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.

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 Districts 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.

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.

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.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily and demonstrate the competencies listed above in addition to the following:

- Minimum of 18 years old.

- Minimum of one year of proven successful experience in customer service.

- Experience in health club or the hospitality industry is preferred.

- Excellent verbal and written communication skills.

- Excellent customer service skills.

- Excellent organizational skills.

- Ability to work independently, to be self-motivated, and maintain professionalism at all times.

- Basic understanding of fitness center/health club operations.

- Knowledge of computer software programs including Microsoft Office, Recreation software, and the Internet.

- Ability to work effectively with the general public, cooperating agencies, businesses, organizations, civic groups, and park district employees.

- Ability to read, understand, remember, and interpret routine documents such as safety rules as well as communicate information therein.

- Ability to write routine reports and correspondences and to speak effectively before groups of participants or employees of the organization.

- Ability to understand, remember, and apply common sense to carry out instructions furnished in written, oral or diagram form.

- Ability to identify and respond quickly to emergency situations.

- Ability to effectively problem solve and adapt to change.

Education & Training

- Minimum of a high school diploma or equivalent.

Certificates, Licenses, Registrations

- Obtain and maintain a valid Illinois State Drivers License.

- Obtain and maintain first-aid certification within first 30 days of employment.

- Obtain and maintain adult CPR/AED certification in first 30 days of employment.