The Senior Welcome Team Member is responsible for assisting the General Manager (GM) and, where applicable, the Customer Service Manager (CSM), in the creation of a clean, friendly and welcoming environment and in improving membership retention. The Senior Welcome Team Member directly reports to the GM.
The Senior Welcome Team role achieves success through embodying our core competencies (Create the TSI Environment, Build a High Performing Team, Achieve Measurable Results).
Create the TSI Environment
Models the core attributes of a successful employee with the utmost integrity, lives the mission and empowers others to do the same; focused on building meaningful relationships with members, their kids and team members.
Modeling and promoting the Clubhouse Rules.
Being available to team members to address questions and concerns.
Ensuring that the club provides high levels of customer service, a consistently clean club, friendly service and responds to member feedback.
Creating a strong sense of team by fostering collaboration, communication and alignment amongst team members.
Actively listening to member and employee concerns, addressing issues before they become problems.
Adhering to all TSI policies and procedures including, (but not limited to) timeliness, codes of conduct, uniforms and timekeeping. Setting expectations around the same for team members.
Build a High Performing Team
Actively facilitates self and team member development; constantly seeking new ways to build skills and competency; elevates the brand experience.
Working the Welcome Desk as required.
Responding to member requests and concerns promptly and effectively.
Creating an environment where employees thrive and look forward to coming to work.
Assisting GM in sourcing, recruiting and onboarding qualified Clean Team and Welcome Team members.
Assisting GM in delivering relevant and effective coaching, training, feedback and performance management directly to Clean Team and Welcome Team members.
Assisting GM in creating robust development plans for Clean Team and Welcome Team members who want to take on stretch assignments or progress to another role.
Being proficient in the use of MoSo, Club Networks, KRONOS, and any other computer program required to meet the business needs of the customer and TSI.
Providing specific direction to team members on how to elevate customer service.
Quickly addressing any maintenance or equipment issues that are visible to members.
Assisting GM with day to day club management including (but not limited to) club walkthroughs, scheduling, billing and AR calls and facilities management.
Partnering with GM/CSM to execute action plans that effectively address member feedback.
Escalating issues and conveying information to club mgmt team as required.
Achieve Measurable Results
Meets and exceeds company goals and metrics surrounding employees and members; never satisfied with the status quo.
Assisting GM as necessary to execute daily, weekly and monthly retention activities in order to achieve monthly goals.
Assisting GM in determining and analyzing reasons for member cancellations and assist in the execution of action plans to address common issues.
Required Skills and Experience
1-2 years prior club experience in a member-facing role and/or prior customer service role.
Minimum 1 year prior experience supervising and directing employees
Ability to work a minimum of 20 hours and maintain a flexible work schedule
Experience working with computer systems and navigating through work screens
Physical demands include ability to walk through all areas of clubs, climbing stairs (where applicable), and bending and lifting (e.g., picking up towels, restacking of weights, moving of equipment as necessary).
CPR/AED required within 30 days of hire for all opening & closing Welcome Team. (Preferred by all Welcome Team)
California Applicants Only:
All California applicants applying to a role working with children must be certified and registered through Trustline.
Town Sports International Holdings Inc