Member Services Shift Lead

Reports to: General Manager (GM) / Assistant Manager (AM)


Department: Club Operations


Duties and Responsibilities:

• Assist the GM and AM in implementing strategies to attract and keep members based on our Excel Core Values.
• Help train new Team Players and be a team resource by accurately answering questions/concerns, modeling expected behaviors, and correctly training on operational processes as needed.
• Utilize Team Performance Tracker to meet company metric expectations.
• Supervise and inspire Team Players to perform to their best abilities.
• Monitor and maintain a high level of member service, cleanliness, and atmosphere.
• Identify training needs by ensuring that all Team Players meet Excel standards and report findings to club management.
• Conduct regular audits to ensure the club is presentable and holding up to Excel Standard.
• Make sure all Team Players adhere to company policies and guidelines and address any minor infractions. Report all major infractions with club management to address.
• Perform daily club inspections and assign cleaning or associated tasks along with re-inspecting said tasks.
• Hold all Team Players accountable for meeting company standards, audit daily paperwork, and help resolve any day-to-day member issues.
• Audit club inventory and communicate with the GM and AM on recommendations for inventory orders.
• May be responsible for overseeing club operations and scheduled Team Players when the GM or AM is off or unavailable.
• Staying proficient in the use of all PFHQ and Excel platforms, programs, and updates.
• Assist GM and represent our company at community events and other outreach activities.

Qualification:

• Must be at least 18 years of age.
• High School Diploma or equivalent required.
• CPR/AED certification required. Uncertified Team Players will be given the opportunity to complete CPR/AED training within the first 30 days of employment.
• Must be comfortable standing for long periods of time.
• Proven ability to lead, encourage, develop, and supervise the work of others.
• Demonstrated the ability, confidence, and leadership to manage a team.
• Great communication skills with internal and external customers.
• Must be team-oriented, motivated, and well-organized.
• Ability to think critically and evaluate solutions to problems proactively.
• Proficient ability in Microsoft Office and using a computer.
• Proficient ability in Microsoft Office and using a computer.
• Must have the ability to handle sensitive and confidential information.
• Familiar with Excel's mission, values, vision, and culture, as well as the Planet Fitness brand and operational requirements.

Supervisory Responsibility: This position will help oversee up to 6 Team Players during assigned work shifts. Will help ensure the team can adequately exhibit and maintain all Excel values, principles, and duties, as well as meet established club performance metrics.


Work Environment: This job operates in a fitness club environment and routinely uses standard office equipment such as computers, printers, and phones as well as standard custodial equipment such as cleaning chemicals, floor scrubber, and vacuum. The noise level in the club environment may be loud on a regular basis.


Physical Demands: The physical demands described here are representative of those that a Team Player must meet to successfully perform the essential functions of this job.

• Regularly required to talk or hear.
• Frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
• Occasionally required to sit, climb, balance, stoop, kneel, crouch or crawl.
• Must frequently lift and move up to 25 pounds and occasionally lift and move objects up to 75 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Position Type/Expected Hours of Work: This is a full-time, nonexempt position. A nonexempt Team Player is one who is entitled to the minimum wage and/or overtime pay protections of the FLSA.


Scheduled work hours per week may be between 30-40 hours, depending on business needs. The work schedule may be weekday's early morning or late afternoon shifts between the hours of 8am to 10pm or weekend shift between the hours of 7am to 7pm. This position may work outside of regularly scheduled shift hours to include mornings, evenings, weekends, and overnight as required. Work hours are subject to change at any time depending on business needs.


EEO Statement: Excel Fitness is an Equal Opportunity Employer. We are committed to the policy of equal employment opportunity in recruitment, hiring, career advancement, and all other employment practices.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.