Receptionist, Customer Service​/HelpDesk

Job Location

Glen Allen-Ashland - Glen Allen, VA 23059

To properly greet, assist and service current and potential members as they enter the club.

Front Desk Manager

• CPR/AED certified within 60 days
• 1 year customer service experience preferred

• To get & keep members
• Perform duties according to the companys Mission, Vision, Pillars of Success, Service Standards, and business philosophy, and continually provide optimal performance for the net member growth, retention and club profitability.
• Provide the highest quality of customer service to all members by greeting them with a welcoming, friendly, energetic and positive attitude at all times. Use the members name as often as possible.
• Embrace and follow the company Service Standards, the guidelines outlined in the AFF Training and Policy Manuals, and any applicable department-specific handbooks.
• Know the clubs emergency response protocol and be prepared to act. Exercise sound judgment with safety as a priority.
• Arrive to work 5 minutes early. Wear department‑specific uniform.
• Actively participate in all department and club meetings.
• Be a team player by contributing to both club and organizational goals.
• Maintain open and honest communication with the team, partnering together as fitness professionals.
• Read and sign the communication log.

• Smile and acknowledge all guests and members exiting the club.
• Understand and implement guest policy.
• Monitor member check‑in by checking their membership card, taking pictures and properly checking in family members.
• Understand and administer the UPS system for the Membership Directors.
• Efficiently answer phone within three rings and direct all incoming calls appropriately.
• Properly take phone messages.
• Record all reservations.
• Sign members up and check members in for required classes.
• Establish proficiency with member management system.
• Complete opening, closing and cleaning checklists and follow procedures as outlined by management.
• Inform all members of upcoming activities, promotions, and policy changes.
• Maintain a clean and attractive front desk area.
• Complete all administrative and support duties assigned within and across all departments.
• Perform other duties as reasonably assigned.