Fitness Team Lead

1 day ago

Albuquerque, New Mexico, United States Defined Fitness Full time
Job Title: Fitness Team Lead

The Fitness Team Lead plays a crucial role in bridging the gap between our hourly employees and leadership team, demonstrating exceptional performance and excellence in the Greet Department. This position requires someone who embodies our CORE values of DRIVE, DELIGHT, DETAIL, and DEVELOP, partnering with leadership managers to provide a best-in-class, member-centric experience that strengthens member relationships and drives retention.

Key Responsibilities:
  • Ensure members receive a friendly greeting and prompt attention to their needs
  • Monitor check-ins to identify delinquent accounts and notify the Greet Team Manager
  • Promptly answer phones in a courteous and professional manner, utilizing proper phone greeting techniques
  • Address incoming call requests and/or take detailed messages, ensuring incoming callers' names are noted for personnel receiving the message
  • Ensure registration of all Telephone Inquiries into the script pad and Master Production Tracker
  • Transfer all incoming calls for personal training to the appropriate Fitness Consultant
  • Audit of Telephone Inquiries to ensure that prospective appointments were correctly booked
  • Engage members with Defined Fitness Products and Offers, such as personal training and group exercise classes
  • Maintain relationships with members by utilizing their names to serve as a resource in any questions or concerns they may have and directing them to applicable resources
  • Provide a clean, friendly, and well-maintained club to members and guests, familiarizing new and existing members with their home club
  • Responsible for providing prospective members with tours of the facility and describing the facility, equipment, services, and amenities that directly tie back to their individual fitness needs and goals
  • Correct registration of guests into the membership platform
  • Communicate 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
  • Adhere to specific Membership Agreement Procedure when enrolling members and guests
  • On-board new members successfully and assist with all member retention activities to drive club profitability
  • Consistently achieve or exceed personal and team sales goals
  • Generate leads and new business internally through member promotions, referrals, dissemination of guest passes, and contacting leads generated via phone
  • Consistently achieve or exceed personal productivity goals
  • Communicate special events to members and guests
  • Assist in collection and 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 grandfathered 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, outlined in the 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 the appropriate department head or GM
  • Responsible for reporting Incident Reports to the 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, including 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 lift and carry approximately 25 pounds
  • Must be able to perform the following tasks: walking, squatting, bending, stooping, standing, listening, speaking, reading, and writing

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