coaching staff with class set up, lighting, music volume, and studio technology.
Answer incoming calls in a professional manner and transfer phone calls promptly to the right individuals.
Check in members, verify membership, and assist with signing up members for classes.
Educate members on required equipment and loaning and returning rentals.
Process purchases through the approved POS system.
Provide information to members regarding special club events and promotions.
Immediately report or escalate any unsafe conditions or emergency situations to management.
Maintain a professional image and behavior. Arrive dressed in uniform. Avoid eating, sitting, reading, Internet browsing, using a personal cell phone or other activities which are not work related.
ORGANIZATION RELATIONSHIPS: The Class Studio Member Advisor reports to the Class Studio Manager and Franchise Partner.
1) Knowledge, skills & abilities:
In-depth knowledge of sales practices and techniques
Must be energetic and possess a very friendly, outgoing personality and positive attitude
Possess strong interpersonal and communication skills, including telephone etiquette
Possess a strong customer service focus
Have a general understanding of Fitness Industry
Understand and follow oral and written instructions
Possess excellent customer service skills
Independent, self-starter with strong organizational skills
Must be a team player and possess a can-do attitude
Ability to multi-task and perform tasks with accuracy and attention to detail
Ability to work with computers.
Possess extreme attention to detail regarding the cleanliness and safety inside the gym
Must know and understand the proper use of chemicals and cleaning materials
Adhere to meal and rest break periods and must clock in and out for all shift times
Adhere to all safety rules
2) Minimum certifications/educational level:
High school diploma or GED preferred
Current CPR/AED certification
3) Minimum experience:
Must have 1 year of customer service and/or sales experience in health club, retail, hospitality or food service industry
Experience with multiple phone lines preferred
Basic computer skills
Able to effectively communicate verbally and in writing
4) Physical Requirements:
While performing the duties of this job, the employee is regularly required to stand.
Physical effort required for daily duties include lifting heavy weights, squatting, bending, reaching, spotting, and prolonged standing and walking. Must be able to frequently lift and/or move up to 45 lbs.
This position description intends to describe the general nature and level of work being performed by people assigned to this job. It is not intended to include all duties and responsibilities. The order in which duties and responsibilities are listed is not significant.