Position Title: Program/Membership Advisor
Requirements: Fluent in English
Proficient reading and writing skills
Special Skills: Good communication skills
Strong customer service skills
Follow the Crunch Weigh Sales Script and Enroll New Members
Upgrade current members
Activate new members
Meets daily, weekly and monthly Individual Membership Goals as set forth by Management.
Determine the desires, wants and needs of the prospective member by performing a proper Needs Analysis on all Qualified Guests via the Guest Courtesy Card.
Provides information to prospective members in person or over the phone regarding club facilities and programs that suit their individual desires, wants and needs.
Converts telephone inquiries into club visits.
Gives tours and trial memberships to prospective members. Effectively demonstrates equipment and facilities. Guides the prospective member through the decision-making process. Creates desire for prospective members to join club and aggressively inspires them to join.
Upgrades existing memberships to memberships of a greater value, by adding family members and providing personal training packages and group training sessions.
Fills out all paperwork required for accurate membership sales and records. Meets daily, weekly, monthly and quarterly sales goals.
Generate a minimum of 5 contacts per inactive hour via the following: Phone, Email, Texting, Social Media (specifically LinkedIn)
Come to work prepared with a minimum of 5 pre-booked appointments for the shift.
Solicits prospective members outside the club at least 1 hour per day in the mid afternoon and scheduled in data track
Internally distributing guest passes, asking for referrals,
Follows-up on all prospects with effective telephone and mail contact to invite and inspire them to visit and join the club.
Creating 3-5 events in the club per month 1 per week
Follow the three steps of service
Greet all members & their guests use their name and wish them a good workout
Exceed expectations and suggestive sell
With a smile, wish them well as they exit the club
Check in all members and guests in accordance with company procedures
Ensure all members are participating in services and programs according to their level of membership
Facilitate any messages on club software at member check-in
Observes ABC screen to book kick-offs
Identify opportunities where you can promote higher level memberships and programming
Facilitate all member requests or forward to a manager, assistant manager or manager on duty
Get feedback on group fitness classes and programs we have running and provide to management
Calls members as prescribed in the Club Management System to ensure member satisfaction and usage.
Runs low usage reports, new member calls and birthday calls for the purpose of generating kickoff, referrals and fostering member usage to avoid cancellations.
Handle all cancellations requests and propose lifeline and alumni programs (saves)
Greet guests promptly and courteously
Communicate special events to members and guests
Explain membership options to guests and ask them if they would like to enroll
Ensure all first time guests are taken through a tour
Follow up with all guests
Serve as a mentor and teacher to the Member Service Reps as it relates to them achieving benchmarks
Assist with Managing the Member Service Reps (scheduling, compliance, training)
Answer phones in courteous, helpful, professional manner
Master the use of the CMS system
Maintain professional disposition at all times
Schedule member services: tanning, etc.
Facilitate payment of member services in accordance with company procedures
Know club facility, services, programs and schedules
Maintain a clean and organized work area
Assist in all projects as delegated by club management
Follow all policies and procedures in the Employee Handbook
Take the initiative to learn opening and closing duties