Greet Team Lead

Defined Fitness Inc • Full-time • United States, New Mexico, Santa Fe • 5d ago

The Greet Team lead Position is a crucial part to our business as it bridges a gap from our hourly employees to our leadership team and is expected to demonstrate the highest level of performance and excellence in the Greet Department. The ideal Greet Team Lead is someone who exemplifies all four of our CORE values DRIVE, DELIGHT, DETAIL and DEVELOP. The Greet Team Lead will partner with all leadership managers, at their respective facility, to provide a best-in-class, member-centric experience that strengthens member relationships and builds member retention. Additionally, the Greet Team Lead will lead by example in driving production, instilling a positive culture and ensuring that our facilities are properly being maintained every day.

Essential Functions & Responsibilities:
 Ensure members receive friendly greeting/check in and prompt attention to needs

 Monitor check-ins to identify delinquent accounts and notify Greet Team Manager

 Promptly answer phones in a courteous and professional manner while utilizing proper phone greeting techniques

 Address incoming call requests and/or take detailed message ensuring incoming callers name is noted for personnel receiving the message.

 Ensure registration of all Telephone Inquiries into script pad as well as the Master Production Tracker.

 Transfer all incoming calls for personal training to appropriate Fitness Consultant

 Audit of Telephone Inquiries to ensure that prospective appointment was correctly booked.

 Engage members with Defined Fitness Products and Offers such as personal training & group exercise classes content.

 Maintain relationships with members by utilizing their names to help serve as a resource in any questions or concerns they may have and appropriately directing them to applicable resource.

 Provide a clean, friendly and well maintained club to members and guests and help familiarize new & existing members with their home club.

 Responsible for providing prospective members with tours of the facility and be able to describe the facility, equipment, services and amenities that directly tie back to their individual fitness needs and goals.

 Correct registration of guests into membership platform

 Communicates membership and fitness offers in a clear and concise manner using Company provided presentation tools.

 Effectively, professionally and accurately sign up prospective members using Company sales techniques and protocols

 Adheres to specific Membership Agreement Procedure when enrolling members and guests.

 On-boards new members successfully and assist with all member retention activeness in order to drive club profitability

 Consistently achieves or exceeds personal and team sales goals

 Generate Leads & new business internally through member promotions, referrals, dissemination of guest passes and contacting leads generated via phone.

 Consistently achieve or exceed personal productivity goal.

 Communication of special events to members and guests

 Assisting in collection & tracking of members payments through the A/R Report

Daily KPI Requirements:
 Number of Calls Made: 45 in Total

 Number of Appointments Booked: 5 in total

 Number of Showcases completed: 4 in total

 Number of New Member Units Acquired: 3 in total

 Number of 3 Packs Acquired 1 in total

 Number of Referrals Received: 2 to 1 Ratio

Success Factors:
 Focus on the Prospective Members Needs/Fitness Goals and Member Showcasing

 People Management and Team Empowerment

 Financial Management of existing/past members transactions accounts

 Hospitality and Quality Management

 Problem solving and Analysis Skills

 Honesty & Integrity

 Detail Knowledge of membership agreements

 Understanding of current and grand fathered membership types.

 Thorough understanding of ABC member accounts

 Ability to process complex membership transactions (Refunds, write-offs, etc.)

Performance Standards:
 The Member Experience: (Direct Impact and Satisfaction)

i. Initial Assessments:
1. Includes a Hospitality/Quality Test

2. Includes TI Test

3. Includes Showcase Test

ii. Ongoing Assessments or Evaluations:
1. Reporting of any Complaints against a Greet Team Lead

 Financial

i. Initial Assessments:
1. Transactions Listing Test

2. Refund Process Test

3. Current Closing Percentage Audit (Current Numbers before in Greet Lead Position)

4. 3 Pack Percentage Audit (Current Numbers before in Greet Lead Position)

ii. Ongoing:
1. Audits of Billing Errors:
 Business Process:
i. Initial:
1. GYM Sales Test

2. ABC Test

3. Citrix/Email Test

4. CORE Test

5. Team Clean Test

6. Sourcing Test

ii. Ongoing:
1. Gym Sales Audit

2. ABC membership onboard/managing Audit

3. Accurate and Timely Response Email Audit

4. Utilization and Features Audit

5. Inspections Audit

 Learning & Growth:
i. Initial”

1. Onboarding New Greet Team members Test

2. Developmental Test: (SMART GOALS/Assisting with Development Plans)

ii. On-Going:
1. Holding monthly trainings

Job Requirements:
 Responsible for Opening/Closing Facility

 Ensure proper opening and closing procedures are followed, outlines in training manual

 Responsible for POS Balancing at Opening/Closing of Facility

 Log all Maintenance concerns that are reported to the front desk

 Reporting of safety concerns to appropriate department head or GM

 Responsible for reporting Incident Reports to General Manager

 Adheres to Greet Team Lead Schedule and follow correct attendance policies

 Performs other reasonable work assignments as directed by the Gym General Manager and/or Operations Manager to include duties involving Detailing/Organizing the facility.

 Assist with Detailing duties as needed such as Team Cleans or Detail Inspections of Locker Rooms.

Qualifications:
 One year of Defined Fitness Greet Experience, Preferred

 Ability to use sound business judgment and have strong analytical aptitude

 Ability to effectively communicate with constituents

 Effective listening skills

 Ability to effectively delegate and follow up on delegation tasks

 Effective planning and organization skills

 Demonstrates willingness and openness for self-development

 Ability to identify and use resources to improve overall operations

 Strong leadership qualities coupled with excellent motivational, communication and team-building skills

 College Degree, Preferred

 Current CPR Certification, Required

 Advanced cash handling experience

Physical Requirements:
 Must be able to stand for up to 8 hours at a time

 Must be able to properly life and carry approximately 25 pounds

 Must be able to perform the following tasks: walking, squatting, bending, stooping, standing, listening, speaking, reading and writing