Job description
Health & Wellness Front Desk Supervisor
Carle Health & Fitness Center is a medically based fitness center with a personalized touch to each of our members. We are looking for an energetic individual with a skill set that is team-focused with a passion for health and wellness. As Supervisor of our Membership team, this position oversees and executes a high level of customer service with a detail-focused mentality to accomplish an outstanding member experience. Hiring, scheduling, and monitoring the team's daily tasks at the Membership desk will ensure our team is creating a welcoming, lasting impression for members and guests of the Center. There is great opportunity for growth in this role not only at our Bloomington site, and if desired, potentially relocating to one of three other medically based fitness locations. This position is full-time, with benefits. General hours are scheduled during the weekday, while hours may vary depending on the Center's busy season. Hourly pay rate is determined based on years of experience.
Position Responsibilities
- Manage a team of 7-11 employees, including a Membership Lead
- Administer the department strategies to achieve quarterly and yearly goals
- Demonstrate the ability to professionally communicate and form relationships with members to exceed the needs of our members
- Demonstrate outstanding leadership qualities to provide support to co-workers
- Build a cohesive team culture
HIRING REQUIREMENTS:
- Minimum of 4 years of leadership experience
- Professional communicator that has the ability to articulate well, manage critical conversations and effectively resolve conflict
- Background within hospitality, fitness, athletics, and or wellness department
- Technologically savvy with the ability to function with business management systems, customer portals, and member apps
- Associates degree accepted, bachelors degree preferred
PREFERRED SKILLS AND ATTRIBUTES:
- Professional communicator that is able to articulate well, manage critical conversations, effectively resolve conflict and build relationships.
- Excellent leadership qualities needed to build and manage a team in a performance-driven environment.
- Excellent interpersonal skills needed for exemplary customer service; outgoing, friendly, and compassionate.
- Technologically savvy with the ability to function well within business management software systems, customer portals and member apps.
- Bachelor’s degree Communications, Hospitality, Public Relations, or related field
POSITION EXPECTATIONS:
Applied
Applied
- Responsible for executing the customer Service Standards for all aspects of the Reception Desk operations.
- Responsible for the reception of each member at the Reception Desk that enters the building and the world-class member experience that follows.
- Demonstrate the ability to form relationships and communicate with members in a way that shows compassion and the willingness to assist the member in any way possible.
- Required to be well informed with all department matters. Must be knowledgeable enough to intelligently answer questions regarding the department or appropriately transition the member to another staff member when appropriate.
- Demonstrate excellent telephone etiquette in a way that is accommodating and helpful to the caller, regardless of the nature of the call.
- Able to administer the prospecting and sales strategies and tactics in a way that clearly defines our market differentiators, elevates our value proposition and minimizes any barriers to entry.
- Participate in the prospect tour process in such a way that highlights the services and amenities of the Center and positions those resources as a solution for the prospect’s needs and interests.
Administrative
- Demonstrates competency in managing and administering duties related to computer tasks, specifically the Club Management software system, including POS, billing, and client scheduling, as well as payroll/time and attendance system, general data entry.
- Maintains quality service by enforcing quality and customer service standards; analyzing and resolving quality and customer service problems; identifying trends; recommending system improvements and training solutions
- Execute logistical workflows needed to achieve an effective and efficient operation related to reception desk and sales activities.
- Deliver sound quality assurance practices for all department services to ensure operations are exemplary
Management (Customer Relations/Team Performance)
- Contribute to achieving a consistently excellent member experience resulting in high member satisfaction ratings and low member attrition.
- Oversee and execute member engagement programming designed to increase member retention.
- Address all member and staff concerns and provide prompt and member-friendly follow up.
- Oversee Member Services Staff during daily operations; in particular, the staff’s performance as it relates to reception of members and guests, check-in process, schedule management, POS transactions, general facility knowledge, etc.
- Participate in Manager on Duty shifts as assigned.
- Provide input and/or conduct employee feedback sessions; including conducting annual performance reviews.
- Proficient with all current facility policies and procedures and ensures all operations and practices of the department satisfy those policies and procedures.
General
- Consistently meets and/or exceeds the Center’s performance objectives and Key Performance Indicators as outlined in the Annual Strategic Plan.
- Demonstrates the desire to continually improve areas of the business by identifying an area for improvement, devising a solution, then implementing a plan.
- Routinely achieves a high-level of organizational alignment, plays a vital role in realizing a Culture of Excellence and adheres to the IWP Code of Conduct.
- Accepts constructive criticism/direction and effectively changes own performance.
- Passionate about improving the health and wellbeing of others and able to lead by example by living a healthy and active lifestyle.
Implementation Date: 1/2016
Approved By: James W. Ellis, Executive Vice President, Integrated Wellness Partners, LLC
Revision Dates (Corporate): 1/2020
Revision Dates (Center):
Disclaimer:
The intent of this job description is to describe the general nature of the duties and responsibilities required of all job incumbents assigned to this title. It is not intended to be a comprehensive list of all job responsibilities. Therefore, incumbents may be asked to perform other duties as required.
Approved By: James W. Ellis, Executive Vice President, Integrated Wellness Partners, LLC
Revision Dates (Corporate): 1/2020
Revision Dates (Center):
Disclaimer:
The intent of this job description is to describe the general nature of the duties and responsibilities required of all job incumbents assigned to this title. It is not intended to be a comprehensive list of all job responsibilities. Therefore, incumbents may be asked to perform other duties as required.
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