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Membership Experience Host

2 months ago

Gateshead, Gateshead, United Kingdom Everlast Gyms Full time
Main Duties and Responsibilities

We are seeking a highly motivated and enthusiastic individual to join our team as a Membership Experience Host. As a key member of our team, you will be responsible for delivering exceptional customer service to our members and guests, ensuring that every interaction is positive and memorable.

Key Responsibilities:
  • Maximise every member and guest's experience in our club, providing a warm and welcoming environment that makes them feel valued and appreciated.
  • Support the sales and retention of memberships through excellent customer service, building strong relationships with our members and identifying opportunities to upsell and cross-sell our services.
  • Contribute to the cleaning and hygiene standards of the club, ensuring that our facilities are always clean and tidy.
  • Be a competent key holder of the club, covering shifts as and when required, and ensuring that our members and guests feel safe and secure.
  • Have a good understanding of our membership software system, using it to manage member data and provide excellent customer service.
  • Stay up-to-date with current Fitness Challenges, Class descriptions, and gym floor focus, taking part in these initiatives to enhance the member experience.
  • Support the Fitness Manager with Gym Floor operations, ensuring that our facilities are always well-maintained and that our members have access to the equipment and services they need.
  • Ensure that you have experienced the products and services on offer, being able to provide expert advice and recommendations to our members.
  • Take an active role in maintaining the cleanliness of our facilities, ensuring that they are always above expectation.
  • Drive secondary spend KPI targets, identifying opportunities to increase revenue and improve the member experience.
  • Competently deal with every member complaint, ensuring that the relevant manager is made aware and that the issue is resolved promptly and professionally.
Qualifications

We are looking for someone who:

  • Has an outgoing personality with a positive mindset, able to build strong relationships with our members and guests.
  • Is competent with all administrative duties, able to manage member data and provide excellent customer service.
  • Is driven and ambitious, with a keen desire to learn and develop both behaviours and competencies specific to the role.
  • Is willing and able to participate in learning and development opportunities, to progress both their competencies and career.
  • Is able to drop into operational key holder duties as and when the business requires.
  • Is passionate about fitness, administration, and customer service, with a genuine enthusiasm for delivering exceptional member experiences.
  • Is flexible, able to work shifts to suit the needs of the business, and to take on additional duties where required to support their team members.
  • Is target-focused, able to support the club with sales and retention towards achieving success for the business.
Additional Information

We are an exciting and dynamic company, always looking for ways to innovate and improve. If you are a motivated and enthusiastic individual who is passionate about delivering exceptional member experiences, we would love to hear from you.

Please note that this is a 20-hour contract, split over 3-4 days per week, depending on coverage. Availability for 5:30am starts and/or 10:30pm finishes is required in-line with gym opening hours.