Description

Under the direction of the Club Manager, the Front Desk Agent works at the North and South Club and is primarily responsible for welcoming members into the Club while exhibiting an enthusiastic and professional attitude. The employee is responsible for monitoring member check ins and charging member accounts as services and/or products are sold. This individual is always patient and courteous with an outgoing personality and has a unique ability to exercise good judgment while providing excellent customer service. This position also provides substantial support to the Group Fitness, Membership and Tennis Departments. The Front Desk Agent is responsible for withholding an expectation of cleanliness at the desk and in the fitness areas.

Duties / Responsibilities

• Fulfills all opening/mid-day/closing checklists to ensure efficient daily operations and secure closings
• Cheerfully acknowledges and greets everyone who comes into the Club
• Checks in members/guests, verifies membership status and assists the members and/or guests with any inquiry
• Obtains signed waivers and photos for members and/ or guests, as required
• Professionally handles communications to members with regards to inquiry and membership account questions
• Responds to member and/or guest inquiries according to Club policies and procedures
• Follows Club policies and procedures regarding member/guest activities and politely but firmly enforces those policies
• Registers participants into programs, collects applicable fees while verifying accurate information
• Professionally handles all incoming calls and directs them to the appropriate staff, if needed
• Handles tennis court reservations check ins and collection of applicable fees, if any
• Handles Training and Pilates session check ins
• Follows all outlined accounting and cash handling policies and procedures
• Properly handles Lost & Found items per outlined policies and procedures
• Assigns lockers and collects fees, if any
• Provides secondary support for Housekeeping by tidying member/guest areas, rolling towels, proactively addressing issues and any other needs
• Maintains a neat and organized and debris-free desk area
• Alerts appropriate MGMT team member of deliveries in a timely manner
• Moves throughout the shift with purpose; no personal cell phone usage during shift
• Actively engages with members as they leave the facility
• May at times be asked to support special events within Club
• Complies with Club’s employee handbook manual, departmental policies and procedures and with all applicable federal and state employment laws
• Participates and fulfills all requirements set forth in the Continuing Education Curriculum (Woodside University) Program
• Completes all other duties as directed/assigned

Qualifications

Job Standards

Any combination of education and experience providing the required skill and knowledge is qualifying. Typical qualifications would be equivalent to: Education/

Experience:

• High School Diploma or equivalent required
• Minimum of 1 year of customer service experience is required
• Basic math and above average computer skills (Microsoft, Excel, Word, Outlook, POS systems)
• Professional appearance and demeanor
• Reception experience is preferred

Skills:

• Professional, friendly, outgoing personality and enjoy social interaction
• Excellent customer service and strong communications skills
• Ability to use computers and related technology efficiently and learn applicable Club software systems
• Time management and organizations skills: ability to multitask
• Judgment and problem-solving skills
• Attentive to detail

Licenses/Certifications:

• Valid Driver’s License - or reliable transportation to work
• CPR and/or First Aid/AED Training preferred

Special Requirements:

• Regular and predictable attendance is required – must be reliable
• Ability to stand for the entire shift
• Ability to move or lift as much as 50 pounds on a regular basis
• Ability to communicate well both verbally and in written form