4 months ago
Purpose of the Role:
· Support teams to deliver efficient operation of the Leisure Club entrance, delivering great service as the face of Village Gym, taking bookings, resolving queries and providing the highest standards of service for members and guests.
· Drive Sales results in areas of lead generation both internally and externally.
· Travel to other clubs to assist in driving Sales results through supporting staffing issues, absence and holiday cover.
· Support Clubs to achieve uplifted targets as and when required.
Train and support teams to:
· Share how good the facilities are with prospective new members and sign them up to a new way of life.
· Provide high standards of service that reflects the individual needs of our members and prospective members – explaining the extensive features and benefits of joining our Leisure Club.
· Maximise leisure memberships through effective selling techniques, providing information as required.
§ People – Assisting the Leisure Sales Manager in developing a sales action plan that will facilitate membership renewals and the generation of new memberships. Liaise closely with the Leisure Club Team and colleagues in order to sell the product and experience effectively.
§ Presentation and standards – Supporting the Clubs to comply with standard operating procedures, ensuring that equipment is maintained and any defaults reported. Delivering a clean and presentable Reception area at all times with an impeccably presented team.
§ A Great Customer Experience – Support the Clubs to ensure only leisure club members and their guests enter the club. Record all booking details and ensure the expectations of the members are met at every opportunity. Deliver great service so that our people, products and service are memorable as we build our reputation as the Leading Leisure Club. Focus on precise aims and requirements of potential members and offer advice to match the package to the individual.
§ Product knowledge – Train and Coach the Clubs to be Commercial ‘savvy’ and aware of all promotional activities, to ensure they are correctly implemented. Support delivery of centrally driven promotional activity. Coach to deal with enquiries in a prompt professional manner, offer advice on products and explain facilities e.g. opening times. Assist with special promotions and provide visual displays as required. Product knowledge includes the understanding of our leisure sales strategy, touring prospective members and upselling accordingly across the whole Hotel, not just the Leisure Club.
§ Communications – Coach and train the teams to communicate with their team on a daily basis, other hotel departments and guests / leisure club members, so that everyone knows what our offering is and is encouraged to try it and return for more. Instil and sustain a culture of excellence married with appropriate levels of informality and fun. Attend team meetings when required. Inform members and guests of necessary information and communicate effectively.
§ Leisure Club Performance – Coach and train the teams to meet all sales targets and carry out effective sales tours selling all benefits. Demonstrate detailed product knowledge taking every opportunity to up sell and translate into retail and membership sales.
§ Results – checking the Reception area on a regular basis to ensure compliance with company and hotel standards in line with SOP’s and KPI’s. Supporting the weekly, monthly, quarterly sales and marketing plan implemented by the Leisure Club Sales Manager. Ensure the minimum data is captured – name, address, email address and mobile number.
§ Quality – be fully aware of all promotional activities to ensure they are correctly implemented and actioned. Ensure only bona fide members and guests gain entry to the leisure club. Fully utilise the membership prospect database ensuring that the data is always accurate. Maximum response time to an enquiry is 1 hour.
§ Great Service – assist members and prospective members in a friendly, courteous and professional manner. Record booking details for all facilities clearly and accurately, taking opportunity to promote new activities. Deal with complaints / problems politely and make every effort to resolve these.
§ Statutory compliance – Support all members of the team to achieve and maintain standards to the highest possible level in respect of service and Health & Safety obligations and Licensing Laws. Be aware of and operate the hotel cash handling, security and emergency procedures. Fully adhere to the cash handling and security procedures and systems.
This list is not exhaustive and the company reserves the right to make reasonable changes to your role from time to time.
The company is committed to being an equal opportunities employer and to maintaining a working environment free from discrimination, victimisation, harassment and bullying, by signing this document you are agreeing to uphold the equality opportunities and dignity at work policy as outlined in our employee handbook.