Shift Lead

Are you interested in fitness and wellness?

Job Summary 
Responsible for providing a superior level of customer service to Planet Fitness members, prospective members and guests, ensuring an exceptional "Judgement Free" member experience. Responsible for the leadership and development of member service staff members on shift.

Reports To 
Club Manager and Assistant Manager

Essential Duties and Responsibilities

Customer Service/Front Desk Activities 
• Greet members and guests, provide exceptional customer service. Make members feel comfortable and welcome! 
• Answer phones in a friendly manner and assist callers with a variety of questions. Check members in, tour and sign up new members, log amenities and communicate updates and events to members and guests. 
• Respond to member questions and concerns in a timely and professional manner. 
• Conduct beverage or merchandise purchases on the point of sale system. 
• Explain and promote our unique fitness instruction classes (pe@pf) to our active members and our new members, helping them to keep their workouts new and exciting. 
• Adhere to policies and procedures outlined in the employee handbook. Exceed the minimum required daily statistics. 
• Ability to assess and assist in emergency medical situations. 
• Uphold integrity and security of sensitive company documents. 
• Uphold rules and policies in the facility.

Staff Supervisor 
•
Assist with training of new employees 
• Provide backup support for any employee who is absent. 
• Lead by example and maintain consistent accountability. 
• Communicate between staff members any changes or information that is pertinent 
• to their positions. 
• Act as club ambassador at front door. 
• Complete and necessary documentation. 
• Complete all end of shift reports.

Member Accounts 
•
Utilize POS system to assist with new membership cards, change of address and billing or payment questions. 
• Check members into fitness classes daily using Datatrak system. Create new memberships and guest accounts for members.

Club Cleanliness and Maintenance 
•
Go above and beyond to keep the front desk area and lobby clean and orderly.
• Use all cleaning and sanitizing equipment daily. 
• Execute regular facility cleaning and upkeep such as mopping up spills under equipment, trash removal, cleaning windows and mirrors, and re-racking weights.
• Clean all exercise equipment and tanning beds. Clean restroom and wet area and keep stocked. Complete daily and weekly cleaning responsibilities. 
• Complete walkthroughs of clubs every 20 minutes.

Miscellaneous 
•
Track Key Performance Indicators such as guest counts, cancels, info calls Manage marketing efforts by ensuring that staff is aware of updates or changes. Assist with inventory counts. 
• Uphold the positive, energetic, upbeat culture of Planet Fitness. 
• Be a brand ambassador by leading a judgement free lifestyle.

Qualifications/Skills 
•
Positive friendly attitude 
• Must be 18 years of age or older 
• Basic computer proficiency with an eye for accuracy 
• Punctuality and reliability is a must 
• Exceptional customer service skills; able to interact in a positive and professional way with members and co-workers, exceeding the member's expectations 
• Positive leadership and diplomacy 
• Problem solving 
• Represent the core values of Planet Fitness at all times, by upholding the beliefs of teamwork, positivity, integrity, passion, accountability

Physical Demands 
•
Visible continuous activity during shift 
• Continual talking in person or on the phone to members during shift 
• Must be able to lift up to 50 lbs. 
• Frequent climbing, balancing, kneeling and crouching during shift
• Frequent cleaning of equipment and facilities