Front Desk (Burn Ambassador)

Job Description

Job Description

BURN AMBASSADOR (BA)

Job Description & Responsibilities

OUR MISSION

At Burn Boot Camp, our mission is to inspire, empower, and transform lives through community-based fitness . At Burn Beachwood, the member experience is everyone's responsibility. BAs are often the first and last impression a member or guest has of our gym.

OUR CORE VALUES

●      People First, Numbers Follow

●      Lift Where You Can

●      Do What You Say

●      Growth Mindset

●      Do What You Know Is Right

We value feedback, accountability, communication, and continuous improvement. Feedback is an opportunity for growth and alignment.

POSITION OVERVIEW

The Burn Ambassador creates an exceptional 6-Star Blue Carpet Experience for every member, guest, and prospect while supporting sales, retention, communication, community, and daily gym operations.

This is more than a front desk position. The BA helps create the experience that makes people want to come back.

KEY RESPONSIBILITIES

Member Experience

●      Greet members and guests with high fives and by name whenever possible.

●      Welcome and engage first-time guests and trials.

●      Learn members' names, goals, milestones, and stories.

●      Celebrate members wins and create connections.

●      Support a positive, welcoming environment.

●      Listen to and address member concerns.

Sales & Lead Follow-Up

●      Support tours and focus meetings.

●      Follow up with leads and trial members.

●      Learn and use the Burn sales process.

●      Present membership options accurately.

●      Ask for the membership when appropriate.

●      Support promotions and referral opportunities.

●      Communicate sales opportunities to leadership.

Sales Philosophy: We don't pressure people to join. We invite them to join our community.  We help the right people make the right decision.

Communication

●      Answer calls, texts, and messages professionally.

●      Complete assigned lead and member follow-up.

●      Communicate important information to trainers and leadership.

●      Active participation in Slack.

●      Escalate concerns appropriately.

●      Close the communication loop.

Trainer & Team Support

●      Participate in pre-shift and pre-camp huddles.

●      Communicate first-timers, trials, visitors, member needs, and safety concerns.

●      Support trainers and child watch when appropriate.

●      Participate in post-shift feedback loops.

●      Help teammates complete responsibilities.

Facility & Front Desk

●      Maintain a clean, organized, stocked, and welcoming facility.

●      Complete opening, closing, and assigned cleaning duties.

●      Maintain the front desk, lobby, and common areas.

●      Restock supplies.

●      Report facility, equipment, or safety concerns.

●      Follow security and door procedures.

If you see it, own it.

Mindbody & LoopSpark

●      Complete member check-ins and account updates.

●      Process trials, memberships, focus meetings, and purchases.

●      Complete assigned lead and member follow-up.

●      Accurately document communication and activities.

If it isn't documented, it didn't happen.

Retail & Merchandising

●      Process retail and nutrition purchases.

●      Maintain clean, organized displays and inventory.

●      Restock products.

●      Learn basic product knowledge.

●      Support retail promotions.

Social Media & Marketing

●      Capture appropriate photos and videos to post.

●      Celebrate member wins and community moments.

●      Support promotions, events, and challenges.

●      Follow member privacy requirements.

Community

●      Welcome new members into the community.

●      Help members connect with one another.

●      Support challenges, events, and workshops.

●      Celebrate member successes.

●      Create an inclusive and encouraging environment.

Problem Solving

●      Identify problems and opportunities for improvement.

●      Look for ways to simplify and improve processes.

●      Take appropriate action.

●      Communicate issues to leadership.

●      Bring solutions, not just problems.

Typical Shift Blocks (subject to change based on holidays, seasonal changes, and gym needs)

●      AM: 5:30 AM – 10:45 AM

●      PM: Monday — Thursday 4:10 PM – 7:45 PM and Friday 4:10 — 6:45 PM

●      Saturday: 7:40 AM – 10:15 AM

Schedules may vary based on the needs of Burn Beachwood.

MEETINGS & DEVELOPMENT

BAs are expected to participate in:

●      Bi-Weekly BA team meetings

●      Quarterly whole-team meetings

●      Training opportunities

●      Feedback loops

●      1:1 development conversations with leadership

Team members are expected to communicate when a meeting is missed and review important information with leadership.

QUALIFICATIONS

The ideal BA is:

●      Energetic, positive, and dependable

●      Organized and detail-oriented

●      Personable and relationship-focused

●      A strong verbal and written communicator

●      Customer-service focused

●      Comfortable with sales or willing to learn

●      Comfortable using technology and business systems

●      Able to prioritize multiple responsibilities

●      Able to work in a fast-paced environment

●      Resourceful, coachable, and solution-oriented

●      Comfortable capturing basic social media content

●      Committed to Burn's mission and core values

Fitness or sales experience is helpful, but attitude, reliability, work ethic, coachability, and the ability to connect with people are essential.

Team Member Benefits

Team members receive a complimentary Burn Beachwood location membership if they meet all expectations, work a minimum of 8 shifts per month, and consistently uphold our core values. If a canceled shift causes the total to drop below 8, the team member must make up a shift to maintain eligibility.

Team members receive retail and nutrition discounts of 30%.