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193490

Regional Pilates Coordinator- West Regions-NAT00017

Description

As the Regional Pilates Coordinator, you will be responsible for providing leadership and training for Pilates Coordinators and instructors in the areas of Pilates studio business management and program quality assurance. Ensure that Personal Training departments meet or exceed monthly Pilates revenue goals. Work to recover financially and operationally struggling studios, support studios without Pilates Coordinators, manage recruiting, hiring and on-boarding Pilates Coordinators and instructors for your region. Facilitate a portion of new hire certification to educate new hires on Pilates programs and services. Facilitate any regional training, education, or development related to the Pilates program. Communicate and drive all Corporate and regional initiatives to the field.

Major Duties & Responsibilities

Member Experience
- Observe that clubs in your region are consistently providing Pilates programs and services coinciding with standard operating procedures.
- Communicate LifePower Pilates Curriculum for performing Pilates group classes and privates scientific accuracy and apply heart rate monitor products with technical expertise to Personal Training departments.
- Ensure Pilates Coordinators develop safe, professional, and comprehensive pilates programs specific to member satisfaction aimed at motivating members to reach their fitness goals.
- Ensure Pilates Coordinators conduct ongoing member engagement activity related to Pilates.
- Oversee quality assurance checks on classes and 1-on-1 training.

Sales & Promotion
- Ensure Pilates Coordinators promote and sell Life Time Fitness products and services.
- Oversee regional Pilates program sales performance including product mix and pricing integrity.
- Advise Pilates Coordinators on implementing marketing and promotion strategies adhering to company values regarding Pilates program.
- Strategically recover struggling clubs by recasting, retraining, and rebuilding the business

Financial & Budgetary
- Responsible for monitoring, tracking, and reporting regional revenue performances of Pilates program.
- Communicate regional financial performances of Pilates programs to the National Director.
- Provide guidance to Pilates Coordinators for meeting or exceeding monthly revenue goals.

Managerial & Supervisory
- Recruit, hire, and train all new Pilates Coordinators and develop successors for Pilates Coordinator position.
- Ensure regional Pilates programs conform to Life Time Fitness's standards and procedures.
- Assist and oversee the quality of regional Pilates Coordinator and Pilates Instructor training according to company values and guidelines.
- Distribute all corporate communication regarding standard operating procedures and policies to regional studios.
- Attend meetings and teleconference calls regarding Pilates program.
- Host a regional call regarding Pilates programs.

Qualifications

Education:
- Comprehensive Pilates Certification or equivalent
- Four-year degree in kinesiology, sports medicine, or other related field
- Master's degree in exercise science or exercise physiology or equivalent in business

Experience
- 3-5 years experience in either Pilates studio or fitness center industry
- 1-2 years experience Pilates programs and services
- 1+ years management or supervisory experience
- 1 to 2 nationally accredited Pilates and or PT certifications
- 1-2 years facilitation experience

Knowledge, Skills, Abilities, and Other Characteristics
- Pilates Equipment (Reformer and Cadillac, Chairs and Barrels)
- Bronze, Silver, and Gold methods of Anaerobic Threshold testing
- Superior understanding of Pilates program design with Life Time Fitness's Pilates Curriculum.
- Ability to build relationship with members
- Excellent customer service and promotion skills, energetic, enthusiastic, and motivational
- Ability to handle and resolve customer service conflicts in a professional, tactful manner

Primary Location: : National
Schedule: Full-time
Shift: Day Job

.


Member Services Department Head - New Jersey Area-NEW00217

Description

General Summary

-Responsible for the overall direction, coordination and supervision of the Member Services department including Front Desk, Account Services and Activity Center desks and adult programming (racquetball, squash, basketball, etc.). All activities directly support member retention.

-Maximize retention by connecting and engaging all members to their area(s) of interest by taking a leadership role in the Daily Huddle, therefore minimizing attrition. Monthly retention plans and management of the Dept of Defense team are additional tools.

