Position Description

Program Coaches

The Active Health Club Program Coach is an integral member of the Active Team as you have been selected to generically coach, guide and motivate the members toward their results. You:

• Write the programs for members;
• Monitor their progress;
• Correct their form;
• Answer questions in regard to their exercise program; and
• Most importantly ensure they follow their program regularly.

You are directly responsible for the results that the members achieve and therefore the success of Active Health Club.

Your position directly affects the retention of Active Health Club. When you motivate members to use the Club, they will gain results and with results and usage members remain members. Your input into this aspect of the business is critical for success.

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:
Results Skipper

Objectives:

• To provide 5-star customer service to every member and guest when they are on the gym floor.
• To write safe and effective exercise programs.
• To follow the systems and protocols, which enable the Gym Floor to operate accurately, efficiently and effectively.
• To present yourself as a professional in appearance and language.
• To maintain immaculate presentation and maintenance of the gym floor and equipment.
• To communicate effectively with other Team members.

Expectations:

• To be a pro-active Team member in keeping our members motivated to come to the Club.  For example:
• Introducing them to personal training.
• Contacting low users.
• Any other ideas you may have to keep the members coming to the club regularly.

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 Team Members in regard to Team work.
  • Results of Client Satisfaction Survey.
  • Completed QC on core aspects of being a Program Coach.
• Attend ‘Touch Base’ meeting.

Monthly

• Complete the monthly administrative tasks.
• Attend the Team Meeting.
• Contribute member results/achievements/photos.
• Know and contribute to the Club and Department goals.
• Role play with the Club Manager or Membership Consultant an incoming call and price presentation.

Fortnightly

• Complete the fortnightly administrative tasks:
• Update Plus2 according to roster, appointments and changes.
• Complete personal remuneration sheet.

Weekly

• Complete the weekly administrative tasks.
• S2S Meeting with a member of the Management Team to provide an update on goals, small projects, responsibilities and general communication.

Daily

• Complete the daily administrative tasks:
  • Keep the day book up to date.
  • Complete a 10 minute ‘Walk through’ of Active Health Club prior to shift beginning.
  • Keep the change rooms clean and amenities fully stocked.
  • Keep the Members Lounge clean and tidy.
  • Conduct daily risk assessment of equipment – i.e. that all equipment is working, cables are not fraying, Swiss balls are not deflated or nicked, etc.
  • Tidy the program cards and ensure they are in alphabetical order.
  • Enter KPI details.
• Maintain excellent Time Management with appointments and use their name:
  • Be prepared to meet your appointments on time.
  • Complete all appointments on time.
• Design, update and supervise safe and effective programs.
• Supervise the gym floor through personal contact to ensure members are exercising safely.
• Contact members that you designed a program for who have not been into the Club for 14 days.
• To ensure all shifts hours you are performing one of the following:
  • Daily retention tasks
  • Conducting workshops
  • Contacting non-user members
  • Cleaning
• Maintain an immaculate presentation of the equipment and the gym floor area. Cleaning tasks include, but may not be limited to:
  • Wipe down all equipment with disinfectant
  • Free weights on racks and in correct order
  • Unload plate equipment and store plates on appropriate racks
  • Pick up scrap paper and tissues on the floor
    

Retention Responsibilities

• The 3 Days of 5 Star Service:
  • Monday - Mini-surveys
  • Wednesday - Fruit runs
  • Thursday - Teach a member something new
• 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

• No injuries from equipment or programming.
• Consistently growing Active Health Club in regard to member numbers and monthly dues.
• Accurately complete all necessary paperwork.
• Personal Key Performance Indicators, which may include but are not limited to:
  • 60% of members who you designed an initial program for, using the club a minimum of 18 times in the first 12 weeks of membership
  • Appointment hours to appointments: 75%
  • People enrolled in Club programs determined by the Club Manager/Results Skipper
  • 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 (eg treadmills, cardio theatre, cables etc…)
• To make sure the gym floor passes the “Grit and Grim Test” in your shift.
• Exceed the member’s expectations consistently.

