Position Description

Results Coach

The Active Health Club Results Coach is an integral member of the Active Team as you have been selected to coach, guide and motivate the members toward their results on a 1 to 1 basis or group basis.

As an Active Results Coach, you help market, develop and grow personal training in the Club. Your efforts effect for the retention of members: the more members who personal train, the greater the Club's retention.

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 Coach Skipper

Objectives:

• To increase the number of members who are personal training clients.
• To develop new group programs to provide options to members and income to the club.
• To follow the club systems and protocols for personal training.
• To communicate verbally and non-verbally with members and Team Members on every visit.
• To present yourself as a professional in appearance and language.
• To maintain immaculate presentation and maintenance of the gym floor and equipment.
• Remain a Registered Certificate IV Personal Trainer.

Expectations:

• To be a pro-active Team member in growing personal training in relation to the number of clients. For example:
  • Sourcing prospecting opportunities in the community and within the Club;
  • Developing new products, programs and activities; and
  • Marketing personal training.

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 PTers - in regard to Team work
  • Results of Client Satisfaction Survey
  • Completed QC on 30 minute PT session: cardio and strength
  • Completed QC on a Complimentary Session
• Attend 'Touch Base' meeting.

6 Monthly

• Send 'Thank-you' cards to all clients

Monthly:

• Attend the Team Meeting.
• Contribute client results/achievements/photos.
• Know and contribute to the Club and Department goals.

Fortnightly:

• Complete the fortnightly administrative tasks:
  • Update Plus2 according to roster, appointments and changes.
  • Complete personal remuneration sheet.
• S2S meeting with a member of the Management Team to give update on goals, small projects, responsibilities and general communication.

Daily

• Complete your Day Book and be able to provide accurate information to the Managers.
• Conduct personal training sessions for club members whom are your clients.
• Design, update and supervise safe and effective programs for clients.
• Complete accurately, all necessary administration:
  • Day Book entries;
  • 'I care' emails;
  • Any other tasks deemed appropriate by the Management Team.
• Provide consistency between trainers in programming, service levels and exercise protocol.
• Complete a 'Walk through' of Active Health Club.
• Maintain the responsibilities outlined in the Team Member Handbook.
• 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
  • Keep equipment and floor area dust free
• Keep the change rooms clean and amenities fully stocked.
• Assist members, even when you are not rostered on or personal training.
• Keep the program folders looking respectable and in alphabetical order.
• Check and complete the Membership Record for client payments.

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

• All clients are financial PT clients - i.e. have paid their sessions after a conducting a session.
  • Note: If a client is not financial and a session is conducted, the trainer will receive no payment for the session.
• All clients' details on Plus2 are accurate - associations, payments, details.
  • " Note: If these details are not up to date, the trainer will be required to up date immediately.
• Accurately complete all necessary paperwork.
  • Note: If these details are not up to date, the trainer will be required to up date immediately.
• Key Performance Indicators, which may include but are not limited to:
  • Club retention rate - to be determined
  • People enrolled in Club programs determined by the Club Manager/Results Skipper
  • Renewal rate: 80%
  • Customer Satisfaction Survey results for the Personal Trainers
• 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…)
• 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

• Qualification:
  • Completed Cert IV Course
• Training:
  • Complete and 100% correct Orientation Manual
  • Complete QC on core tasks of the Gym Floor Protocol
  • Complete a QC on a standard 30 minute PT strength & cardio session
  • Complete a QC on a complimentary session
• 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:
  • 65% retention of clients for 2 months
  • Either a minimum of 12 clients or conducting 12 sessions per week¹
  • Conversion of 65% of complimentary sessions to clients², where a minimum of 10¹ complimentary sessions are conducted
    Notes -
    • ¹ This could be altered based upon availability of work hours.
    • ² A client is defined as a current client for retention where a minimum of 3 sessions are conducted but are considered a client for sales after 1 paid session.
• 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
  • Complete 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 a week for 3 consecutive months
    • Present a summary on your findings to the PT Manager on any 4 library publications (i.e. articles, audio clinics or research corner pieces)
    • Successfully complete 2 CEC exams on PTontheNet
  • Complete a new QC on a standard 30 minute PT strength & cardio session
  • Complete a new QC on a complimentary session
• 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 Program Coach 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

• Qualifications:
  • Complete Elite Personal Training Course
• Performance Standards:
  • Folder of correspondence to clients for the past 3 months
  • Either a minimum of 12 clients or conducting 12 sessions per week ¹
  • 80% retention of clients for 3 months
  • Conversion of 75% of complimentary sessions to clients², where a minimum of 10¹ complimentary sessions are conducted
    Notes -
    • ¹ This could be altered based upon availability of work hours.
    • ² A client is defined as a current client for retention where a minimum of 3 sessions are conducted but are considered a client for sales after 1 paid session.
• Member Feedback:
  • Receive an average of 4 member feedback forms (min.) per month for 2 months
• Team Member Feedback:
  • Receive an average of 4 team member feedback forms (min.) 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 week for 3 consecutive months
    • Present a summary on your findings to the PT Manager on any 4 library publications (i.e. articles, audio clinics or research corner pieces)
    • Successfully complete 3 CEC exams on PTontheNet
  • Complete a new QC on a standard 30 minute PT strength & cardio session
  • Complete a new QC on a complimentary session
• 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 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

Administration:
Administration tasks need to be completed - weekly, fortnightly or monthly:

• Program to be completed between sessions
• Completion of Day Book
• Number of clients at the end of the month
• Number of new clients - from complimentary session, PoS or just chatting
• Number of clients who did not renew and reasons why
• Updated availability to be given to Results Skipper
• Updated Plus2 of associated and unassociated members

• <14 clients - 30 minutes per fortnight
• 15 - 19 clients - 1 hour per fortnight
• 20 - 24 clients - 1.5 hours per fortnight
• 25 - 29 clients - 2 hours per fortnight
• 30 - 34 cleints - 2.5 hours per fortnight
• 35 - 39 clients - 3 hours per fortnight
• 40 - 44 clients - 3.5 hours per fortnight
• 45 + clients - 2 hours per fortnight

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 personal trainer. 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.