Position Description

Membership Consultant

The Active Health Club Membership Consultant is an integral member of the Active Team as you have been selected to discover the reason individuals, groups and companies want to join a health club, want to remain part of the club, promote reasons to stay a member and work on regaining them as a member.

Your position directly affects the success of Active Health Club. You are critical to the growth of the membership base.

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 have guests start on a membership program.
• To do your very best to try and keep all members, presenting membership options.
• To generate leads from various sources.
• To ensure there is always a competent sales Team Member working.
• To communicate effectively with other Team members.

Expectations:

• To be a pro-active Team member in growing the number of leads. For example:
• Developing guerilla marketing opportunities
• Growing the profile of Active in the community

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 Front Desk Leaders – in regard to Team work
• Attend ‘Touch Base’ meeting.

4 Monthly

• Obtain a minimum of 30 completed Customer Satisfaction Surveys.

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.
• Contact venues of lead generation activity.
• Complete personal remuneration sheet.

Weekly

• Complete the weekly administrative tasks.
• Attend Membership Sales meeting.

Daily

• Complete all daily administrative tasks:
  • Complete a walk-thru of the club prior to beginning shift
  • Personal sales figures – membership activity record, guest register and needs analysis, sales and enquiries.
  • Ensure all tours, trial workouts, guests and new members receive a thank you card.
  • Plus any additional tasks as delegated.
• Handle all incoming enquiries walk in guests and incoming calls.
• Follow up calls from the 1-31 folder / 28 day calls / promotional calls.
• Ensure the telephone is answered within three rings with: “Thank you for calling Active Health Club, this is . . .”
• 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 the Active Health Club in regard to member numbers and fortnightly dues.
• Ensure all members using the Club are financial – i.e. memberships are current.
• That leads are being generated from outsourcing
• Accurately complete all necessary paperwork.
• Key Performance Indicators, which may include but are not limited to:
  • Incoming calls to appointments: 70%;
  • Tours to sales: 60%;
  • Sales per fortnight: 20
  • 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

Note: It is possible to have a wage greater than Membership Consultant 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 Membership Consultant. 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.