Fitness Team Lead

Specific responsibilities – As Fitness Centre Lead (25%):

• Act as a people leader by supporting the Supervisor with staff training & development opportunities, coaching, and ongoing feedback for all team members. This includes in-the-moment staff feedback and support.
• Monitor, role model, and actively work to enhance team morale, positivity, and professionalism.
  
• Manage proper open/close procedures, including ensuring that all tasks are complete, delegating as required.
• Develop, implement, maintain, and work to constantly improve processes and procedures in the Fitness Centre, working within established SLSC systems and expectations for exceptional team communication and customer service standards.
• Handle and role model effective customer interactions for situations including policy/rule violations, upset customers, first aid incidents and other types of customer situations.
  
• Conduct equipment inspections and ensure inspection reports have been completed.
  
• Fluent in ActiveNet, can make edits based on ongoing changes, adding and removing activities.
• Maintain WHMIS labelling and all safety/ERP equipment and information for the fitness team, including supporting the compliance of Health and Safety protocols and training
• Scheduling of desk staff using Dayforce, ensuring reliable & efficient scheduling that meets business needs, while supporting shift coverage questions and coordinating short notice substitutions.

“Closing” Administrative Duties

• Actively on the weight floor – more supervision of the space. (more presence) *weight floor orientations
  
• Engage & effectively communicate to unique evening demographic
• Maintenance logs of equipment (R&M) *tracking
• Support fitness instructors (room readiness, any needs, etc.)

Specific responsibilities – As Fitness Desk Rep (75%):

• Assist our customers in a sincere, professional, courteous, and “above and beyond” manner.
• Multitask interactions with customers, knowledge of programs and how to register, knowledge of membership options, answering phone calls and emails, and providing tours to potential customers.
  
• Register and process customers promptly upon arrival and departure.
  
• Assist Fitness Trainers & Class Instructors with class set-up/take-down.
• Understand all aspects of the business including a strong knowledge of facility layout, programs, special events schedule, website daily updates, hours of departments & tenants.
• Handle & operate equipment – printers, photocopier & computer, washer/dryer , plus fitness equipment.
• Understand and apply all safety, security, and emergency procedures including thorough knowledge of facility rules, WHMIS, Emergency Response Plan, and Area Warden procedures.
  
• Listen to customer complaints with empathy & act appropriately with a customer-service driven response.
• High standards for daily cleaning of Fitness Centre & spaces – sanitization, laundry, and deep cleaning.
• When there are two Fitness Reps on duty: Active “roaming” and monitoring of the fitness spaces including the track, mezzanine, and hallway to sanitize, make sure people are being safe and respectful to other users, and to provide support to customers as needed (including tutorials on how to use various equipment).

This job description describes this role at a high level, but no document can anticipate every single task, issue, or project that could come up. We work as a team and believe that we succeed together – these job duties may change based on the needs of the team and the company as a whole.

Competencies:

• Proven ability to work as a member of a team, collaborate, communicate, and support others
• Effective communication skills
• Efficient time management, initiative, and able to adapt to changing priorities
• Customer-service focused, personable and approachable
• Strong leadership, problem-solving, and strong conflict resolution abilities
• High standards of practice for cleanliness and organization
  
• Personable, professional, and able to garner respect from fellow staff, customers, and user groups

Qualifications:

• You are a high-energy individual who thrives in a dynamic environment.
• Appropriate and consistent availability as per business needs for this role
• You must possess excellent customer service skills (including de-escalation and conflict resolution), and strong organizational and communication ability
• Related customer service experience, advanced knowledge of Active Net system is essential
• A positive attitude, helpful manner, maturity, initiative, and enthusiasm are essential
• You have a proven record of working independently and in a team environment
  
• People leadership an asset
• High school diploma required
• Able to work in a fast-paced environment
• Able to provide a clear Criminal Record Check
• Current Standard First Aid & CPR-C (or willing to obtain it)