As a Front Desk Team Member at TruFusion, you are the first point of contact for our members and guests. Your role is crucial in creating a welcoming and positive environment that aligns with TruFusion's values of community, health, and wellness. You are responsible for providing exceptional customer service, managing the front desk operations, and supporting the overall success of the studio.
Key Responsibilities:
Customer Service Excellence:
- Greet members and guests with a warm, friendly demeanor.
- Provide accurate information about classes, schedules, memberships, and studio amenities.
- Address member inquiries and concerns promptly and professionally.
- Assist with member check-ins, ensuring that all attendees are properly registered and accounted for in our system. Uphold the TruFusion brand by maintaining a positive and supportive attitude
Sales Support:
- Promote memberships, class packages, and retail products to members and guests.
- Assist with membership sign-ups, renewals, and cancellations as needed.
- Encourage members to try new classes and bring friends to experience the TruFusion community.
- Support sales initiatives by following up on leads, making outbound calls, and participating in member engagement campaigns.
Operational Efficiency:
- Accurately manage the front desk operations, including processing payments.
- Monitor and manage class attendance, ensuring that all members are properly checked in and accounted for.
- Maintain a clean, organized, and professional front desk area at all times.
Technology and Systems Management:
- Utilize TruFusion’s management software (e.g., MindBody, Sling) to manage member accounts, POS transactions and employee timekeeping.
- Ensure timely and accurate clock-in and clock-out of shifts using the Sling platform, adhering to geolocation and overtime protocols.
- Monitor and update member profiles and attendance records in the system.
Communication and Team Collaboration:
- Communicate effectively with team members, instructors, and management to ensure seamless studio operations.
- Keep the team informed about any issues, incidents, or member feedback that may require attention.
- Participate in team meetings, training sessions, and professional development opportunities.
Adherence to Policies and Procedures:
- Follow all TruFusion policies and procedures, including those related to attendance, punctuality, and professional conduct.
- Enforce studio policies regarding member check-ins, safety, and facility use.
- Adhere to the studio's cell phone policy, focusing on member engagement and operational duties while on shift.
Expectations:
- Professionalism: Maintain a high level of professionalism in appearance, communication, and conduct at all times.
- Punctuality: Arrive on time for each shift, ready to engage with members and fulfill your responsibilities.
- Teamwork: Collaborate with your colleagues to create a positive and efficient working environment.
- Initiative: Take the initiative in identifying and addressing issues and proactively contribute to the studio’s success.
- Continuous Improvement: Be open to feedback and committed to personal and professional growth within the TruFusion community.
Experience & Requirements
- High school diploma or equivalent required
- Previous customer service experience in sales, reception and hospitality roles preferred but not required.
- Availability to work flexible hours, including early mornings, evenings, weekends, and holidays as needed.
Work Environment & Physical Requirements
- Prolonged periods of sitting and working at a computer.
- Must be able to lift, bend, stoop, reach and lift to 50 pounds on occasion