Planet Fitness - Overnight Lead - Full Time - Nolensville

Job Title

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Essential Functions/Key Responsibilities:

Lead by example with involvement in all member services and related activities:

• Maintain a welcoming atmosphere for all members, prospective members and guests, and ensure staff follows superior customer service guidelines.
• Greet members and guests, providing exceptional customer service to ensure that everyone feels welcome!
• Answer phones in a friendly manner and assist callers with a variety of questions.
• Check members into the system, provide tours and sign up new members, log amenities and communicate updates or events to members and guests.
• Facilitate all member requests and help to resolve any member issues and questions.
• Ensure member first impressions are to expectation inclusive of the lobby, front desk and retail.
• Ensure staff is providing exceptional customer service at all times.

Providing Member Service Representatives leadership:

• Assist in training and developing a high performing staff consisting of Member Service Representatives working overnight.
• Assist in supervising staff to ensure that all shifts are regularly covered.
• Partner with Club Management to resolve employee issues or concerns.
• Work with club and property management teams and to ensure safety and security of the building.
• Execute new initiatives and communicate all relevant directives and tasks.
• Provide backup support as needed for any employee who is absent for overnight shift.

Overseeing cleanliness of the club:

• Keep the front desk area and lobby clean and orderly.
• Oversee all deep cleaning of club nightly inclusive of both locker rooms, under equipment and off-stage areas.
• Participate in regular facility cleaning and club upkeep such as mopping up spills, trash removal, cleaning windows and mirrors and re-racking weights.

Complete all administrative responsibilities:

• Order supplies using the specific budget based on club requirements.
• Track various statistics and reports on a weekly, monthly, and annual basis.
• Conduct signage audits from promotional signage to club signage.
• Responsible for nightly register closeout and preparing deposit for Club Manager.
• Clear outstanding memberships, billing issues and membership issues.
• Conduct detailed walk of club to enter or update all issues into tracking system inclusive of equipment, facilities, and IT.
• Complete quarterly inventory.
• Thorough communication to the day shift to ensure an effective handoff of progress and awareness of facility or member escalations that happened overnight.
• Other duties as assigned based on club needs.

Skills & Qualifications:

• Must be 18 years of age or older; high school diploma/GED equivalent required.
• One year of customer service experience, preferably in a similar gym or retail environment.
• Current CPR Certification preferred.
• Basic computer proficiency (Microsoft Suite) and the ability to learn systems quickly.
• Solid supervisory, diplomacy and listening skills.
• Strong customer service and problem resolution skills.
• Proven ability to handle multiple tasks and differing priorities in a constantly changing and demanding environment using excellent organizational, communication, and scheduling skills.
• Ability to work independently as well as part of a team.
• Ability to work a flexible schedule including nights, weekends and the occasional day shift.
• Hard working, enthusiastic, energetic, and a passion for health and fitness!

Physical Demands:

• Continual standing and walking during shift.
• Continual talking in person or on the phone during shift.
• Must be able to lift up to 50 lbs.
• Will occasionally encounter toxic chemicals during shift.