Receptionist, Customer Service​/HelpDesk

Objectives:
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 days1 year customer service experience preferred

As an AFF team member, responsibilities include, but are not limited to:

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  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 logAs a Welcome Desk team member, responsibilities include, but are not limited to:

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.
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