Customer Service jobs in Canada

Position Title: Front Desk Manager

Job Description: The Crunch Assistant Manager will ensure the members receive the highest quality of service and facilities. He or she will exhibit an ability to achieve the financial targets for the club as outlined in the annual/monthly budget by motivating, leading, supervising and coordinating the activities of employees engaged in servicing our member needs. He/She will demonstrate an aptitude and command of all company wide policies and initiatives to ensure the integrity of the Crunch brand.

Reports to: General Manager

Requirements:

• 1-2 years management experience preferred (leading 3-10 employees)
• Ability to access and operate Company computer system including prepare documents, enter data into computer system, read reports from a computer data base or email system.

Special Skills

• Strong organizational skills
• Strong leadership skills
• Fitness knowledge
• Inventory management experience (preferred)

Administration/Organization

• Demonstrate a working knowledge of all standard operating procedures and policies that pertain to the club.
• Communicate and implement club policies and procedures to employees.
• Encourage staff to work as a team and be productive.
• Illustrate an ability to make decisions.
• Recruit and hire the highest possible caliber of staff.
• Demonstrate the ability to lead, motivate, and manage front desk and facility maintenance team.
• Tour as many guests as possible throughout the month and interact with as many members as possible checking in to the facility.
• Achieve desired revenue goals thru the leadership and motivation of employees.
• Implement and support company programs and promotions to help generate new sales leads for optimum new membership growth.
• Ensure that team maintains proper tracking forms and scorecard.
• Ensure that all promotions are effectively communicated to the team and all other appropriate staff.
• Ensure ongoing prospecting and generation of new prospective members (grass roots marketing, social media, community onsites, local business cross promotions, etc)
• Ensure that the staff has a high level of knowledge about the clubs programs, facilities and equipment. Lead daily role play for sales presentation, telephone inquiry, common questions, etc.

Personal Training/Revenue Management

• Achieve desired personal training and group personal training goals at point of sale.
• Achieve desired revenue and production results thru the leadership and motivation of employees.
• Implement and support company programs and promotions to help generate new pt client acquisition for optimum member base penetration.
• Facilitate integration of Personal Training products into point of sale presentations to maximize the number of orientation sessions scheduled and packages sold.
• Ensure group personal training check in process is being properly followed by team.

Operations

• Support personnel related problems or difficulties by following club procedure and documentation.
• Resolve member complaints in an expeditious and tactful manner following club procedure and documentation.
• Promote a professional, fun, and welcoming atmosphere that enhances the quality of service and care offered to the members.
• Ensure the club meets standards for cleanliness, maintenance, safety, and security.
• Conduct daily/weekly detailed inspection of the club with the Facility Maintenance Lead utilizing cleaning checklist and forward information to appreciate staff.
• Ensure visible maintenance items are repaired promptly, proper signage is posted and if possible out of service equipment removed from the floor.
• Reinforce to staff that cleanliness is everyone’s responsibility, not just the maintenance staff. Manage daily area clean and team cleans by the front desk staff.
• Ensure proper inventory of maintenance parts, and order of all other supplies (office, janitorial, retail, cooler drinks, uniforms, etc).
• Track completion of opening/closing checklists, stage management, repair & maintenance log, locker log and cleaning checklist.
• Assist in the processing, submission and approval of payroll.
• Ensure that systems procedures are accurately followed: proper POS procedure, Front Desk Set Up, File Organization, Member and Group Training Check-in, Telephone Inquiry, Guest Registration, Master Appointment Book, Cash Handling, Member ID Cards, KickOff scheduling, PPM protocol, etc.
• Exhibit an understanding of budgets and income statements.
• Establish controls of expenses and purchasing of club supplies.
• Display an ability to keep expenses at or below budget.
• Demonstrate an ability to articulate variances in revenue/sales/expenses versus budget.

Leadership/Motivation

• Serve as a role model for employees.
• Provide an inspirational environment that welcomes honest feed back from employees and takes action to ensure a quality, working environment.
• Oversee, support, direct and develop the front desk and facility maintenance team.

Profit Centers

• Illustrate an ability to drive profit center revenue such as personal training, retail, etc.
• Monitor flagged check-in’s to increase revenue and collections.
• Demonstrate an ability to increase revenue per member.
• Implement initiatives to reduce member attrition.
• Establish procedures to keep shrink to a minimum.

Accountabilities

• Implement and support company programs and promotion to help generate new sales leads for optimum new membership growth.
• Oversees expense goals by managing payroll and general and administrative expenses.
• Ensure that the clubs meet Crunch standards for cleanliness, maintenance, safety, security and physical plant operations.
• Keep current in knowledge of key competitors.
• Conduct frequent walk thrus (daily).

Measurement Standards

• Successful management of all financial budgetary goals.
• Ensure standards of clubs cleanliness and customer service excellence.
• Demonstrate professionalism by leading by example.
• Timely completion of assigned tasks and projects.
• Follow all policies and procedures.
• Above description may be subject to change or alteration at any time.

Meetings

• Daily “One Minute Meetings” with front desk and maintenance staff
• Daily role play with front desk staff
• Weekly Club Management Meeting
• Biweekly team member coaching
• Annual Performance Evaluations