-Deliver the highest quality customer service to all members and guests through professional greetings, account maintenance, and extensive knowledge of all Life Time Fitness products and services. Ensure team members proactively meet the needs of members, placing (selling) members into programs and services, accurately answer questions and actively promote all activities and programs by having a complete understanding of the activities by working with peer managers and developing relationships with members, anticipating ways to enhance the Life Time partnership with our members. Operate adult programs successfully meeting financial goals and exceeding member expectations.

-All aspects of this job directly impact revenue, member retention and overall customer service. Upholds the Life Time Fitness Mission and Vision and leads a Healthy Way of Life.

Major Duties & Responsibilities

Member Experience

1. Responsible for Member Engagement of all new and current members, through a leadership role in the Daily Huddle and Department of Defense (DOD).

2. Develop a club Retention plan, partnering with the Member Engagement Manager and General Manager to minimize attrition. The plan will outline tactics to reach the attrition goal and hold team members accountable to tasks.

3. Participate actively in taking membership change requests and saving memberships or converting members to a non-access membership at a high rate.

4. Complete At Risk campaigns upon request.

5. Communicate proactively with members engaging them in all programs and interest groups via in-person, web, individual and email communication.

6. Handle members efficiently at all member service desks, setting an energetic, helpful and friendly tone for the club consistent with the Mission.

7. Responsible for overall member satisfaction. Establish genuine relations with, and connect all members to their interests groups by actively engaging the members in their areas of interest, participating in club activities and extensive knowledge of the club. Responsible in particular for members not being fully connected to the club by a Member Engagement Advisor.

8. Ensure all team members initiate, develop and maintain personalized relationships with members, adding value to the memberships through educated conversations.

9. Ensure all team members provide accurate information on programs, products, and services.

10. Create an environment for robust adult programs, catering to the local club members by ensuring member awareness, connecting like-minded members and developing creative game opportunities.

Sales & Promotion

1. Market, promote, and sell programs and services throughout the club using approved marketing materials, relationship selling and processes to increase participation. Partner with Member Engagement Advisors, Fitness and Kids Activities managers in particular, along with interest group leads to promote programs.

Financial & Budgetary

2. Develop a monthly business plan working with other DHs, especially the Fitness and Activities managers and communicate to General Manager.

3. Responsible for achieving or exceeding monthly and annual department budget and club retention goal.

4. Monitor payroll at all member service desks (Front Desk, Account Services and Activity Center), taking corrective action as necessary to ensure labor costs are within the budget while adjusting staffing due to seasonal needs.

5. Ensure Front Desk and Activity Center cash drawers are properly balanced each day.

Managerial & Supervisory


1. Recruit, interview, hire and oversee training of new Member Service team members (Front Desk Member Service staff, Member Service Specialists at the Activity Center, basketball league coordinator and racquetball/squash coordinator/pro).

2. Established as one of the primary leaders in the club.

3. Continually communicate and train team members on programs and schedules.

4. Oversee Member Services Assistant in scheduling team members (Front Desk, Account Services and Activity Center).

5. Observe and evaluate services provided to members at the Front Desk, Account Services, Activity Center and adult programming.

6. Assess individual performance, provide feedback, and recognition to team members.

7. Facilitate department meetings and trainings for all member services staff, and include the Business Administrator in the meetings.

8. Ensure cleanliness and presentation of the department and programs by conducting daily audits.

Responsibilities of All Positions

- Support and articulate the Life Time Fitness mission statement
- Adhere to company policies and procedures
- Ensure cleanliness of the club using all 6 senses:

-Sight to ensure club is neat and orderly
-Sound to ensure music/sound levels are appropriate
-Touch to ensure floors, countertops, etc are clean and dry
-Taste to ensure food & beverages in the café are up-to-standards
-Smell to ensure the club is fresh and odor free
-Energy

Customer Service:
- Demonstrate positive attitude and actions through a display of courtesy, service, cooperation, hospitality, sensitivity, and professionalism to internal and external customers

