Position:

Member Experience Host 20 hours a week

Line Manager:

Member Experience Manager

Job Purpose:

• To engage with all members and guests in our club, highlighting the USP over a none staffed operator.
• To maximise every member and guest’s experience in our club.
• To anticipate all our members and guest’s needs, and signpost them to facilities and products most suited to them.
• To support the sales and retention of memberships through excellent customer service.
• To have a thorough understanding of the fitness products/services on offer.
• To recommend secondary spend retail products and upsell at every opportunity.
• To contribute with the cleaning and hygiene standards of the club as and when required.
• To be a competent key holder of the club, covering shifts as and when required
• To have a good understanding of the membership software system.

Need to be:

• Of an outgoing personality, with a positive mindset
• .Competent with all administrative duties.Organised – to ensure membership requests, queries and complaints are dealt with promptly to provide an excellent customer experience.
• Driven and ambitious with a keen desire to learn and develop both behaviours and competencies specific to the role.
• Willing and able to participate in learning and development opportunities, to progress both your competencies and career.
• Able to drop into operational key holder duties as and when the business requires.
• Passionate about fitness, administration and customer service
• An excellent communicator with staff on site and regional and head office support teams.Flexible – to work shifts to suit the needs of the business, and to take on additional duties where required to support your team members.
• Target focussed – to support the club with sales and retention towards achieving success for the business.

Need to Act:

• With confidence, and eagerness to communicate positively with club members.
• With a professional and positive manner always.
• With enthusiasm, energy and a positive outlook.
• With passion for your role, the fitness product and the company.
• With drive and determination to succeed in the role and progress your career.

Main Duties and Responsibilities:

• Front of House Excellence
• To positively interact with every member and guest as soon as they enter the facility.
• To ensure the correct products and services are recommended to every member.

Fitness Product

• Ensure you are always up to date with current Fitness Challenges, Class descriptions and gym floor focus.
• Support the Fitness Manager with Gym Floor
• Tasks,Focus points and challenges.
• Take part in new classes to ensure you can effectively communicate to members
• Ensure that you have experienced the products and services on offer.

Operational Standards

• Ensure the cleanliness of the Facilities are always above expectation by taking an active role in the upkeep of the club, with support from the full team.
• Complete key holder duties including basic pool plant duties.

Commercial

• To drive the secondary, spend KPI targets.
• To competently deal with every member complaint you experience, and ensure the relevant manager is made aware.
• Be a major contributor to the sales process by excelling in conversion rates for all prospects and guests.
• Ensure the effective management of swimming lessons when on shift.