Planet Fitness - Team Lead - Full Time - Kitchener

Taymax Group•Kitchener, ON

8d•Onsite

About The Position

The selected candidate will start at a base wage of $18.60 per hour. This job posting is for an existing vacancy. This role involves leading by example with involvement in all member services and related activities, maintaining a welcoming atmosphere, and ensuring staff follows superior customer service guidelines. Responsibilities include greeting members, answering phones, checking members into the system, providing tours, signing up new members, logging amenities, communicating updates, facilitating member requests, resolving issues, and ensuring positive first impressions of the lobby, front desk, and retail areas. The Team Lead will also provide leadership to Member Service Representatives, assist with training and development, and help with annual performance evaluations for weekend staff. They will supervise staff to ensure shifts are covered and responsibilities are met, partner with Club Management to resolve employee issues, and draft progressive disciplinary actions if needed. Additionally, the role involves working with club and property management teams to ensure safety and security, executing new initiatives, communicating directives, and providing backup support for absent employees during weekend shifts. The Team Lead will also oversee the cleanliness of the club, including the front desk, lobby, locker rooms, and off-stage areas, and participate in regular facility cleaning. Administrative responsibilities include ordering supplies within budget, tracking statistics and reports, conducting signage audits, clearing outstanding memberships and billing issues, conducting facility walk-throughs to track issues, and completing quarterly inventory. Effective communication to the day shift for handoffs and awareness of overnight escalations is also crucial. Other duties may be assigned based on club needs.

Requirements

Must have weekend availability
Must be 18 years of age or older
High school diploma/GED equivalent required.
One year of customer service experience, preferably in a similar gym or retail environment.
Basic computer proficiency (Microsoft Suite) and the ability to learn systems quickly.
Solid supervisory, diplomacy and listening skills.
Strong customer service and problem resolution skills.
Proven ability to handle multiple tasks and differing priorities in a constantly changing and demanding environment using excellent organizational, communication, and scheduling skills.
Ability to work independently as well as part of a team.
Ability to work a flexible schedule including nights, weekends and the occasional day shift.
Hard working, enthusiastic, energetic, and a passion for health and fitness!

Nice To Haves

Current CPR Certification preferred.

Responsibilities

Lead by example with involvement in all member services and related activities: Maintain a welcoming atmosphere for all members, prospective members and guests, and ensure staff follows superior customer service guidelines.
Greet members and guests, providing exceptional customer service to ensure that everyone feels welcome!
Answer phones in a friendly manner and assist callers with a variety of questions.
Check members into the system, provide tours and sign up new members, log amenities and communicate updates or events to members and guests.
Facilitate all member requests and help to resolve any member issues and questions.
Ensure member first impressions are to expectation inclusive of the lobby, front desk and retail
Ensure staff is always providing exceptional customer service.
Providing Member Service Representatives leadership
Assist in training and developing a high performing staff consisting of Member Service Representatives working weekends.
Alongside Club Managers, assist with drafting and executing Annual Performance Evaluations for weekend staff.
Assist in supervising staff to ensure that all shifts are regularly covered, and staff are adhering to their job responsibilities and assigned task during scheduled shift.
Partner with Club Management to resolve employee issues or concerns.
Draft and presenting progressive disciplinary action, if required.
Work with club and property management teams and to ensure safety and security of the building.
Execute new initiatives and communicate all relevant directives and tasks.
Provide backup support as needed for any employee who is absent for weekend shift.
Keep the front desk area and lobby clean and orderly.
Oversee all deep cleaning of club inclusive of both locker rooms, under equipment and off-stage areas.
Participate in regular facility cleaning and club upkeep such as mopping up spills, trash removal, cleaning windows and mirrors and re-racking weights.
Order supplies using the specific budget based on club requirements.
Track various statistics and reports on a weekly, monthly, and annual basis.
Conduct signage audits from promotional signage to club signage.
Clear outstanding memberships, billing issues and membership issues.
Conduct detailed walk of club to enter or update all issues into tracking system inclusive of equipment, facilities, and IT.
Complete quarterly inventory.
Thorough communication to the day shift to ensure an effective handoff of progress and awareness of facility or member escalations that happened overnight.
Other duties as assigned based on club needs.