Club Desk Agent

Leisure Sports, Inc.•Aliso Viejo, CA

2d•Onsite

About The Position

The Club Desk Agent's mission is to create great first and last impressions for members and guests, and to control club access. This role involves answering incoming telephone calls promptly and handling them professionally. The agent will be aggressively hospitable to members and guests as they enter and exit the club, using their names at every opportunity. Key responsibilities include tracking member usage and guest registrations, ensuring guest cards are filled out completely and accurately, and enforcing all club policies relating to the Service Desk. The agent will also assist members with account changes and billing questions, and support the Service Desk Supervisor and other departments in administrative duties and projects as requested. Staying informed about current sales and marketing promotions, club programming, and special events is also crucial.

Requirements

Personable, Friendly Demeanor
Member Service Obsession
Team Player, Leadership Skills
Professionalism, Responsibility
Enthusiasm, Achievement Orientation
Communication Skills
Write, speak, read, hear and see
Stand for duration of work shift
Operate a computer and keyboard
Operate cash register
Bend and lift up to 30 lbs.
Fold and carry towels
Perform light telephone work

Responsibilities

Enthusiastically greet and check in members as they enter (track and control club usage); smile and use names often
Welcome guests to the club; initiate the registration process (ensuring guest cards are filled out completely); contact the Membership department; ensure a professional “hand-off” to the Sales Rep; and collect guest fees as applicable
Offer a parting wish to all members and guests as they exit the club
Keep the Service Desk and lobby area neat, clean and uncluttered
Know and understand all Member Service and Facility Walkthrough and Core Value Quick Check standards as they apply to the Service Desk and lobby areas; ensure they are followed
Handle point of sale transactions and billing payment drop-offs; collect and record fees
Handle court, tanning, and massage reservations accurately (where applicable); adhere to club policies regarding advance reservation times, length of booked time, etc.; collect fees as applicable
Handle changes to member accounts (payment methods, EFT changes, downgrades, etc.)
Handle member cancellation requests when the Service Director and Service Desk is unavailable
Answer incoming telephone calls when club operator is not on duty or when calls are forwarded to the Service Desk; transfer calls professionally and efficiently; take accurate messages as needed
Assist the Programming department by taking activity registration messages or requests when the Activities Desk is closed – pass them on so the Activities Desk staff can handle when they return
Assist with club administrative duties such as mailings, telephone campaigns, etc.
Serve as a resource for club members with questions about club policies, programs or services
Deliver Service Signatures, “Welcome Ritual”, “Confirm & Repeat” and “Parting Wish” on a consistent basis
Promote club events and programs to members as they check in
Maintain a supply of folded towels at the Service Desk; fold towels for the Housekeeping department when requested
Other responsibilities or projects as assigned by the Service Desk Manager