Guest Relations Executive

JOB DESCRIPTION

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.