Hiring Guest Relations and Sales Profile

Job Description

GENERAL SUMMARY:The Membership Specialist (MS) will represent the GYM by providing a welcoming, informative and entertaining experience for all members and guests during their visits. The MSs areresponsible for driving (non-members) into the gym in order to deliver industry leading customerservices to them as well as our current members. This service must translate into exceeding personalrevenue targets issued by management through both internal and external prospecting. This is a full-timeposition reporting directly to the Assistant Club Manager& Club Manager.ESSENTIAL DUTIES & RESPONSIBILITIES:1. Lead Generation & Appointment BookingPersonal minimum expectation: Minimum 50 follow-up calls per day, Minimum 7 appointmentsbooked and confirmed per day and Minimum 2 membership enrolment per day, 2 personal coachingenrolments per week and two units of merchandise sales per week.External marketing, promotions and prospecting. This is a daily activity and requires off sitepromotions including distributing passes, building relationships with local merchants and brandingevents to inform the community of the gym and services, ultimately resulting into leads. (A lead is anon-members name and contact information.Internal marketing and prospecting. This includes collecting leads at the point of enrolment and fromthe current member base through relationship building and referral tables. These activities musttranslate into lead gathering.Book membership appointments through productive prospecting activities and meet or exceedmonthly appointment goals set forth by the company.Ensure that appointments are booked to translate into enough guests and meet or exceed monthlyguest goal set forth by the company.2. Guest Touring, Membership Presentations, & Personal ProductionEnsure that 100% of guests taken through a tour. These tours should translate into enrolling half ofthe guests that are seen on a membership (50% Closing) and 20% of them enrolling with PersonalTraining.Use the company approved presentation when presenting membership options to non-members.Ensure each new member meets a manager before completing the sales process and exiting thegym. Proper presentation and introductions to the manager should translate to 50% closing ofguests.Ensure Personal Sales Target goals are met or exceeded each month for New Member SalesRevenue, Renewal membership Sales Revenue, Personal Coaching Sales Revenue and MerchandiseSales Revenue.Ensure integrity of each sale.3. Customer ServiceFollow up with members that have enrolled to ensure we are exceeding expectations.Provide the highest level of customer service possible when communicating and interacting withguests.Assist in maintaining a clean, hygienic and operational facility.Accountable for saving members that are requesting to cancel their membership. If the MembershipSpecialist is unable to convince a member from cancelling they must have any manager meet themember and sign off on the cancelation.Recording all customer feedback & complaints and sharing the same with DCM, CM, GM and the TopManagement.Filing and reporting members incident report with the DGM/ CM/ GM and top Management.Updating the members on any rescheduling or cancellation of scheduled classes.4. MiscellaneousSales Schedule: All MSs must be available to work Weekends and Holidays. Requests for days offmust be given in writing and exceptions can be made by the General Manager.Mandatory Meetings: Monthly All Team Meeting and Daily Production Meetings aremandatory. Follow, implement and audit all rules, regulations and guidelines of theorganisationORGANIZATION RELATIONSHIPS:The MSs will interact with club staff, including theOperations and Fitness Departments as well as the Guest Relations Team. The MembershipSpecialist will also communicate with members, guests and vendors in the communityregarding company promotions and membership packages to support club sales.This position description intends to describe the general nature and level of work beingperformed by people assigned to this job it is not intended to include all duties andresponsibilities. The order in which duties and responsibilities are listed is not significant.

Keyskills :
front officemembership saleslead generationretail salessalescold callingguest relationsguest service