Safety:
Safety responsibilities include:
- Comply with all company safety rules
- Use all required safety devices and personal protection equipment
- Report accidents and injuries to supervisor as soon as possible
- Participate in safety training and safety inspections
- Suggest methods of preventing hazards to safety committee

Qualifications

Education:

- Four-year college degree

Experience
- 3 to 5 years managerial experience
- 3 to 5 years customer service experience
- 3 to 5 years experience in event coordination and program planning and management
- Significant experience outside Life Time Fitness is strongly preferred

Licenses / Certifications / Registration:
- CPR/AED certification

Knowledge, Skills, Abilities and Other Characteristics
- Excellent customer service and promotional skills
- Ability to originate innovative ideas
- Excellent organizational and communication skills
- Ability to collect and analyze data to make accurate decisions
- Ability to effectively build teams
- Ability to foster a team environment
- Ability to multi-task and learn quickly
- Ability to make decisions easily and quickly
- Ability to resolve conflicts in a professional, tactful manner
- Ability to work a variety of work schedules
- Ability to operate a personal computer and point of sale software
- Proficient in Microsoft Excel and Word

Language Ability:
Language Ability- Intermediate- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers, clients, and other employees of the organization in English.

Math Ability:
Mathematical Skills- Intermediate- Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply basic concepts of basic algebra and geometry.

Reasoning Ability:
Reasoning Ability- Intermediate Skills- Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Technical Skills:
To perform this job successfully, an individual must have knowledge of Microsoft Word, Excel, Power Point, Microsoft Outlook.

Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; ability to climb ladders. The employee is occasionally required to sit. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds.

Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The work is performed in an athletic club environment. The noise level is usually moderate to high.

Primary Location: : New Jersey
Other Locations: NJ-Montvale - MNV - Montvale, NJ-Florham Park - FLP - Florham Park Athletic, NJ-Berkeley Heights - BKH - Berkeley Heights Athletic
Schedule: Full-time
Job Level: Manager with Direct Reports
Shift: Day Job


Member Services Department Head - New York Area-NEW00218

Description

General Summary

-Responsible for the overall direction, coordination and supervision of the Member Services department including Front Desk, Account Services and Activity Center desks and adult programming (racquetball, squash, basketball, etc.). All activities directly support member retention.

-Maximize retention by connecting and engaging all members to their area(s) of interest by taking a leadership role in the Daily Huddle, therefore minimizing attrition. Monthly retention plans and management of the Dept of Defense team are additional tools.

-Deliver the highest quality customer service to all members and guests through professional greetings, account maintenance, and extensive knowledge of all Life Time Fitness products and services. Ensure team members proactively meet the needs of members, placing (selling) members into programs and services, accurately answer questions and actively promote all activities and programs by having a complete understanding of the activities by working with peer managers and developing relationships with members, anticipating ways to enhance the Life Time partnership with our members. Operate adult programs successfully meeting financial goals and exceeding member expectations.

-All aspects of this job directly impact revenue, member retention and overall customer service. Upholds the Life Time Fitness Mission and Vision and leads a Healthy Way of Life.

Major Duties & Responsibilities

Member Experience

1. Responsible for Member Engagement of all new and current members, through a leadership role in the Daily Huddle and Department of Defense (DOD).

2. Develop a club Retention plan, partnering with the Member Engagement Manager and General Manager to minimize attrition. The plan will outline tactics to reach the attrition goal and hold team members accountable to tasks.

3. Participate actively in taking membership change requests and saving memberships or converting members to a non-access membership at a high rate.

4. Complete At Risk campaigns upon request.

5. Communicate proactively with members engaging them in all programs and interest groups via in-person, web, individual and email communication.

6. Handle members efficiently at all member service desks, setting an energetic, helpful and friendly tone for the club consistent with the Mission.

7. Responsible for overall member satisfaction. Establish genuine relations with, and connect all members to their interests groups by actively engaging the members in their areas of interest, participating in club activities and extensive knowledge of the club. Responsible in particular for members not being fully connected to the club by a Member Engagement Advisor.

