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 days
1 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 meetings.
- Be 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 log
As 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.
Skills Required
- CPR/AED certification within 60 days
- One year customer service experience
What We Do
American Family Fitness is a regional health club chain operating multiple locations around Richmond, VA. Founded in 1988, it offers state-of-the-art cardio and strength equipment, group fitness classes, indoor pools, KidZone childcare, personal training, leagues and family membership plans. The company focuses on community-centered fitness and wellness programs across its clubs.
