24 Hour Fitness, INC. Service Expert Supervisor in Pleasanton, California

LOCATION 4770 Willow Road Pleasanton CA 94588

At 24 Hour Fitness we are committed to our mission of helping people--team members and members alike--to become the best version of themselves. We've changed the landscape of the fitness industry and pioneered the concept that fitness can be accessible, affordable and a way of life for everyone. We're looking for committed and dedicated individuals to help grow our business, so that we can share the promise of 24 Hour Fitness with more people

JOB SUMMARY

The Service Expert Supervisor (SES) assists the Assistant General Manager (AGM) in delivering the best guest andmember experience through execution of our service promise, and in club success routines. They play a role in the development and training of the Service Expert team. The SES will be a manager of others with some or all of the Service Experts reporting directly to the SES as defined by the AGM.

ESSENTIAL DUTIES & RESPONSIBILITIES

Deliver Member Experience

Ensure that all club members receive the highest level of customer service maximizing their experience.

  • Responsible for communicating and upholding company standards and leading by example for delivering the 24 Hour Fitness Service Promise; manage a clean, friendly and well maintained club

  • Ensure that Service Expert team members consistently execute the basics in punctuality, dress code compliance, friendliness and cleanliness

  • Support member retention by advocating for the best member experiences and operational processes in the club

  • Proactively engage club member base, regularly greet and interact with members

  • Resolve member concerns and complaints in a professional manner within 24 Hour Fitness corporate and club parameters

  • Handle member service issues to include: Personal Training, Lost and Found items, change of address, EFT setup or change, and questions regarding billings and payments

  • Assists in the planning and implementation of retail promotions and merchandising

  • Operate the POS System and make recommendations on retail products

  • Keep front desk area and lobby clutter free and orderly

  • Perform general cleaning duties to include hourly locker room checks

  • Monitor club facilities for appearance and equipment and resolve or escalate issues that detract from the member experience

  • Assist AGM and GM in providing direction to third party janitorial service

Deliver Guest Experience

Provide a welcoming and transparent guest experience for potential new members which can include registration, tours, addressing questions and concerns, presenting membership options and offering passes to try out the gym.

  • Responsible for assisting and directing guests, monitoring incoming inquiries and ensuring proper check in procedures are followed.

  • Support guests as needed with the completion of our digital guest registration system

  • Answer inquiries regarding membership options and club amenities to assist with the decision to join

  • Provide tours of the club facility at the request of the guests to assist with their decision to join.

  • Complete all new member onboarding SOPs such as cardless check-in and easy pay enrollment.

  • Follow-up with past guests and guests on trial passes per current SOP

  • Assists AGM and GM with the training and development of a strong Service Expert team hat delivers club goals and creates year over year membership growth, while reflecting company values

Staffing and Development

Maintain a fully engaged and high performing Service Expert team that aligns with company values and goals.

  • Models the 24 Hour Fitness core values during his or her leadership to ensure high level member and team member satisfaction

  • Support the training & development of the Service Expert staff on 24 Hour Fitness success routines, SOPs, and objectives

  • Conduct weekly (or as-needed) meetings with direct reports to review performance and offer direction, motivation and guidance toward achieving individual and company goals

  • Offer career growth and advancement opportunities

  • Instill a sense of common responsibility and teamwork across club functions to improve the member and team member experience

  • The SES is expected to develop a broad skill set in all aspects of club operations in order to understand the roles of others

  • The SES is able to 'step in' to assist members and team members to resolve issues in all areas of the business

  • The SES's development may involve formal cross-training, and/or informal activities

Club Administration

  • Implement new operational procedures and company directives

  • Follow-up with compliance checks by monitoring club systems and employee performance

  • Ensure that systems procedures are accurately followed: proper POS procedure, desk set up, file organization, member check-in, computer check-in, telephone inquiry, guest registration and check-in, master appointment book, cash handling, etc.

  • Maintain an efficient "back office"

  • Review daily reporting and prepare daily paperwork per daily success routines and SOP

  • Support AGM with making bank deposits and executing cash management success routines

  • Support AGM with the ordering and maintenance of club supplies.

  • Support AGM with proper inventory receiving and inventory control activities per success routines and SOP

REQUIRED QUALIFICATIONS

Knowledge, Skills & Abilities

  • 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 required.

  • In California Clubs, Trustline Registration is required.

Minimum Work Experience and Qualifications

  • Must have 1-2 years' experience in customer service function. Retail environment preferred.

  • Previous supervisory experience 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. 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.

  • Extended workdays are a frequent occurrence, as are weekends and holidays as needed to support the business.

DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by incumbents assigned to this job. This is not intended to be an exhaustive list of all the responsibilities, duties and skills required. The incumbent may be expected to perform other duties as assigned. This job may be reviewed as duties and responsibilities change with business necessity.

FUNCTIONAL GROUP Operations

FULL-TIME Part-time