8. Ensure all team members initiate, develop and maintain personalized relationships with members, adding value to the memberships through educated conversations.

9. Ensure all team members provide accurate information on programs, products, and services.

10. Create an environment for robust adult programs, catering to the local club members by ensuring member awareness, connecting like-minded members and developing creative game opportunities.

Sales & Promotion

1. Market, promote, and sell programs and services throughout the club using approved marketing materials, relationship selling and processes to increase participation. Partner with Member Engagement Advisors, Fitness and Kids Activities managers in particular, along with interest group leads to promote programs.

Financial & Budgetary

2. Develop a monthly business plan working with other DHs, especially the Fitness and Activities managers and communicate to General Manager.

3. Responsible for achieving or exceeding monthly and annual department budget and club retention goal.

4. Monitor payroll at all member service desks (Front Desk, Account Services and Activity Center), taking corrective action as necessary to ensure labor costs are within the budget while adjusting staffing due to seasonal needs.

5. Ensure Front Desk and Activity Center cash drawers are properly balanced each day.

Managerial & Supervisory


1. Recruit, interview, hire and oversee training of new Member Service team members (Front Desk Member Service staff, Member Service Specialists at the Activity Center, basketball league coordinator and racquetball/squash coordinator/pro).

2. Established as one of the primary leaders in the club.

3. Continually communicate and train team members on programs and schedules.

4. Oversee Member Services Assistant in scheduling team members (Front Desk, Account Services and Activity Center).

5. Observe and evaluate services provided to members at the Front Desk, Account Services, Activity Center and adult programming.

6. Assess individual performance, provide feedback, and recognition to team members.

7. Facilitate department meetings and trainings for all member services staff, and include the Business Administrator in the meetings.

8. Ensure cleanliness and presentation of the department and programs by conducting daily audits.

Responsibilities of All Positions

- Support and articulate the Life Time Fitness mission statement
- Adhere to company policies and procedures
- Ensure cleanliness of the club using all 6 senses:

-Sight to ensure club is neat and orderly
-Sound to ensure music/sound levels are appropriate
-Touch to ensure floors, countertops, etc are clean and dry
-Taste to ensure food & beverages in the café are up-to-standards
-Smell to ensure the club is fresh and odor free
-Energy

Customer Service:
- Demonstrate positive attitude and actions through a display of courtesy, service, cooperation, hospitality, sensitivity, and professionalism to internal and external customers

Safety:
Safety responsibilities include:
- Comply with all company safety rules
- Use all required safety devices and personal protection equipment
- Report accidents and injuries to supervisor as soon as possible
- Participate in safety training and safety inspections
- Suggest methods of preventing hazards to safety committee

Qualifications

Education:

- Four-year college degree

Experience
- 3 to 5 years managerial experience
- 3 to 5 years customer service experience
- 3 to 5 years experience in event coordination and program planning and management
- Significant experience outside Life Time Fitness is strongly preferred

Licenses / Certifications / Registration:
- CPR/AED certification

Knowledge, Skills, Abilities and Other Characteristics
- Excellent customer service and promotional skills
- Ability to originate innovative ideas
- Excellent organizational and communication skills
- Ability to collect and analyze data to make accurate decisions
- Ability to effectively build teams
- Ability to foster a team environment
- Ability to multi-task and learn quickly
- Ability to make decisions easily and quickly
- Ability to resolve conflicts in a professional, tactful manner
- Ability to work a variety of work schedules
- Ability to operate a personal computer and point of sale software
- Proficient in Microsoft Excel and Word

Language Ability:
Language Ability- Intermediate- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers, clients, and other employees of the organization in English.

Math Ability:
Mathematical Skills- Intermediate- Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply basic concepts of basic algebra and geometry.

Reasoning Ability:
Reasoning Ability- Intermediate Skills- Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Technical Skills:
To perform this job successfully, an individual must have knowledge of Microsoft Word, Excel, Power Point, Microsoft Outlook.

Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; ability to climb ladders. The employee is occasionally required to sit. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds.

Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The work is performed in an athletic club environment. The noise level is usually moderate to high.

Primary Location: : New York
Other Locations: NY-Syosset - SYO - Syosset, NY-New York, NY-Westchester - WCH - Westchester
Schedule: Full-time
Job Level: Manager with Direct Reports
Shift: Day Job


Registered Dietitian - Twin Cities Metro Area-MIN00576

Description

We have several openings in the Twin Cities area. During the interview process, you will be able to select which location(s) you are most interested in.

General Summary

Responsible for providing various group and individual, in person as well as virtual, nutrition coaching services. These services will offer both Club members and Corporate employees a program to optimize metabolism and weight, improve fitness performance, and achieve an overall sense of health and vitality.

Major Duties & Responsibilities

Club Member Experience


1. Performs individual personalized nutrition and wellness assessments


2. Develops safe, professional, and comprehensive nutrition and lifestyle programs to ensure clients are satisfied with their program and remain motivated to attain their personal wellness goals


3. Leads and facilitates health and wellness educational seminars and workshops


4. Teaches a set curriculum of nutritional topics to our TEAM weight loss and TEAM fitness classes


5. Conducts small group or individual grocery store tours


6. Facilitates a weekly weight loss support group


7. Conducts weekly nutritional supplement sampling events with the Café's assistance


8. Works closely with the Personal Training staff and Club Management when designing member programs and classes


9. Educates team members on nutritional products, services, and lab testing on weekly basis


10. Educates club members on health and wellness issues and trends

1
1. Performs myHealthScore assessment consultations for club members - in person or virtually reviews member's assessment results and provides appropriate recommendations (further lab testing, nutritional products, nutrition and/or fitness services)


1
2. Interprets club member's lab testing results and provides appropriate lifestyle recommendations (diet, exercise, supplementation, and lifestyle factors)

Corporate Employee Experience


1. Schedules 20 hours per week to service Corporate Wellness myHealthCheck accounts via phone coaching


2. Initial call entails releasing of employees' Health Score, reviewing their results and establishing personal goals and next steps based off metric results, HRA assessment, and information attained during phone call


3. Successive calls entail wellness coaching - goal attainment, obstacles/barriers/challenges, brainstorming ways to handle obstacles and setting of new goals


4. Documentation of each call will be complete in our online system

Sales & Promotion


1. Promotes nutritional products, services and lab testing available at Life Time, aligned with the ADA Code of Ethics.


2. Oversees sales performance, including program quality, supply costs, and pricing integrity


3. Markets, promotes, and implements individual and group Life Time Fitness nutritional education programs and products that will compliment each member's personal needs and goals

Financial & Budgetary


1. Personally responsible for meeting monthly revenue and session goals - takes ownership of nutrition and weight management business in the club

2. Develops and maintains a client base

3. Schedules and completes record keeping according to standard operating procedures

Managerial & Supervisory


1. Ensures programs and services conform with Life Time Fitness quality standards and procedures

2. Attends department, "all club" meetings, leadership meetings, and biweekly National NC/NTL calls

3. Completes all assigned Life Time Fitness University (LTU) courses

4. Completes a 38 hour "virtual" certification with Weight Loss Coaching Program Manager via LTU during the first month of hire

5. Attends a full week of PT Certification the first month of hire

Responsibilities of All Positions
- Supports and articulates the Life Time Fitness mission statement
- Adheres to company policies and procedures
- Ensures cleanliness of the club using all five senses:
- Sight to ensure club is neat and orderly
- Sound to ensure music/ sound levels are appropriate
- Touch to ensure floors, countertops, etc are clean and dry
- Taste to ensure food & beverages in the café are up-to-standards
- Smell to ensure the club is fresh and odor free

Customer Service:
- Demonstrates positive attitude and actions through a display of courtesy, service, cooperation, hospitality, sensitivity, and professionalism to internal and external customers

