Sales and Service Overnight

JOB SUMMARY

The Sales & Service Overnight (SSO) is a member of the Club Operations team that serves the needs of members and guests to create a welcoming, informative, and enjoyable experience.

Working a dedicated overnight shift, the SSO plays a critical role in upholding the 24 Hour Fitness Service Commitments starting with a Clean, Friendly, Well-Maintained gym.

The SSO will regularly interact with guests inquiring about memberships and through consultative and engaging conversation, helps inspire guests to take the right next steps in pursuing their fitness goals.

In addition, the SSO maintains relationships with existing members, greeting them during check-in, resolving concerns that may arise, and contributing to a best-in-class member-centric environment.

ESSENTIAL DUTIES & RESPONSIBILTIES

Member Engagement

Uphold Service Commitments and drive member satisfaction by :

Ensuring members receive a friendly greeting / check-in and prompt attention to their needs

Maintaining name relationships with members and serving as a resource for their questions or concerns

Resolving member concerns as they arise and when needed, escalating through the proper management channels

Being present on the club floor and locker rooms, helping keep a clean and safe environment

Regularly conducting team cleans and identifying equipment and / or amenities in need of service

Guest Experience & New Member Onboarding

Generate quality guest visits and assist enrollment as needed through :

Helping guests become comfortable in the club

Offering tours, discussing amenities and answering membership questions

Inspiring guests to achieve their personal fitness goals

Presenting 24 Hour Fitness in a way that best connects with guests

Removing barriers and misconceptions on both free and fee-based Fitness services (Personal Training, Group Exercise, 24GO Digital)

Ensuring new members are set up for success by meeting with a Personal Trainer

Retail Merchandising and Other In-Club Promotions

Sell retail products and generate additional club revenue by :

Maintaining a proficient knowledge base of current retail products

Ensuring proper retail merchandising and planogram standards

Encouraging members to refer guests to try the club

Offering in-club promotions including Personal Training, Add-On Memberships, etc.

ORGANIZATION RELATIONSHIPS

This position will report directly to the Sales & Service Manager.

REQUIRED QUALIFICATIONS

Knowledge, Skills & Abilities

All 24 Hour Fitness Membership sales and administrative processes

Computer skills for using 24 Hour Fitness systems and other common applications as needed

Strong customer service skills

Strong communication skills both oral and written

Organization skills

Attention to detail

Minimum Educational Level / Certifications

High School diploma or General Educational Development (G.E.D.).

Cardiopulmonary Resuscitation (CPR) and Automated External Defibrillator (AED) certification from approved organization is required.

CPR & AED certification will be provided through 24 Hour Fitness.

Must complete SSO training (includes Club Orientation and Club Safety) prior to working alone at the front desk.

Minimum Work Experience and Qualifications

Must have 6-12 months experience in customer service function.

Prior overnight shift experience preferred.

Experience operating multiple phone lines preferred.

Basic computer skills.

Physical Demands / Environmental Conditions

While performing the duties of this job, the employee is regularly required to stand for up to 8 hours and must talk and hear.

The employee occasionally sits, walks, kneels and reaches with hands and arms.

Frequently required to lift and / or move up to 45 lbs.

While performing the duties of this job, regularly exposed to moving mechanical parts.

The noise level in the environment is occasionally loud.

Travel Requirement

Some travel may be required to attend meetings and trainings.

DISCLAIMER : This job description is intended to describe the general job functions and requirements for this position. This is not intended to be an exhaustive list of all the qualifications, responsibilities, duties, and skills required.

24 Hour Fitness reserves the right to modify, add, or remove duties as necessary.