Fitness Guest Services

Job Summary Fitness Guest Services is the lead customer service contact for all members, guests, or prospects and is responsible for selling and processing all fitness products, memberships, and services. The full approved wage range for this position can be found on our website under job opportunities. www.woodridgeparks.org Essential Duties and Responsibilities To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily and demonstrate the District’s core competencies consisting of financial accountability, integrity/ethics, job knowledge, interpersonal skills, policies & procedures compliance, work quality, risk management/safety, District/Department vision and values, adaptability/flexibility, dependability, teamwork, and productivity. Essential Duties Greet all guests entering and leaving the area with a pleasant demeanor. Check-in members; register guests; collect fees; process membership payments, cancellations, and freezes in POS/registration system. Direct guests to class locations, fitness center, or track. Answer any guest/member questions providing information about class schedules, instructors, personal trainers, facility, etc. Answer all incoming inquiries and obtain appropriate information to direct/transfer to appropriate staff, answer questions, or take messages. Handle member services issues to include but not limited to: processing membership applications, new membership photo I.D. cards, change account information, answer questions regarding billings and payments, handle and resolve initial complaints, organize lost and found items. Ensure required forms are available, completed, and processed properly. Ensure desk and surrounding area is clean and organized at all times. Actively sell products and services. Promote special events, discounts, or offerings to members and guests. Effectively communicate important information including but not limited to client feedback, accidents, safety concerns, maintenance issues, broken equipment, program and resource concerns as needed. Perform opening and closing procedures for the fitness center if assigned those shifts. Additional Essential Duties for PT1 Serve as the lead Fitness Guest Services staff of the department that shall be trained to assist the Fitness Manager with the following responsibilities as demand warrants: Create and maintain the monthly schedule for Fitness Guest Services and Fitness Attendant staff. Cover shifts as needed for any call-offs. Train Fitness Guest Services, Fitness Attendants, Fitness Instructors and Trainers as procedures are created and/or updated. Review all membership agreements, cancellation forms, daily admission forms/waivers and account creation for accuracy. Process membership transfers, account suspensions and membership refunds. Maintain supply of forms for use at the fitness desk including but not limited to personal training forms, cancellation forms, membership change forms, etc. Inventory desk supplies including first aid kits and report to Fitness Manager when supplies are low. Email members including Welcome emails, AR collection, and fitness class cancellations. Plan, develop and execute Seasonal Fitness Promotions. Update fitness class information and record fitness class attendance. Attend and contribute to All Staff meetings and in-service training as required. Maintain supply of brochures, fliers, and class schedules at the desk. Responsible for all phases of clerical work including but not limited to: filing; answering telephones; typing letter and memorandums; computer data entry, assisting customers; updating calendars, class schedules, posted information, keeping required logs, etc. Customer Service Maintain a pleasant and professional image, understand and promote Park District products and services, communicate with participants, handle problems politely and efficiently, follow procedures to solve guest problems. Monitor health of all guests/members; be aware and prepared to deal with emergency health issues in accordance with Park District policies. Special sanitation procedures are to be taken in the event of some illnesses, see policy 3.4 in the Comprehensive Policy & Procedures Manual for details. Initiative Promote safety programs with fitness center members and staff. Assist with special events and programs. Have a thorough understanding of the Park District policies, procedures, and operations and enforce them in a positive manner. Other duties, responsibilities and activities may change or be assigned at any time with or without notice. Communication Listen attentively to others, ask clarifying questions, actively listen, stay open to other viewpoints, manage distractions and interruptions. Use appropriate time keeping method/system to accurately record time worked in accordance with policy/procedure. Technical Skills Understand specialty equipment, keep knowledge up-to-date, be a technical resource for others, follow technology practices and standards. Teamwork Work as a team player with co-workers and in conjunction with other departments. Attend staff meetings and in-service training sessions as required.