About the position
The Front Desk Team Member at Gold's Gym plays a crucial role in creating a welcoming atmosphere for members, guests, and staff as they enter the gym. This position is the first point of contact for individuals visiting the facility, and it is essential to provide a friendly and positive experience from the moment they arrive. The Front Desk Team Member will be responsible for greeting and directing members and guests, handling inquiries about gym operations and policies, and performing various administrative duties as directed by the Gym General Manager. The role requires a proactive approach to member requests and concerns, ensuring that all interactions are handled with professionalism and care. In addition to greeting members and guests, the Front Desk Team Member will manage the security and control of the front door and retail area, ensuring that all check-in procedures are followed accurately. This includes checking in members, registering guests, and directing them to the appropriate personal trainers. The position also involves utilizing the gym's phone system to answer calls, take messages, and follow up on inquiries. Maintaining a neat appearance and adhering to uniform standards is vital, as is the responsibility for distributing keys, towels, and other materials as needed. The Front Desk Team Member will also assist with retail and concession sales, maintain inventory, and ensure that the front desk area is clean and organized. Attendance at staff meetings and compliance with company policies are required, along with the ability to perform light cleaning and assist in membership sales. The role demands flexibility in scheduling, including the possibility of working on holidays and weekends, and the ability to handle physical tasks such as lifting and standing for extended periods.
Responsibilities
- Enthusiastically greet each member and guest promptly to create a friendly and positive entrance and departure to and from the gym.
- Provide security and control to the front door and retail area of the facility.
- Personally check each member into the gym using the proper check-in procedures.
- Monitor check-ins to identify delinquent accounts and notify Gym Management.
- Register all guests into the gym using proper registration procedures.
- Ensure that guests and appointments are directed to the appropriate personal trainer in a prompt, professional manner.
- Utilize the gym phone system to professionally answer guest calls, take appropriate messages to include name and description of question, and follow up with management for all telephone inquiries.
- Respond immediately to member requests, inquiries, and concerns.
- Maintain neat appearance and wear proper uniform attire with nametag while on duty.
- Distribute keys, towels and other materials as needed.
- Process retail and concession sales.
- Help maintain a fully stocked cooler and retail inventory.
- Attend all staff meetings as directed.
- Clean and maintain the front desk area according to company standards.
- Log all maintenance concerns that are reported.
- Follow and report any safety concerns.
- Notify management of any gym or member incidents that require incident reports.
- Work when scheduled and adhere to company attendance policies.
- Perform other reasonable work assignments as directed by the Gym General Manager and/or Member Experience Manager to include but not limited to light cleaning and picking up of weights during gym walk throughs.
- Assist in membership sales (kiosk or computer) and signing up members.
- Assign all new members with barcodes, taking member photos, and scheduling complimentary personal training sessions.
- Handle member account changes (form of payment, freeze forms, cancellation forms, manual agreements).
- Assist with receiving orders and checking in retail and concession products.
- Assist members with registering and checking in for classes via app.
- Other duties as assigned.
Requirements
- High school diploma or equivalent.
- Excellent customer service skills are required.
- Organized, structured, and friendly coupled with a passion for fitness.
- Requires good communication skills, both verbal and written.
- Understanding of basic cash processing procedures.
- Ability to proficiently use POS and CRM systems or any other computer programs required to meet the business needs of the club.
- Ability to multi-task.
- Must be able to work a flexible work schedule to include holidays and weekends.
- Must be able to bend, squat, and lift upwards of 50lbs repeatedly and stand for extended periods of time.
- Comply with all Gold's Gym policies and procedures.
