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Reception Manager

Planet Fitness - Parklands, Western Cape

Job Details

Full-time R7 000 a month

Full Job Description

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 needing focus, within the agreed time frame.

· Complete a minimum of one Reception Presence Audit per month with each team member, acting to improve areas identified as needing focus, within the agreed time frame.

· Log problems that may arise with facility and maintenance, promptly and efficiently.

· Manage time-keeping and attendance within rostered requirements, in compliance with HR policies.

· Update the daily communications book with necessary information and ensure staff compliance with regards to daily sign off.

· Deliver excellent communicative customer service via self and team by always informing members of happenings in the club.

· Carry out the required daily, weekly and monthly tasks and operational checklists to the highest standard and in line with published legislation.

· Apply the Planet Fitness Health and Safety and Duty of Care procedures to all areas of your work.

· Carry out the role of Manager on Duty when requested to do so by your Line Manager.

· Ensure all risks are dealt with immediately and do not place Planet Fitness, its staff, members, or business partners at any risk of harm.

· Access members into the facility according to Company Policy & Procedures.

· Use correct override where relevant in line with Company Policy & Procedures. Resolve or escalate member queries to Management.

· Deny access when appropriate in line with Company Policy & Procedures.

· Manage and carefully monitor failed access on a daily basis, striving to keep entry failure below 1% of overall daily access.

· Manually record all member manual visits for all business partners, e.g., Discovery Health, when the system is off-line.

· Ensure tags are issued in line with Company Policy and Procedures and ensure all member’s accessing facility has received a tag.

· Ensure all new member’s accessing the facility has a photo taken and displays when tagging in. also ensure all existing members have a photo displaying on access.

· Log and escalate any IT related concerns via our IT Helpdesk, follow up on outstanding tickets logged and escalate to Club General Manager where support required.

· Receive, document and store Lost Property in line with the Lost Property Procedure.

· Ensure that all lockers are cleared daily and record property found in lockers accordingly.

· Apply the Protection of Personal Information Act (POPIA) by ensuring all guest, member and staff personal information stored safely and not accessible to unauthorized individuals

· Ensure your personal presentation, and that of your work place, is in line with Planet Fitness Brand and Dress Code Policy standards. Professionally represent and promote Planet Fitness as a Brand Ambassador.

· Understand and follow the company basic expectations as agreed upon during your induction.

· Maintain the presentation of reception to the highest standards of cleanliness and health and safety.

· Ensure that all displays, signage and posters are compliant with the Planet Fitness Brand.

· Assist prospective members via the company policy and procedures by completing relevant information and/or documents, e.g., Guest Controls etc., without fail.

· Monitor all daily guest visits by complying with the club Sales Up-System and Guest Control Sheets

Operations Key Performance Indicator

4. Team

Demonstrate commitment to the continuous personal and professional development of yourself and your colleagues. Deliver regular and effective communication to enhance the performance of the team.

· Build a high-performing team and motivate team members to deliver exceptional member service through the provision of team training, continues observation, coaching & feedback, reward and recognition methods.

· Conduct ongoing review of motivation levels and success of initiatives in this area and foster a culture of team work, high performance and excellent customer service throughout the Club.

· Lead by example in the way that you behave. Be a Brand Ambassador and deliver the Planet Fitness values at all times when on company business.

· Identify and implement creative ways of incentivising and motivating staff towards increased standards of performance.

· Ensure that staff is booked onto training courses within the time frame stated within their Learning and Development Plan.

· Ensure that all new starters are welcomed by the team, have a Personnel File (P File) set up, and complete their induction on their ﬁrst day, as per Induction program.

· Monitor progress of new starters by ensuring implementation and effectiveness of the Learning and Development Plan (LDP) for the role.

· Apply the Human Resource systems and procedures for Recruitment, Induction, Learning and Development, Employee Relations and Employee Wellness. To include compliance to:

o HR Policy - HR Department to be informed in advance of any formal employee proceedings or staff movement.

o All interviews to follow the Planet Fitness Competency Based Selection recruitment procedures.

