TITLE: Guest Relationship Executive (GRE)
DEPARTMENT: Sales
REPORTING TO: Club Manager (CM) / Deputy Club Manager (DCM)
GENERAL SUMMARY:
The Guest Relation Executive (GRE) will represent the UFC GYM by providing a
welcoming, informative and entertaining experience for all members and guests during
their visits. The GRE’s are responsible for driving (non-members) into the gym in order
to deliver industry leading customer services to them as well as our current members.
This service must translate into exceeding personal revenue targets issued by
management through both internal and external prospecting. This is a full-time position
reporting directly to the Deputy Club Manager & Club Manager.
ESSENTIAL DUTIES & RESPONSIBILITIES:
1. Lead Generation & Appointment Booking
Personal minimum expectation: Minimum 50 follow-up calls per day, Minimum 7
appointments booked and confirmed per day and Minimum 2 membership
enrolment per day, 2 personal coaching enrolments per week and two units of
merchandise sales per week.
External marketing, promotions and prospecting. This is a daily activity and
requires off site promotions including distributing passes, building relationships
with local merchants and branding events to inform the community of UFC gym
and services, ultimately resulting into leads. (A lead is a non-members name and
contact information.
Internal marketing and prospecting. This includes collecting leads at the point of
enrolment and from the current member base through relationship building and
referral tables. These activities must translate into lead gathering.
Book membership appointments through productive prospecting activities and
meet or exceed monthly appointment goals set forth by the company.
Ensure that appointments are booked to translate into enough guests and meet
or exceed monthly guest goal set forth by the company.
2. Guest Touring, Membership Presentations, & Personal Production
Ensure that 100% of guests taken through a tour. These tours should translate
into enrolling half of the guests that are seen on a membership (50% Closing) and
20% of them enrolling with Personal Training.
Use the company approved presentation when presenting membership options
to non-members. Ensure each new member meets a manager before completing
the sales process and exiting the gym. Proper presentation and introductions to
the manager should translate to 50% closing of guests.
Ensure Personal Sales Target goals are met or exceeded each month for New
Member Sales Revenue, Renewal membership Sales Revenue, Personal Coaching
Sales Revenue and Merchandise Sales Revenue.
Ensure integrity of each sale.
3. Customer Service
Follow up with members that have enrolled to ensure we are exceeding
expectations.
Provide the highest level of customer service possible when communicating and
interacting with guests.
Assist in maintaining a clean, hygienic and operational facility.
Accountable for saving members that are requesting to cancel their membership.
If the Membership Specialist is unable to convince a member from cancelling
they must have any manager meet the member and sign off on the cancelation.
Recording all customer feedback & complaintsand sharing the same with DCM,
CM, GM and the Top Management.
Filing and reporting members incident report with the DGM/ CM/ GM and top
Management.
Updating the members on any rescheduling or cancellation of scheduled classes.
4. Miscellaneous
Sales Schedule: All GRE’s must be available to work Weekends and
Holidays. Requests for days off must be given in writing and exceptions
can be made by the General Manager.
Mandatory Meetings: Monthly “All Team Meeting” and “Daily
Production Meetings” are mandatory.
Follow, implement and audit all rules, regulations and guidelines of the
organisation.
ORGANIZATION RELATIONSHIPS: The GRE’s will interact with club staff, including the
Operations and Fitness Departments as well as the Guest Relations Team. The
Membership Specialist will also communicate with members, guests and vendors in the
community regarding company promotions and membership packages to support club
sales.
This position description intends to describe the general nature and level of work being
performed by people assigned to this job. It is not intended to include all duties and
responsibilities. The order in which duties and responsibilities are listed is not
significant.
About UFC GYM INDIA
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About :
- Employee Management at your Fingertips. PagarBook - India's Best Payroll and Attendance
- Management tool for Small & Medium Enterprises. Using PagarBook, a business owner can maintain all the records of their employees digitally and can get insights around the same.
- PagarBook is free & easy to use employee management, work & payroll management software app where you can manage all your staff and employee’s attendance, record the work done by your staff and employees and their salary, payments & advances can also be recorded in this app.
- Sms & WhatsApp notification to employees and staff about payments, bonuses, daily work, attendance & leaves.
- The Sales would be done for premium desktop version of the application
- Benefits of desktop application:
- Better and Easier accessibility, also available on mobile web
- Access to rich reports which gives you business knowledge, spend
- Unlimited free upgrades for a year
About Sales team:
The field sales team at PagarBook is all about solving SME’s customer problems and ensuring we deliver compelling value propositions.
On a typical day, the sales team:
- drives the adoption of a premium version of Pagarbook, sold at a subscription fee per annum
- never-say-no attitude, and comes with a win-all attitude
- At the same time, a core ingredient of the DNA is customer empathy
- We should always ensure the customer is well informed of all the benefits of the solution, before we close the sales.
Responsibilities and Duties of sales associate:
- You will pitch about PagarBook desktop solution on field to customers
- You will explain the benefits of PagarBook desktop solution to customers
- Better and Easier accessibility, also available on mobile web
- Access to rich reports which gives you business knowledge, spend
- Unlimited free upgrades for a year
- Bulk update features
- Expense management
- The users can register on the desktop for a free trial for 7 days first
- Sales associate would convert the customer into a paid customer
Mandatory requirements:
- Having your own bike is a must
- Smartphone is a must
- Field sales experience is a must (telecom, FMCG and financial sales experience adds more weightage)
- Graduation in any field is sufficient
Benefits:
- Fixed salary upto 25k
- Targets based incentives (no upper cap, average ~10k per month):
- Petrol allowance ~upto INR 3,000 (on actual bills)
- Initial job posting would be for 3 months - based on good performance, conversion to full time employment would be granted
Key Areas of Responsibility (KRAs):
- Onboarding of Customers
- Meet 30 new clients a day (tracked)
- Get free trial enabled for 20 clients a day
- Get 3 sales (paid customers, 10% conversion) per day - non-negotiable output
- Retaining customer accounts
- While we build new businesses, cross-selling would be key
- Customers should keep using PagarBook desktop beyond 30 days of activation
- Grow customer basket size
- Identify key SME clusters in the city and prepare an acquisition plan
- Go aggressive and acquire
- Business acumen & key skills
- Strong knowledge on PagarBook sales process, services and product
- Local Market and competition knowledge and clear articulation of PagarBook advantages
- Strong negotiation and influencing skills to create win-win
- Give continuous feedback to internal teams to improve our customer service level
Finally, remember, you are the PagarBook brand ambassador on the ground! All the best.