Safety:
- Complies with all company safety rules
- Uses all required safety devices and personal protection equipment
- Reports accidents and injuries to supervisor as soon as possible
- Notifies department head of any unsafe acts or conditions as soon as possible
- Participates in safety training and safety inspections
- Discusses methods of preventing hazards to safety committee

Qualifications

Minimum Qualifications

Education:

- Four-year college degree in Nutrition and Dietetics or related field

- Successful completion of Accredited Dietetic Internship

Experience
- One to three or more years experience in Nutrition or related field

Licenses / Certifications / Registration:

- Registered Dietitian (or must pass RD exam within six months of hire date)

- CPR/AED certification

- Dietetics state licensure, if available

Knowledge, Skills, Abilities and Other Characteristics
- Extensive knowledge of dietetics and how to adapt knowledge to practical use in conjunction with exercise programs
- Ability to define problems, collect and analyze data, establish facts, draw valid conclusions and recommend solutions
- Ability to effectively instruct and motivate large or small groups
- Ability to build relationships with members
- Excellent customer service skills
- Ability to handle and resolve customer conflicts in a professional, tactful manner
- Ability to multi-task and learn quickly
- Excellent oral and written communication skills
- Ability to effectively multi-task with tight deadlines independently and within a team environment
- Ability to operate a personal computer
- Knowledge of standard office procedures and computer software (Microsoft Office)

Language Ability:

Intermediate- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers, clients, and other employees of the organization in English.

Math Ability:

Intermediate- Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply basic concepts of basic algebra and geometry.

Reasoning Ability:
Intermediate- Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Technical Skills:

To perform this job successfully, an individual must have knowledge of Microsoft Word, Excel, Power Point, Microsoft Outlook.

Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; ability to climb ladders. The employee is occasionally required to sit.

The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The work is performed in an athletic club environment. The noise level is usually moderate.

Primary Location: : MN-Minneapolis
Other Locations: MN-Minneapolis - MPS - Minneapolis Life Time Athletic, MN-White Bear Lake - WBL - White Bear Lake, MN-Plymouth - PLY - Plymouth, MN-New Hope - NHP - New Hope, MN-Chanhassen - ART - Chanhassen, MN-Champlin - CHA - Champlin, MN-Savage - SAV - Savage, MN-Lakeville - LAK - Lakeville, MN-Minneapolis - TGT - Minneapolis (Target Center), MN-Maple Grove - MPG - Maple Grove, MN-Minnetonka - MTK - Minnetonka Life Time Athletic, MN-Eden Prairie - EPR-Eden Prairie Life Time Athletic, MN-Woodbury - WOD - Woodbury, MN-Saint Louis Park - SLP - Saint Louis Park, MN-Eagan - EAG - Eagan, MN-Fridley - FRD - Moore Lake (Fridley), MN-Bloomington - BLO - Bloomington North, MN-Bloomington - BLS - Bloomington South, MN-Coon Rapids - CRP - Coon Rapids, MN-St. Paul - HPK - Highland Park, MN-Eden Prairie - CRT - Eden Prairie (Crosstown), MN-Roseville - RSV - Roseville
Schedule: Full-time
Job Level: Individual Contributor
Travel: No


Financial Analyst / Hyperion Planning Administrator-CHA03019

Description

Maintains all financial models contained in the Hyperion Planning financial application. Supports the ongoing development and deployment of new planning and forecasting models in the Hyperion Planning financial application. Supports the daily administration of the Hyperion Planning financial application. Coordinates with IT System Administrators to ensure quality service levels and availability of LTF servers. Supports Upholds the fulfillment of Life Time Fitness’ Mission Statement.

Examples of Work Performed:

-Supports the ongoing design, development, deployment and maintenance of new financial models and processes in the LTF Hyperion Planning application

-Completes financial model changes and enhancements in support of evolving business requirements.

