Position Description
Front Desk Leader
The Active Health Club Front Desk Leader is an integral member of the Active Team as you have been selected to warmly meet, anticipate the member’s needs and fondly farewell them on their every visit to Active Health Club..
Your position directly affects the profitability and success of Active Health Club. You are critical in the management of the membership database including the updating of banking and accounting records.
You will also discover the reason companies and individuals want to join a health club: the goals they have, their motivation, needs and how Active Health Club can help them achieve their goals.
The way in which you communicate to every individual: Team, members and guests directly affects adherence, retention, new sales and each individual’s perception of Active Health Club.
Position’s Mission Statement:
To create magical Active experiences for the team, members and club guests
Report To:
Club Manager.
Objectives:
- To provide 5-star customer service to every member and guest when they arrive and depart.
- To follow the systems and protocols, which enable the Front Desk to operate accurately, efficiently and effectively.
- To resolve member or guest’s needs quickly.
- To have individuals get started on membership programs.
- To maintain immaculate presentation of the Front Desk area.
- To communicate effectively with other Team members.
Expectations:
- To be a pro-active Team member in growing non-membership income. For example:
- Developing new products, programs and activities; and
- Improving your skills to be able to promote and sell current service
Responsibilities:
Annually
- Attend Job Appraisal meeting and complete any preparation prior to the meeting. The appraisal will consist of:
- Comments from the Management Team – in regard to contribution to club operations and club goals.
- Comments from fellow Front Desk Leaders – in regard to Team work
- Results of Client Satisfaction Survey
- Completed QC on core aspects of Front Desk
- Attend ‘Touch Base’ meeting.
4 Monthly
- Obtain a minimum of 20 completed Customer Satisfaction Surveys for full time and 15 for part time Team Members.
Monthly
- Complete the monthly administrative tasks.
- Attend the Team Meeting.
- Contribute member results/achievements/photos.
- Know and contribute to the Club and Department goals.
Fortnightly
- Complete the fortnightly administrative tasks:
- Complete personal remuneration sheet.
Weekly
- Complete the weekly administrative tasks.
- Role play with the Club Manager or Membership Consultant an incoming call and price presentation.
- S2S Meeting with a member of the Management Team to give update on goals, small projects, responsibilities and general communication
Daily
- Complete the daily administrative tasks.
- Help members from a standing position.
- Keep an accurate record of member visits by logging all members onto the computer.
- Answer the telephone within three rings with: “Thank you for calling Active Health Club, this is . . .”
- Balance the till at the end of every shift.
- Skillfully handle all enquiries regarding the Club, its services and its facilities.
- Conduct tours of the Club for interested guests.
- Complete a 10 minute ‘Walk through’ of Active Health Club.
- Maintain the responsibilities outlined in the Team Member Handbook.
- Keep the change rooms clean and amenities fully stocked.
- Any delegated task.
Retention Responsibilities
- The word of mouth promotion of Club events and programs.
- Educate the members about the services that are provided at Active Health Club.
- Resolve member’s questions, queries and problems within 24 hours.
- Speak with all members by name.
Accountability
- Consistently growing Active Health Club in regard to member numbers and monthly dues.
- Ensure all members using the Club are financial – i.e. memberships are current.
- Ensure all members’ details on Visual Business are accurate.
- Accurately complete all necessary paperwork.
- Key Performance Indicators, which may include but are not limited to:
- Incoming calls to appointments: 50%;
- Tours to sales: 50%;
- People enrolled in Club programs: 5
- Other KPI’s as determined by the Management Team on a monthly basis.
- To know 60% of the member’s names in the Club, at any one time.
- Contact the appropriate repairman within 2 hours of machines, equipment or facilities breaking down (e.g. treadmills, cardio theatre, cables etc…)
- Exceed the member’s expectations consistently.
Wage Structure
| |
Annual Salary |
Casual Hourly Rate |
| Front Desk Trainee |
|
$12.50 |
| Front Desk Level 1 |
Maximum $30,160 |
Maximum $14.50 |
| Front Desk Level 2 |
$32,032 |
$15.40 |
| Front Desk Level 3 |
$35,360 |
$17.00 |
Front Desk Leader
Level 1 |
Completed QC on core aspects of the Front Desk.
Completed New Team Member Checklist of activities.
Completed basic Membership training.
Completed minimum of one week of unsupervised shifts and showed competency in Job Description. |
| |
|
Front Desk Leader
Level 2 |
Worked at Active for a minimum of 3 months.
Competency in all aspects of Front Desk administration
Attended a minimum of 1 Impact Training sessions
Completed basic Gym Floor & Membership Training programs
Completed QC on core Front Desk tasks.
Completed QC on membership sales tasks.
55% closing ratio on new membership sales for 2 consecutive months, where conducting more than 10 tours a month
Completed First Aid Certificate |
| |
|
Front Desk Leader
Level 3 |
Achieved a personal 3 month goal for non-membership income, based upon previous year figures.
55% closing ratio on new membership sales for 5 consecutive months, where conducting more than 10 tours a month
Positive contribution to the last Club Goal.
Completed QC on core Front Desk tasks.
Completed QC on Membership tasks.
Competency to train Team Members in basic aspects of Front Desk operations
Competency in a specific area of Front Desk: processing of monthly dues, membership sales support, or as determined by the Manager.
Current First Aid Certificate |
Note: It is possible to have a wage greater than Front Desk Leader Level 3. This will be based upon consistent performance in KPI’s, contribution to club income and operations and will be at the discretion of the Directors and Management Team.
Confidentiality
At all times treat and keep confidential all information that is the property of Active Health Club that has not lawfully entered the public domain, which includes but is not limited to the names and other information contained within the Active Health Club’s database, which you may become aware of during the course of employment. For the purpose of definition, database refers to but is not limited to:
- Names, addresses, e-mail addresses, phone numbers, financial information of members and potential members.
You shall not use or divulge any of the above information either during the period of employment, other than:
- In the ordinary course of employment; and
- With the Club Manager’s prior written consent.
For more details in regard to confidentiality see the Active Team Handbook – January 2006.
Failure to Fulfil Responsibilities & Meet KPI’s
Failure to fulfill any responsibility will mean an immediate job warning in regard to only the role as a Front Desk Leader. This warning will not affect the role as a Team member in any other area, unless so determined by the Directors that the failure was so serious then the job warning may be for other club roles.
The job warning does not have an expiry date. A further indiscretion will mean that termination is possible.
For more details in regard to termination see the Active Team Handbook – January 2006.
|
|
