24 Hour Fitness, INC. Service Expert Supervisor in Pleasanton, California
LOCATION 4770 Willow Road Pleasanton CA 94588
At 24 Hour Fitness we are committed to our mission of helping people--team members and members alike--to become the best version of themselves. We've changed the landscape of the fitness industry and pioneered the concept that fitness can be accessible, affordable and a way of life for everyone. We're looking for committed and dedicated individuals to help grow our business, so that we can share the promise of 24 Hour Fitness with more people
The Service Expert Supervisor (SES) assists the Assistant General Manager (AGM) in delivering the best guest andmember experience through execution of our service promise, and in club success routines. They play a role in the development and training of the Service Expert team. The SES will be a manager of others with some or all of the Service Experts reporting directly to the SES as defined by the AGM.
ESSENTIAL DUTIES & RESPONSIBILITIES
Deliver Member Experience
Ensure that all club members receive the highest level of customer service maximizing their experience.
Responsible for communicating and upholding company standards and leading by example for delivering the 24 Hour Fitness Service Promise; manage a clean, friendly and well maintained club
Ensure that Service Expert team members consistently execute the basics in punctuality, dress code compliance, friendliness and cleanliness
Support member retention by advocating for the best member experiences and operational processes in the club
Proactively engage club member base, regularly greet and interact with members
Resolve member concerns and complaints in a professional manner within 24 Hour Fitness corporate and club parameters
Handle member service issues to include: Personal Training, Lost and Found items, change of address, EFT setup or change, and questions regarding billings and payments
Assists in the planning and implementation of retail promotions and merchandising
Operate the POS System and make recommendations on retail products
Keep front desk area and lobby clutter free and orderly
Perform general cleaning duties to include hourly locker room checks
Monitor club facilities for appearance and equipment and resolve or escalate issues that detract from the member experience
Assist AGM and GM in providing direction to third party janitorial service
Deliver Guest Experience
Provide a welcoming and transparent guest experience for potential new members which can include registration, tours, addressing questions and concerns, presenting membership options and offering passes to try out the gym.
Responsible for assisting and directing guests, monitoring incoming inquiries and ensuring proper check in procedures are followed.
Support guests as needed with the completion of our digital guest registration system
Answer inquiries regarding membership options and club amenities to assist with the decision to join
Provide tours of the club facility at the request of the guests to assist with their decision to join.
Complete all new member onboarding SOPs such as cardless check-in and easy pay enrollment.
Follow-up with past guests and guests on trial passes per current SOP
Assists AGM and GM with the training and development of a strong Service Expert team hat delivers club goals and creates year over year membership growth, while reflecting company values
Staffing and Development
Maintain a fully engaged and high performing Service Expert team that aligns with company values and goals.
Models the 24 Hour Fitness core values during his or her leadership to ensure high level member and team member satisfaction
Support the training & development of the Service Expert staff on 24 Hour Fitness success routines, SOPs, and objectives
Conduct weekly (or as-needed) meetings with direct reports to review performance and offer direction, motivation and guidance toward achieving individual and company goals
Offer career growth and advancement opportunities
Instill a sense of common responsibility and teamwork across club functions to improve the member and team member experience
The SES is expected to develop a broad skill set in all aspects of club operations in order to understand the roles of others
The SES is able to 'step in' to assist members and team members to resolve issues in all areas of the business
The SES's development may involve formal cross-training, and/or informal activities
Implement new operational procedures and company directives
Follow-up with compliance checks by monitoring club systems and employee performance
Ensure that systems procedures are accurately followed: proper POS procedure, desk set up, file organization, member check-in, computer check-in, telephone inquiry, guest registration and check-in, master appointment book, cash handling, etc.
Maintain an efficient "back office"
Review daily reporting and prepare daily paperwork per daily success routines and SOP
Support AGM with making bank deposits and executing cash management success routines
Support AGM with the ordering and maintenance of club supplies.
Support AGM with proper inventory receiving and inventory control activities per success routines and SOP
Knowledge, Skills & Abilities
Strong customer service skills.
Strong communication skills both oral and written.
Attention to detail.
Minimum Educational Level/Certifications
High School diploma or General Educational Development (G.E.D.).
Cardiopulmonary Resuscitation (CPR) and Automated External Defibrillator (AED) certification required.
In California Clubs, Trustline Registration is required.
Minimum Work Experience and Qualifications
Must have 1-2 years' experience in customer service function. Retail environment preferred.
Previous supervisory experience preferred.
Basic computer skills.
Physical Demands/ Environmental Conditions
While performing the duties of this job, the employee is regularly required to stand for up to 8 hours. The employee occasionally sits, walks, kneels and reaches with hands and arms.
Frequently required to lift and/or move up to 45 lbs.
While performing the duties of this job, regularly exposed to moving mechanical parts.
The noise level in the environment is occasionally loud.
Extended workdays are a frequent occurrence, as are weekends and holidays as needed to support the business.
DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by incumbents assigned to this job. This is not intended to be an exhaustive list of all the responsibilities, duties and skills required. The incumbent may be expected to perform other duties as assigned. This job may be reviewed as duties and responsibilities change with business necessity.
FUNCTIONAL GROUP Operations