· Monitor and address any misconduct and poor work performance immediately, offering where possible, remedial measures to resolve any short falls and performance manage team members “upwards” to standard required. Seek support and guidance from your Club General Manager.

· Manage and lead the reception team towards effective teamwork and delivery of excellent Customer Service.

· With your Team, embrace every opportunity to create a positive experience for members and guests, on each visit.

· Compile, update and manage the team monthly roster. Ensure team roster is readily available minimum 4 weeks in advance.

· Engage in effective and professional communication with Staff, Club Management, colleagues and Head Ofﬁce:

o Co-ordinate and lead Reception team meetings to communicate relevant initiatives, reports, and operational issues.

o Circulate relevant memo’s, statements, reports and notices and ensure understanding.

o Take initiative to ask questions when there is anything you don’t understand or are unsure of.

· Conduct performance management meetings with staff and attend with your Club Manager, in line with the Planet Fitness Performance Management System, including:

o Daily/Weekly documented 121’s with your team

o Weekly documented observation, coaching and feedback (OCF)

o Monthly KPI reviews

o Weekly / Monthly Objective setting

o Completion of your Learning and Development Plans and Personal Development Plan.

· Take responsibility for your own personal and professional development:

o Complete your Learning and Development Plan and Personal Development Plan.

o Deliver on set objectives.

o Respond positively to coaching and feedback from your Line Manager and fellow team members.

· Attend scheduled training as booked by your Club General Manager.

· Make ongoing, positive contributions to your Team’s delivery of high service standards, in all areas.

· Demonstrate an enthusiastic approach to work and contribute towards maintaining a friendly and enjoyable work environment.

· With your Team members, embrace every opportunity to create a positive experience for members and guests, on each visit.

· Strive towards being part of a team that contributes towards the overall success and profitability of the business:

o Service delivery

o Team Contributor

o Brand and Club Ambassador

Team Key Performance Indicator

5. Financial and Commercial

Achieve targets by delivering revenue, controlling costs and maintaining quality.

· Take accountability for the profit and loss of the Club though the management of your team and aim to exceed profit targets as set by Planet Fitness.

· Ensure that all products and services are sold at the agreed company pricing.

· Comply with all Planet Fitness receipting policies and procedures to account for monies as soon as they are received and ensure receipting completed accurately.

· Ensure all assets are correctly protected and controlled.

· Ensure that stock is kept secure and stock management process followed. Ensure stock managed and balances at each change in shift and report any discrepancies to Club Management.

· Demonstrate integrity through accurate ﬁnancial reporting and record keeping as per Planet Fitness’ procedures.

· Complete the drop-safe register during your shift and report any discrepancies to your line manager.

· Control cash float in reception on a daily basis and manage cash handling within company policy, procedure and guidelines.

· Achieve monthly arrears target by effectively managing daily collections of each team member in line with their individual targets.

· Engage with members professionally to collect arrears while managing failed access. Update the database daily.

· Assist the membership administrator with relevant administrative tasks and duties recognizing the financial impact they have upon the profit and loss of the club.

· Operate reception within budget, set by your line manager, with the objective to reduce outgoing costs, e.g., stationary, printer toner etc.

· Contribute towards the club’s overall revenue target by assisting your team in the promotion and sales of other club services, products, and events. Focus upon display presentation standards, implementation of each month’s promotions and marketing campaigns in order to take best advantage of potential membership and products sales.

Financial and Commercial Key Performance Indicator

Person Specifications

Managing Self

· Achievement / Results Driven

· Initiative

· Self Confidence

Managing Others

· Communication Verbal

· Customer Service

· Conflict Management

· Team Leadership

· People Management

· Delegation

Managing the Job

· Analysis

· Knowledge - Organization

· Information Seeking

Job Type: Full-time

Pay: R7 000,00 per month

Education:

GCSE or equivalent (preferred)

Experience:

Customer service: 1 year (preferred)
Administrative experience: 1 year (preferred)

Language:

English (preferred)

Licence/Certification:

Driving Licence (required)

Application Deadline: 2024/04/30

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