RAINTREE ATHLETIC CLUB'S EXPECTATION: It is the expectation of all RAC Team Members to come to Raintree each and every day on "Purpose," inspiring growth & impacting lives while using our values to help guide decisions. It is also an expectation to use and understand the "tools" of Safe Space, Kind vs. Nice, Karpman's Drama Triangle, Be-Do-Have, and the learning scale while representing Raintree and each other.
? JOB SUMMARY: The Club Specialist provides guests and members tools and recommendations to find the best membership for their needs; to follow up and enrich the experience of members, promote RAC, to provide Legendary Customer Service by anticipating the needs & interests of guests and members throughout their time at RAC.
ESSENTIAL DUTIES & RESPONSIBILITIES: • Dress in professional fitness attire. • Greet member(s) & guest(s) in a warm and welcoming manner; introduce yourself; provide accurate features & benefits of RAC departments while on tours or in follow-ups. Build good rapport with members and guests. • Pre-cueing at greeting by asking questions to meet guests' interests, goals, and needs; Completing tour and sign-up process and completing new member onboarding, which includes getting members in front of a fitness professional, setting up RAC Virtual and follow-ups. • Maintain open and clear communication with the Hospitality Team to ensure all guests are properly greeted and given appropriate information. Use real-time coaching where appropriate to better future communication.
Maintain open and clear communication with the Personal Training Team to ensure all members have the resources to connect with a personal trainer and are provided with accurate information. Use real-time coaching where appropriate to better future communication. • Provide individualized tours, customizing to interests and needs. Making suggestions using appropriate excitement and using a positive feedback loop. • Give accurate, timely tours while having awareness of others waiting (if applicable). • Offer proper suggestions to programs, activities, and services; promote contact with fitness professionals; refer to CSs or appropriate department leaders as necessary. Use online scheduling software at sign-up to schedule services and follow-ups. • be aware of and promote RAC programs/events on-going (including outreach). • Administer proper underwriting skills, showing attention to detail throughout the signup & follow-up process in filling out agreement, data entry & note taking. • Keep open communication with the Member Services office and be trained on declines, upgrades/downgrades, freezes, cancellations, transfers, refunds, the addition of services, etc. Document all contact with members and guests. • Maintain the privacy of members' and guests' information. • Complete onboarding process and retention calls/contact-attend to member usage and attempt to retain members and ensure they are set up with tools for success & to gather feedback. • Use GymSales to follow up with prospects and convert them to members promptly • Attend monthly departmental meetings and other required activities • Be aware of basic Housekeeping needs and report broken equipment or maintenance issues via work orders • Accountable for knowing the Membership Manual and referring to it as needed. Be flexible as the CS role evolves and new systems develop and change.
REQUIRED SKILLS & KNOWLEDGE:
Ability to give customized tours.
Ability to use DataTrak
Ability to use GymSales
Basic computer and phone skills.
REQUIRED EDUCATION, CERTIFICATION & EXPERIENCE:
Current CPR, First Aid, and AED certifications (must be obtained within 45 days of hire)
Purpose, Values & Tools Training (must be obtained within 45 days of hire)