Senior Member Services Assistant Department Head - Full-time / Part-time

Responsible for the overall member retention, the direction, coordination and supervision of Member Services team members at the Front Desk and Account Services Desk. Position directs and ensures that our team members get to know every member by listening and responding to them. Ensure team members proactively exceed the needs of members, accurately answer questions and actively promote all events and programs with friendly and inviting engagement. Deliver the highest quality customer service to all members and guests through professional greetings, account maintenance, and extensive knowledge of all Life Time Fitness products and services. Ensure team members proactively meet the needs of members and accurately answer questions.

Major Duties & Responsibilities

Member Experience

Ensure team members greet and service members in a friendly and professional manner by working the front desk zones about 45% of the time and following LTU customer service training

2. Ensure team members are attentive and promptly respond to members needs, even anticipate member needs

3. Participate actively in taking membership change requests and saving memberships or converting members to a non-access membership at a high rate

Ensure team members admit members by scanning their membership cards and appropriately respond to messages regarding the account

5. Ensure phone calls are answered and transferred in a timely and professional manner

6. Ensure walk-in prospective members are promptly greeted and a Membership Engagement Advisor is quickly contacted to assist them

7. Ensure call-in prospective members are quickly transferred to a Membership Engagement Advisor and are not placed on-hold or transferred to voicemail

8. Be available and trained to greet and service members at the Front Desk and Account Services Desk

Completes member paperwork, including address changes, new members, electronic funds transfers and payments and possibly membership change requests

Sales & Promotion

Articulate extensive knowledge of Life Time, proactively promoting products, services, policies and procedures to prospective and current members

Financial & Budgetary

1. Ensure front desk cash drawer is properly closed and balanced each day, responsible for all daily drawer reconciliation activities.

2. Manage payroll at all member service desks (Front Desk, Account Services and Activity Center), taking corrective action as necessary to edit payroll and ensure labor costs are within the budget while adjusting staffing due to seasonal needs.

3. Has the ability to place and receive orders/needs for the club via workday.

4. Responsible for entering and completing all date entry for the club.

5. Responsible for all daily club cash deposits and three daily cash counts/drops.

6. Expert working knowledge of MMS ( Member Management System)

Managerial & Supervisory

1. Acting DH in the absence of the Member Services Department Head

2. Create staffing schedules using tools that incorporate club swipe activity

3. Train member services team members through standard operating procedures, role playing, shadowing other teams members and providing ongoing and regular coaching feedback

4. Mentor member services staff to develop excellent customer service and promotional skills

5. Manage new hire needs: recruit, interview, hire and train new member services team members

6. Assess individual performance, provide feedback, and recognition

7. Cross-train with other departments

8. Direct and assign projects to front desk team members

9. Assist with department meetings

Responsibilities of All Positions

Support and articulate the Life Time Fitness mission statement

Adhere to company policies and procedures

Ensure cleanliness of the club using all 6 senses:

Sight to ensure club is neat and orderly

Sound to ensure music/sound levels are appropriate

Touch to ensure floors, countertops, etc are clean and dry

Taste to ensure food & beverages in the caf are up-to-standards

Smell to ensure the club is fresh and odor free

Energy

Customer Service :

Demonstrate positive attitude and actions through a display of courtesy, service, cooperation, hospitality, sensitivity, and professionalism to internal and external customers

Safety :

Safety responsibilities

Comply with all company safety rules

Use all required safety devices and personal protection equipment

Report accidents and injuries to supervisor as soon as possible

Participate in safety training and safety inspections

Suggest methods of preventing hazards to safety committee Education:

* High School diploma or GED

* College degree in business or related field preferred

Experience:

* 2-3 years customer service experience

1-2 years supervisory experience

Basic POS (point of sale) transaction experience

Licenses / Certifications/ Registrations:

* CPR/AED certification required within the first thirty days after hire date

Knowledge, Skills, Abilities and Other Characteristics

* Extensive knowledge of all club policies, procedures, programs, products, and services

* Firmly but tactfully enforce Life Time Fitness policies and procedures

* Excellent customer service and promotional skills, energetic, enthusiastic, and motivational

* Ability to resolve conflicts in a professional, tactful manner

* Ability to define problems, collect data, establish facts and draw valid conclusions

* Excellent time management and organizational skills

* Ability to coach, develop staff, and foster a team environment

* Ability to multi-task, learn quickly, and make decisions easily and quickly

Ability to operate a personal computer

Proficient in Microsoft Excel and Word

Language Ability:

Language Ability- Intermediate- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers, clients, and other employees of the organization in English.

Math Ability:

Mathematical Skills- Intermediate- Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply basic concepts of basic algebra and geometry.

Reasoning Ability:

Reasoning Ability- Intermediate Skills- Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Technical Skills:

To perform this job successfully, an individual must have knowledge of Microsoft Word, Excel, Power Point, Microsoft Outlook.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; ability to climb ladders. The employee is occasionally required to sit.

The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The work is performed in child center within an athletic club environment. The noise level is usually moderate.