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Front Desk Representative

2 months ago

Reston, Virginia, United States Golds Gym DC Metro Area Full time
Job Summary

We are seeking a highly motivated and customer-focused Front Desk Team Member to join our team at Gold's Gym DC Metro Area. As a Front Desk Team Member, you will be the first point of contact for our members and guests, providing exceptional customer service and ensuring a positive experience for everyone who walks through our doors.

Key Responsibilities
  • Member Experience
    • Enthusiastically greet each member and guest promptly, creating a friendly and positive entrance and departure experience.
    • Provide security and control to the front door and retail area of the facility.
    • Personally check each member into the gym using the proper check-in procedures.
    • Monitor check-ins to identify delinquent accounts and notify the Gym Operations Supervisor.
    • Register all guests into the gym using proper registration procedures.
    • Ensure that guests and appointments are directed to the appropriate fitness consultant in a prompt and professional manner.
  • Phone and Communication
    • Answer phone calls by the third ring in a professional and courteous manner, using proper phone greeting techniques.
    • Address caller's requests and/or take appropriate messages, noting the caller's name.
    • Register all telephone inquiries in the script pad and in the Master Production Binder, and transfer the call to the appropriate Fitness Consultant.
    • Follow up on telephone inquiries to ensure that the appointment was booked properly.
  • Administrative Duties
    • Responsible for following up on member requests, inquiries, and concerns.
    • Maintain a neat appearance and wear proper uniform attire with nametag while on duty.
    • Distribute keys, towels, and other materials as needed.
    • Reserve time/make appointments for special classes or other activities sponsored by the gym.
    • Process retail and concession sales.
    • Attend all staff meetings as directed.
    • Clean and maintain the front desk area according to Company standards.
    • Responsible for gym walk-thru as designated in walk-thru log.
    • Follow proper opening and closing procedures as instructed in the FDA training manual.
    • Log all maintenance concerns that are reported.
    • Follow and report any safety concerns.
    • Notify management of gym incidents that require incident reports.
    • Work when scheduled and adhere to company attendance policies.
    • Perform other reasonable work assignments as directed by the Gym General Manager and/or Operations Supervisor.
    Requirements
    • High school diploma or equivalent required.
    • Excellent customer service skills are required.
    • Ability to communicate effectively with both staff and members.
    • Ability to communicate effectively verbally, non-verbally, and in writing is required.
    • Understanding of basic accounting principles is required.
    • Understanding of basic cash processing procedures is required.
    • Functional computer skills are required.
    • Ability to multi-task.
    • Must be able to work a flexible work schedule, including holidays and weekends.
    • Must be able to lift 25lbs repeatedly and stand for extended periods of time.
    • Uphold Gold's Gym Vision, Mission, Values, and code of conduct.
    • Comply with all Gold's Gym policies and procedures.