Wellbridge Athletic Club - Cambridge (Harvard Square)
The First Impressions Manager is responsible for the service, convenience, cleanliness and safety of the member's experience starting from the parking lot to the back of the locker room. This generally includes the coordination and management of MODs and Front Desk plus coordinating housekeeping where it is necessary to keep the club in a "camera ready" state. The position is also a key "go-to" person for membership paperwork other than those that apply to a membership sale or upgrade. Finally, this position is considered the club expert in addressing customer service challenges, questions and comments in best practice every time and will offer training and guidance for all other club associates to do the same.
MAJOR DUTIES & RESPONSIBILITIES:
Coordinate and oversee the activities of all hospitality desk associates, and other departments as necessary, to exceed service and communication expectations while achieving club/department budgetary objectives.
Communicates club programs, services and events to Front Desk associates in order to provide members and guests with accurate and timely information
Ensures all teammates under direction execute their positions based on FitTeam principles
Ensure the efficient and effective operation of the desk and delivery of superior customer service to members and guests
Train, develop, schedule and manage MODs to exceed expectations of service, safety and cleanliness
Utilize desk and MOD team to have the club, and its surrounding outdoor areas, photo ready at all times and before and after the club closing times
Coach and guide housekeeping staff for efficiency and effectiveness of member needs in cleanliness.
Promptly address and resolve member concerns, questions, and comments as the key "go to" person.Inform Department Heads and/or General Manager of concerns and repeat customer service, product, billing, etc. issues.
First in line to handle all membership paperwork with exception to membership sales and upgrade opportunities.
Responsible for implementation and adherence to company operational policies and procedures.Monitors department policies and standard operating procedures manual and communicates to regional staff as necessary.
Maintain current licenses and permits as required by all federal, state and local health for assigned departments.
Ensure all managed departments are properly trained and certified in emergency response. Systems, first aid and CPR.
Perform Manager-On-Duty shifts as required.
Conduct regular staff meetings to update all managed departments on company visions and missions, club performance and new programs and services on an as-need basis.
Ensure performance management of staff by providing department orientation, managing and documenting performance evaluation standards, and providing career development feedback on a timely basis.
Manage staff to ensure compliance with human resources policies and procedures including recruiting, hiring, compensation, payroll, training, performance management, safety, and termination.
Other duties and tasks as assigned.
Education and/or Experience: High school diploma or equivalent. Minimum of 1 year of customer service experience in fitness, spa, hotel or hospitality industry. Minimum of 6 months of supervisory experience in customer service preferred. College degree preferred. Computer skills in Microsoft and Industry specific programs to monitor and gather operational data for analysis. Ability to problem solve problems that arise that interfere with member experience.
Benefits include medical, dental, 401K and paid time off. Free Membership!