What are the responsibilities and job description for the Sales and Service Night position at 24 Hour Fitness?
JOB SUMMARY
The Sales & Service Associate Night (SSN) is a member of the Club Operations team that serves the needs of members and guests to create a welcoming, informative, and enjoyable experience. Whether working a dedicated overnight shift or during daytime hours, the SSN plays a critical role in upholding the 24 Hour Fitness Service Commitments starting with a Clean, Friendly, Well-Maintained gym. The SSN 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 SEN 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 Estimated % of
Time Spent
Member Engagement
Uphold Service Commitments and drive member satisfaction by:
Generate quality guest visits and assist enrollment as needed through:
Sell retail products and generate additional club revenue by:
The Sales & Service Associate Night (SSN) is a member of the Club Operations team that serves the needs of members and guests to create a welcoming, informative, and enjoyable experience. Whether working a dedicated overnight shift or during daytime hours, the SSN plays a critical role in upholding the 24 Hour Fitness Service Commitments starting with a Clean, Friendly, Well-Maintained gym. The SSN 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 SEN 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 Estimated % of
Time Spent
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 40%
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 40%
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, Kids Club, etc. 20%
ORGANIZATION RELATIONSHIPS
This position will report directly to the Sales & Service Manager.
REQUIRED QUALIFICATIONS
Knowledge, Skills & Abilities
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
- High School diploma or General Educational Development (G.E.D.).
- Cardiopulmonary Resuscitation (CPR) and Automated External Defibrillator (AED) certification from approved organization is required (within 60 days of employment).
- Must complete SSN training (includes Club Orientation and Club Safety) prior to working alone at the front desk.
- Must have 6-12 months experience in customer service function.
- Prior overnight shift experience preferred.
- Experience operating multiple phone lines preferred.
- Basic computer skills.
- 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.
- Some travel may be required to attend meetings and trainings.
ESSENTIAL DUTIES & RESPONSIBILTIES Estimated % of
Time Spent
Member Engagement
Uphold Service Commitments and drive member satisfaction by:
Generate quality guest visits and assist enrollment as needed through:
Sell retail products and generate additional club revenue by:
Time Spent
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 40%
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 40%
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, Kids Club, etc. 20%
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