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Program/Membership Advisor
Job Description Job Description Benefits: Bonus based on performance Dental insurance Employee discounts Health insurance Opportunity for advancement Training & development Wellness resources Position Title: Program/Membership Advisor Requirements: Fluent in English Proficient reading and writing skills Special Skills: Good communication skills Strong customer service skills Responsibilities: Sales Follow the Crunch Weigh Sales Script and Enroll New Members Upgrade current members Activate new members Selling Skills Meets daily, weekly and monthly Individual Membership Goals as set forth by Management. Determine the desires, wants and needs of the prospective member by performing a proper Needs Analysis on all Qualified Guests via the Guest Courtesy Card. Provides information to prospective members in person or over the phone regarding club facilities and programs that suit their individual desires, wants and needs. Converts telephone inquiries into club visits. Gives tours and trial memberships to prospective members. Effectively demonstrates equipment and facilities. Guides the prospective member through the decision-making process. Creates desire for prospective members to join club and aggressively inspires them to join. Upgrades existing memberships to memberships of a greater value, by adding family members and providing personal training packages and group training sessions. Fills out all paperwork required for accurate membership sales and records. Meets daily, weekly, monthly and quarterly sales goals. Marketing Skills Generate a minimum of 5 contacts per inactive hour via the following: Phone, Email, Texting, Social Media (specifically LinkedIn) Come to work prepared with a minimum of 5 pre-booked appointments for the shift. Solicits prospective members outside the club at least 1 hour per day in the mid afternoon and scheduled in data track Internally distributing guest passes, asking for referrals, Follows-up on all prospects with effective telephone and mail contact to invite and inspire them to visit and join the club. Creating 3-5 events in the club per month 1 per week Member Service Follow the three steps of service Greet all members & their guests use their name and wish them a good workout Exceed expectations and suggestive sell With a smile, wish them well as they exit the club Check Ins: Check in all members and guests in accordance with company procedures Ensure all members are participating in services and programs according to their level of membership Facilitate any messages on club software at member check-in Observes ABC screen to book kick-offs Identify opportunities where you can promote higher level memberships and programming Facilitate all member requests or forward to a manager, assistant manager or manager on duty Get feedback on group fitness classes and programs we have running and provide to management Calls members as prescribed in the Club Management System to ensure member satisfaction and usage. Runs low usage reports, new member calls and birthday calls for the purpose of generating kickoff, referrals and fostering member usage to avoid cancellations. Handle all cancellations requests and propose lifeline and alumni programs (saves) Guests Greet guests promptly and courteously Communicate special events to members and guests Explain membership options to guests and ask them if they would like to enroll Ensure all first time guests are taken through a tour Follow up with all guests Desk Duties Serve as a mentor and teacher to the Member Service Reps as it relates to them achieving benchmarks Assist with Managing the Member Service Reps (scheduling, compliance, training) Answer phones in courteous, helpful, professional manner Master the use of the CMS system Maintain professional disposition at all times Schedule member services: tanning, etc. Facilitate payment of member services in accordance with company procedures Know club facility, services, programs and schedules Maintain a clean and organized work area Assist in all projects as delegated by club management Follow all policies and procedures in the Employee Handbook Take the initiative to learn opening and closing duties
Desired qualifications:
- Fluent in English
- Proficient reading and writing skills
- Good communication skills
- Strong customer service skills
