Job Summary
The Brand Excellence Agent will be responsible for assisting in the oversight of gym operations to ensure an exceptional “Judgement Free” member experience as well as a financially successful club.
This position requires an adaptable individual able to occupy various shift roles from Thursday through Sunday. The Brand Excellence Agent is expected to exhibit mastery of all shift roles and provide evaluation / oversight support of all shifts roles scheduled from Thursday through Sunday.
When feasible, the Brand Excellence Agent is also expected to provide community outreach extension and local promotional or sponsorship support on behalf of the franchise. The individual is expected to assist the Club Manager in pursuit of operational objectives and staff level support. This equates to being able to support the Club Manager in occupying shifts in a backup capacity.
Essential Duties and Responsibilities
Assist in recruiting, hiring, training and developing a high performing staff consisting of Member Service Representatives, and Personal Trainers.
Assist in maintaining a welcoming atmosphere for all members, prospective members and guests and ensuring staff follows superior customer service guidelines.
Assist with Staff Management and provide backup support to Club Manager as needed.
Assist in scheduling and supervising staff.
Member service oversight - Ensuring staff is providing a superior customer experience at all times
Assist in resolving or escalating employee issues or concerns
Involved in all front desk related activities including:
Answer phones in a friendly manner and assist callers with a variety of questions.
Check members into the system
New member enrollment
Take prospective members on tours
Facilitate all member requests, issues and questions.
Assist in overseeing cleanliness and maintenance of facility.
Assist in ordering of supplies using specific budget based on club requirements.
Assist in tracking statistics and reports (weekly, monthly, and annually).
Backup support for any employee who is absent
Qualifications/Requirements
Superior customer service skills, preferably in the fitness industry.
Experience working as a Member Service Representative at Planet Fitness.
Solid supervisory, diplomacy and listening skills.
Basic computer proficiency (Microsoft Suite).
Hard working, enthusiastic and energetic!
Strong problem resolution skills.
Current CPR Certification required
High school diploma/GED equivalent required
Must be 18 year of age or older
Physical Demands
Continual standing and walking during shift.
Continual talking in person or on the phone during shift.
Must be able to occasionally lift up to 50 lbs.
Will occasionally encounter toxic chemicals during shift.
<p style="font-size: 8pt;"><em>Employees at a franchise location are employed by the Franchisee and are not employees of PFHQ (the Franchisor). PFHQ neither dictates nor controls labor or employment matters for franchisees or their employees, and does not retain any reserved authority to control the terms and conditions of employment for franchisees or their employees. Each franchisee is responsible for ensuring compliance with local, state and federal law.</em></p>