Receptionist, Customer Service​/HelpDesk

RECEPTIONIST – American Family Fitness

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

Reports to:

Front Desk Manager.

Criteria: CPR/AED certified within 60 days. 1 Year Customer Service Experience Preferred

• Get & keep members, perform duties according to company Mission, Vision, Pillars of Success, Service Standards, and business philosophy, continually providing optimal performance for net member growth, retention and club profitability.
• Provide highest quality customer service by greeting members with a welcoming, friendly, energetic, positive attitude and using members' names.
• Embrace and follow Service Standards, guidelines in AFF Training and Policy Manuals, and applicable department-specific handbooks.
• Know club's emergency response protocol, act accordingly, exercise sound judgment with safety as a priority.
• Arrive 5 minutes early, wear department‑specific uniform.
• Actively participate in all department and club meetings.
• Be a team player, contribute to club and organizational goals.
• Maintain open and honest communication with the team.
• 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 membership card, taking pictures and appropriately registering family members.
• Understand and administer the UPS system for Membership Directors.
• Answer phone within three rings and direct all incoming calls appropriately.
• Properly take phone messages.
• Record all reservations.
• Sign members up and check them in for required classes.
• Establish proficiency with member management system.
• Complete opening, closing, and cleaning checklists following management procedures.
• Inform 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 departments.
• Perform other duties as reasonably assigned.