Description

Front Desk Team Member Job Description and Performance Expectations

The Front Desk is the hub of the club where positive first and last impressions are made for every member or guest during every visit. As a Front Desk Team Member, you are the first point of contact and must be friendly, cheerful and eager to help. Making eye contact, smiling and using names are the key behaviors of WAC service. This is not a behind the scenes position you are on the front-line having fun and connecting with your team, club members and guests. You make relationships with members and guests you see every day, while providing best in class service via aggressive hospitality. Team members and club members rely on you to keep the club running efficiently and effectively. You have an incredible opportunity to let your personality shine and develop within WAC.

Daily Operations

• Use smiles, names and eye contact when greeting every member and guest.
• Display a member first attitude by not only being raving fans of WAC, but also for creating raving fans; we are all responsible for attracting and retaining members.
• Work a minimum of two shifts per week.
• Responsible for owning your shifts must work your shift or find coverage.
• Protect the integrity of the WAC membership by checking in every member and guest that walks in.
• Attend a variety of the classes/activities, providing recommendations to members.
• Leave positive first and last impressions.
• Efficiently and effectively handle multiple responsibilities.
• Maintain cleanliness of club and locker rooms during shift.
• Attend department-specific meetings.
• Proactively communicate scheduling requests and changes to your Manager or Team Lead.
• Be available for regular communication with Team Members and Service Manager.

Team

• Catch members and Team Members doing things right and hand out WAC Bucks.
• Participate in 90-day review and ongoing Team Member evaluations.
• Pursue ongoing personal and professional development and share what you learn with others.
• Update schedule availability timely and provide coverage for Team Members when you are able.
• Be a team player strive to help out wherever and whenever possible.

Safety

• Know Safety Plan and Emergency Action Plan.
• Own and immediately resolve problems to ensure member and guest safety.
• Follow all insurance, liability and incident report procedures.
• Report broken equipment and building concerns immediately to GM and Maintenance department.

Financial

• Process accurate payments for all classes, personal training, massages, and Pro-Shop items.
• Replenish stock of beverages, health products and Pro-Shop items during shift to provide complete range of options while promoting sales.
• Clock in and out during your scheduled shifts to ensure payroll accuracy.

Income Generation

• Promote promotions, programs and events, which leads to revenue growth.
• Up-serve or recommend additional services of interest to our members at point-of-sale.

Programming

• Sign up for upcoming programs, activities and events to increase product knowledge.
• Participate in community organizations and positive social media to actively promote club.
• Utilize the program process when creating and evaluating programs and events.

New Member Integration & Retention

• Welcome and connect with new members and guests.
• Utilize the 5-foot rule if you are within 5 feet of a member, engage them with a WAC greeting.
• Encourage and integrate new members into the club via programs and activities.
• Assist in scheduling new members into the retention program.
• Be personally committed to fitness by actively going through the retention program sessions.

Qualifications