Senior Welcome Team

Town Sports International Holdings Inc Canoga Park , CA 91303

Posted 1 week ago

Overview

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.

Responsibilities include:

  • 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.

Responsibilities include:

  • 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.

Responsibilities include:

  • 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.

Requirements

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.

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VIEW JOBS 3/15/2019 12:00:00 AM 2019-06-13T00:00 Overview The Welcome Team Member position provides a welcoming and safe environment for the members through high levels of customer service. The Welcome Team member's interaction with members directly contributes to member retention and satisfaction. The 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. Responsibilities include: * Modeling and promoting the Clubhouse Rules. * 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. Setting expectations 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. Responsibilities include: * Efficiently check in and handle routine member service tasks using the club systems such as (but not limited to) resetting passwords, updating credit cards and managing class reservations. * Navigating basic questions about membership, services and billing inquiries. * Providing a clean and organized Welcome Area at all times. * 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 high levels of customer service and attentiveness to member needs. * Being responsive to member feedback and complaints and escalating issues to club mgmt team as necessary. * Performing point of sale transactions. * Quickly addressing any maintenance or equipment issues that are visible to members. * Assisting GM in administrative tasks including (but not limited to) billing calls and confirming appointments. Achieve Measurable Results Meets and exceeds company goals and metrics surrounding employees and members; never satisfied with the status quo. Responsibilities include: * Proactively seeking ways to positively influence the member experience and address member feedback. * Effectively communicating new promotions and services at point of contact, so that the member gets the most out of their gym membership. Requirements Required Skills and Experience * 1-2 years prior club experience in a member-facing role and/or prior customer service role. * 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), standing behind the front desk, 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) Town Sports International Holdings Inc Canoga Park CA

Senior Welcome Team

Town Sports International Holdings Inc