Wage Structure

To Move from Trainee Wage to Level 1

• Training:
• Complete and 100% correct Orientation Manual
• Complete QC on core tasks of the Gym Floor.
• Club Knowledge:
• Score 100% on Club Orientation Questions

To Move From Level 1 To Level 2

• Tenure of Employment:
• Work at Active for a minimum of 3 months.
• Performance Standards:
• Reaching the KPI’s for this role
• Positive feedback from 15 members randomly selected who have their program designed by you in the past 3 months
• Member Feedback:
• Receive an average of 2 member feedback forms (min.) per month for 2 months
• Team Member Feedback:
• Receive an average of 2 team member feedback forms (min) per month for 2 months
• Training
• Completed all activities on the New Team Member Checklist
• Attend a minimum of 1 skin to skin training sessions in the past 3 months
• PTontheNet
• Access PTontheNet a minimum of once every 2 weeks for 3 consecutive months
• Present a summary on your findings to the PT Manager on any 3 library publications (i.e. articles, audio clinics or research corner pieces)
• Successfully complete 2 CEC exams on PTontheNet
• Complete a new QC on core tasks of the Gym Floor.
• Complete a QC on membership sales tasks.
• Club Contribution
• Positive contribution to the Club Goal – determined by the Managers
• 100% attendance at Team Meetings for the past 3 months
• 100% attendance at 1 to 1 Meetings with your Manager for 3 months

• Club Knowledge:
• Score 100% on Club Orientation Questions

To Remain Level 2

• Remuneration levels will be reviewed in July and January
• If 4 of the 7 are achieved in the previous 6 months then remuneration will remain the same
• 100% attendance at Team Meetings: minutes will confirm attendance
• 100% sign off on ‘walk thru’s’ & uniform presentation: Day books will confirm
• Completion of all reports on time: manager will keep record of this
• Achieve the minimum number of members participating in all programs conducted in the previous 6 months: manager will keep record
• Receive an average of 2 member feedback forms per month (min.) for the previous 6 months: manager will keep record
• Receive a minimum average of 2 team member feedback forms (min.) per month for the previous 6 months: manager will keep record
• 100% completion of PTontheNet tasks: manager will keep record of this

To Move From Level 2 To Level 3

• Performance Standards:
• Reaching 10% above the KPI’s for this role for 3 months
• Positive feedback from 15 members randomly selected who have their program designed by you in the past 3 months
• Member Feedback:
• Receive an average of a minimum of 4 member feedback forms per month for 2 months
• Team Member Feedback:
• Receive an average of a minimum of 4 team member feedback forms per month for 2 months
• Training
• Attend a minimum of 1 skin to skin training sessions in the past 3 months
• PTontheNet
• Access PTontheNet a minimum of once every 2 weeks for 3 consecutive
• Present a summary on your findings to the PT Manager on any 6 library publications (i.e. articles, audio clinics or research corner pieces)
• Successfully complete 3 CEC exams on PTontheNet
• Complete a new QC on core tasks of the Gym Floor.
• Complete a new QC on membership sales tasks.
• Club Contribution
• Positive contribution to the Club Goal – determined by the Managers
• Competency to train Team Members in basic aspects of Gym Floor operations
• 100% attendance at Team Meetings for the past 3 months
• 100% attendance at 1 to 1 Meetings with your Manager for 3 months

• Club Knowledge:
• Score 100% on Club Orientation Questions

To Remain Level 3

• Remuneration levels will be reviewed in July and January
• If 4 of the 7 are achieved in the previous 6 months then remuneration will remain the same
• 100% attendance at Team Meetings: minutes will confirm attendance
• 100% sign off on ‘walk thru’s’ & uniform presentation: Day books will confirm
• Completion of all reports on time: manager will keep record of this
• Achieve the minimum number of members participating in all programs conducted in the previous 6 months: manager will keep record
• Receiving an average of 2 member feedback forms (min.) per month for the previous 6 months: manager will keep record
• Receiving an average of 2 team member feedback forms (min.) per month for the previous 6 months: manager will keep record
• 100% completion of PTontheNet tasks: manager will keep record

Note:   It is possible to have a wage greater than Program Coach Level 3.  This will be based upon KPI performance, contribution to member retention and club operations.  It 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 an Exercise Specialist.  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.