Member Experience Host- Burton

Everlast Fitness Club
UK - England/Midlands - Derbyshire
Closing date
4 Jul 2021

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Job Details


Member Experience Host

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.


  • 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.
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