Reception Manager

**Job Purpose**:

- To ensure that the reception area is effectively and efficiently managed at all times to provide members and guests with a positive first impression and maximize member interaction and satisfaction.
- To demonstrate a passionate, friendly, and professional manner when delivering high quality service standards within reception.
- To continually strive towards improving member satisfaction levels. You will respect that your colleagues, club members, and internal customers are individuals and unique.

**Key Performance Areas**:
**1. Service**

**Provide all Planet Fitness Guests and Members with excellent customer service in order to continuously strive to improve member satisfaction and increase member retention through the following**:

- Greet all members / guests in a friendly and professional manner. Member interaction to comply with company expectations.
- Ensure and Deliver excellent Customer Service to internal as well as external members / guests and maximize interaction with members.
- Manage Receptionists’ interaction with members / guests.
- Monitor and control member / guest access process.
- Offer credible and helpful advice to our members. Have a thorough understanding of member contracts, our product and member management system.
- Look for opportunities to exceed member’s expectations in each area of the club and escalate concerns to management or relevant Head of Department.
- Use Member Management System to investigate and check member’s details, statement and profiles to assist in resolving member queries and if unable to resolve to log on CRM.
- Manage member feedback ensuring comments are logged correctly through CRM and that the Super user contacted to resolve the query within 48 hours.
- Respond to, and resolve, member queries and complaints promptly and professionally and in line with the Planet Fitness Customer Service policy and procedures.
- Ensure that Reception team and Reception presentation is in line with Planet Fitness brand and Dress Code policy standards.
- Deliver courtesy calls to new and existing members.
- Foster a climate of striving to exceed member’s expectations in each area of the club
- Monitor escalation of member feedback and expectations to relevant Heads of Department.
- Monitor utilization of member resolution process.
- Professionally represent and promote the Planet Fitness Brand through the way you behave both at the club and when on other Planet Fitness business, including training courses, outreach promotions, and meetings.
- Answer the telephone within 3 rings and or transfer calls, using the correct script. Speak clearly and with a friendly tone of voice.
- Use Public Address (PA) System when required and professionally.
- Ensure your personal presentation is in line with Planet Fitness Dress code standards.
- Provide ongoing and relevant Customer Service training to your reception team

**Service Key Performance Indicator**

**2. Product**

**Deliver an exceptionally high standard of the Member Journey in order to offer and encourage members to utilize all aspects of the Planet Fitness product. Take ownership of the Planet Fitness Member Journey through the following**:

- Understand the entire Member Journey and the importance of your role as the first point of contact.
- Understand the product fully, by participating in Group Exercise classes and consistently trying out the facilities your club has to offer, i.e., train in your own club.
- Assist the Sales Consultants with booking and encouraging New Members to participate in New Member Induction (NMI). Book all new members for their New Member Induction Session.
- Take ownership of NMI bookings at Point of sale, confirmation of bookings and re book no show members for a follow up NMI session in order to achieve optimal member satisfaction. Track NMI process through NMI booking sheet and Tracker.
- Take ownership of all booking procedures such as Group Personal Training and Squash Bookings in order to achieve optimal member satisfaction.
- Record member usage of Group Exercise classes.
- Assist members with class schedule information via our website and kiosks.
- Encourage members to utilize all aspects of the Planet Fitness product in order to improve member retention.
- Log problems that may arise with facility and maintenance in all areas of the club, promptly and efficiently.

**Product Key Performance Indicator -**

**3. Operations**

**Comply with current Human Resources, Health and Safety and Club Operations procedures. Ensure the safe and effective operation of your department in line with company policy by**
- Ensure you and staff are briefed daily on current issues within club
- Ensure you and staff complete shift handover documents accurately and timeously.
- Monitor and control staff checklists on an ongoing basis e.g., Reception Book and MOD Book
- Complete a minimum of one Reception Audit self-assessment per month, acting to improve areas identified as needin