Member Experience Front Desk Associate

• Base Pay $12.00 / Hour
• Job Category Customer Service, Administrative, Front Desk
• Employee Type FT Non-Exempt
• Required Degree High school
• Manage Others No

The X3 Sports Front Desk Staff are an integral member of the X3 Sports team, responsible for helping to facilitate a welcoming, caring, healthy and safe environment and promoting a sense of community internally and externally with members, employees, and the general public. The Front Desk Staff work at the Club’s front desk, assisting in the administration, service, and security of the Club.

As the first point of contact to members, guests, persons in and outside of the X3 Sports community, and employees, the Front Desk Staff must demonstrate professionalism and strong customer service abilities at all times by responding quickly, efficiently, and effectively in all situations. The Front Desk Staff play a critical role in ensuring the success of X3 Sports.

To provide a warm welcome and information on X3 Sports’ services to the general public, guests, members, and employees and to assist in the smooth running and operations of assigned Club.

Key results areas of the Front Desk Staff position are customer service and administrative duties.

• Strong communication and interpersonal skills
• Polite and courteous manner regardless of the situation
• Relationship Building Skills
• Flexibility
• Accommodating to the needs of others
• Ability to calmly manage difficult situations, guests, members, and/or employees
• Excellent organizational skills
• Ability to balance and manage conflicting demands and situations
• Commitment to and knowledge of X3 Sports
• Basic computer and math skills
• Willingness to go the extra mile especially at busy times
• Belief in a high level of customer service
• Ability to multitask
• Patient, courteous, empathic listener
• Enthusiastic approach to all aspects of the position
• Friendly, helpful, and happy personality
• Neat appearance
• Experience handling cash and credit card transactions and reconciliation of cash drawer
• Attention to Detail

Position is housed at assigned Club with potential for cross-club assignments; schedules and times are subject to change based on Club and Complay need. Shift hours are variable and may include any hours between 6AM to 8PM, Monday through Thursday; 6AM to 7PM Friday; and 9AM to 1PM Saturday.

Reports to the General Manager;
No direct reports.

• E3…Exceeding Expectations Everyday by providing exceptional customer service
• Answering the phone with a smile
• Greet everyone entering and exiting the building
• Address and rectify member issues when possible
• Speak clearly and respectfully
• Address members by name
• Maintain confidentiality

• Open and/or close club
• Handle all incoming calls
• Check in members and verify membership standing
• Register guests/prospects and channel to PT or Sales
• Check voicemail and forward as necessary
• Address and rectify (when possible) or refer to correct person any member issues
• Understand and accurately use CRM
• Notate all member contacts and follow-up actions in CRM
• Man the front desk and reception area
• Keep front desk, reception area, kitchen, bathrooms, supply closet/laundry, and pro shop area neat, clean, well-organized, and fully stocked
• Keep guest gear clean, sanitized, and well-organized
• Keep front glass areas clean
• Reconcile POS at start and end of shift
• Control “people traffic” in the front desk area and reception area
• Actively sell pro shop merchandise

• Higher level of Member Concern Handling
• Places New Inventory Orders
• Conducts Ongoing Training for Front Desk Staff
• Club Training for All New Front Desk Staff