RECEPTIONIST

at  American Family Fitness

Objectives: To properly greet, assist and service current and potential members as they enter the club.
Reports to: Front Desk Manager
Criteria: CPR/AED certified within 60 days
1 year customer service experience preferred

AS AN AFF TEAM MEMBER, RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:

• To get & keep members
• Perform duties according to the companys Mission, Vision, Pillars of Success, Service Standards, and business philosophy, and continually provide optimal performance for the net member growth, retention and club profitability.
• Provide the highest quality of customer service to all members by greeting them with a welcoming, friendly, energetic and positive attitude at all times. Use the members name as often as possible.
• Embrace and follow the company Service Standards, the guidelines outlined in the AFF Training and Policy Manuals, and any applicable department-specific handbooks.
• Know the clubs emergency response protocol and be prepared to act. Exercise sound judgment with safety as a priority.
• Arrive to work 5 minutes early. Wear department-specific uniform.
• Actively participate in all department and club meetings.
• Be a team player by contributing to both club and organizational goals.
• Maintain open and honest communication with the team, partnering together as fitness professionals.
• Read and sign the communication log

AS A WELCOME DESK TEAM MEMBER, RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:

• Smile and acknowledge all guests and members exiting the club
• Understand and implement guest policy
• Monitor member check-in by checking their membership card, taking pictures and properly checking in family members
• Understand and administer the UPS system for the Membership Directors
• Efficiently answer phone within three rings and direct all incoming calls appropriately
• Properly take phone messages
• Record all reservations
• Sign members up and check members in for required classes
• Establish proficiency with member management system
• Complete opening, closing and cleaning checklists and follow procedures as outlined by management
• Inform all members of upcoming activities, promotions, and policy changes.
• Maintain a clean and attractive front desk area
• Complete all administrative and support duties assigned within and across all departments
• Perform other duties as reasonably assigned.