Greet Team Lead

Location: All club facilities
Reports to: Greet Team Manager
Oversight: Greet Team
Status: Non-exempt / Full-time

Position Overview

The Greet Team Lead position is a crucial part of our business; it bridges the gap between 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 maintained every day.


Essential Functions & Responsibilities

• Provide members with friendly greetings at check-in and display prompt attention to needs
• Monitor check-ins to identify delinquent accounts and notify Greet Team Manager
• Answer phones in a courteous and professional manner while utilizing proper greeting techniques
• Address incoming call requests and/or take detailed message ensuring incoming callers name is noted for personnel receiving the message.
• Registration of all Telephone Inquiries (T.Is) into script pad and the Master Production Tracker.
• Transfer all incoming calls for personal training to appropriate fitness consultant(s)
• Audit T.Is to ensure prospective appointments are booked correctly
• Consult with members regarding Defined Fitness products and offers such as personal training & group exercise class content using company provided presentation tools.
• Build relationships by utilizing member names to help serve as a resource for any questions/concerns and direct them to applicable resource(s)
• Provide a clean, friendly and well-maintained club for members/guests and help familiarize new & existing members with their home club.
• Provide prospective members with tours of the facility with detail of equipment, services and amenities that directly tie back to their individual fitness needs and goals.
• Proper registration of guests into membership platform
• Effectively and accurately sign-up prospective members using company sales techniques and protocols
• Adhere to Membership Agreement Procedures during new members enrollments
• Onboard new members successfully and assist with member retention strategies to drive club profitability
• Consistently hit or exceed personal and club KPIs
• Generate leads/new business internally through member promotions, referrals, dissemination of guest passes and contacting generated leads via phone.
• Communication of special events to members and guests
• Assist in collection and tracking of members payments through the A/R report
• Responsible for opening/closing the facility and ensuring proper opening/closing procedures are followed as outlined.
• Balancing of POS at opening/closing of the facility
• Log reported maintenance and safety concerns to management including incident reports
• Adhere to Greet Team Lead schedule with adherence to attendance policies
• Perform and assist with detailing duties as needed (i.e. team cleans or inspections of locker rooms)

Success Factors

• Focus on prospective members' needs/fitness goals and member showcasing
• People management/team empowerment through hospitality and quality management
• Financial management of existing/past members transactions accounts
• Display of honesty and integrity and a willingness for self-development
• Detailed knowledge of membership agreements including current and grandfathered membership types.
• Thorough understanding of ABC member accounts to enhance ability to process complex membership transactions (refunds, write-offs, etc.)

Performance Metrics

Daily KPI Minimums

Personal

Calls

45

Booked

5

Shows

4

Closed

3

Referrals

2:1

3-Pack Attachment

20%

Monthly KPI Minimums

Personal

New Member Sales

45

3-Packs Sold

20% of sales (9)

Qualifications

• One (1) year tenure with Defined Fitness Greet Team preferred
• College degree in a related field preferred
• Demonstrated ability in business judgment with strong analytical aptitude to improve overall operations
• Strong verbal, written, and interpersonal communication skills
• Display leadership qualities and organizational skills to motivate, team-build and effectively delegate tasks with follow-up
• Valid CPR/AED certification (including infant and child) within the first 45 days of employment and maintain throughout employment
• Advanced cash handling experience

Physical Requirements

• Must be able to stand and/or walk for up to eight (8) hours at a time
• Must be able to lift and carry approximately 25 pounds
• Must be able to perform the following tasks: walk, squat, bend, stoop, stand, listen, read, and write

Benefits

• Bonus/commission incentive opportunities
• Paid Time Off/Sick Leave
• Gym Membership (full access to our gym facilities at no cost to team members)
• Staff Pass Memberships (complementary memberships for family & friends)
• Discounted Personal Training Sessions
• Comprehensive medical, dental and vision plans
• Life / AD&D Insurance
• Pet Insurance

This job description in no way states or implies that these are the only duties that will be performed by the team member occupying this position. Team members will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor. Requirements represent a minimum level of knowledge, skills, and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. This document does not create an employment contract, implied or otherwise, and employment remains "at-will".