-Supports the preparation and consolidation of the monthly financial forecast in support of the quarterly earnings call and issuance of financial guidance including preparing a detailed estimate by Center, Corporate Business and G&A functional department

-Supports the preparation and consolidation of the annual operating plan including P&L budgets by Center by segment, Corporate Businesses, G&A functional department budgets, and capital expenditure planning

-Supports the analysis of financial data using various structured and ad hoc analysis and reporting tools

-Maintains data files and monitors system configuration to ensure data integrity

-Resolves software related problems

-Coordinates with IT System Administrators to evaluate and install new software releases and system upgrades

Qualifications

Education:

-Four-year college degree in Finance/Accounting or related field

Experience

-One to three years of financial modeling experience preferred

-One to three years of financial analysis experience preferred

-One to three years of system administration experience preferred

-Experience with Hyperion Planning, Essbase or other related financial applications preferred

Licenses / Certifications / Registration:

-None required

-CPA preferred

Knowledge, Skills, Abilities and Other Characteristic:

-Ability to define problems, collect and analyze data, establish facts, draw valid conclusions and recommend solutions

-Ability to follow-through on deliverables and pay attention to details in the midst of multiple projects and deadlines

-Ability to effectively multi-task with tight deadlines independently and within a team environment

-Ability to self motivate and work in a dynamic work environment

-Excellent oral and written communication skills

-Excellent technical, analytical and project management skills

-Ability to operate a personal computer

-Knowledge of standard office procedures and computer software, including strong excel skills

-Knowledge of Generally Accepted Accounting Principles (GAAP)

Primary Location: : MN-Chanhassen - COR - Corporate
Schedule: Full-time
Shift: Day Job


Triathlon Coach-MIN00929

Description

General Summary

A member of the Personal Training Team, the Triathlon Coach at is an endurance sport training specialist, passionate about the sport of triathlon and helping members realize the benefits of participation and achieve their goals. The Tri coach will be charged with delivering quality training programs and giving training and racing advice to athletes of all abilities, from beginner to advanced. They will be required to execute corporate objectives related to triathlon events and programs, driving participation and awareness. As part of the PT staff, the Triathlon Coach will report to their DH and be an effective and engaged team member, while also reporting to the National Triathlon Lead to deliver on national and regional goals.

Major Duties & Responsibilities


1. Promoting and delivering event specific training programs, online and in-club


2. Promote & facilitate triathlon information sessions, triathlon clinics, and seminars


3. Responsible for building relationships with the area triathlon community


4. Deliver one on one and/or small group training programs


5. Sell ancillary services related to tri-training (i.e. metabolic testing, nutrition coaching, etc.)


6. Maintain an up-to-date knowledge of triathlon training techniques and concepts


7. Assist in the promotion and execution of certain events (i.e. Indoor Triathlon, local LTF events, etc.)


8. Deliver the best tri-training experience possible for members

Responsibilities of All Positions

- Support and articulate the Life Time Fitness mission statement

- Adhere to company policies and procedures

- Ensure cleanliness of the club using all 5 senses

i. Sight to ensure club is neat and orderly

ii. Sound to ensure music/sound levels are appropriate

iii. Touch to ensure floors, countertops, etc are clean and dry

iv. Taste to ensure food & beverages in the café` are up-to-standards

v. Smell to ensure the club is fresh and odor free

Customer Service

- Demonstrates positive attitude and actions through a display of courtesy, service, cooperation, hospitality, sensitivity, and professionalism to internal and external customers

Safety

- Safety responsibilities include:

- Comply with all company safety rules

- Use all required safety devices and personal protection equipment

- Report accidents and injuries to supervisor as soon as possible

- Notify department head of any unsafe acts or conditions as soon as possible

- Participate in safety training and safety inspections

- Discuss methods of preventing hazards to safety committee

Qualifications

Minimum Qualifications

Education:
- High School diploma or GED
- Four-year degree in kinesiology, sports medicine, or other related field preferred

Experience
- Minimum of 3 years Triathlon participation required
- At least one year Triathlon coaching preferred

Licenses / Certifications / Registration:
- Certified Personal Trainer
- National Academy of Sports Medicine Certified Personal Trainer (NASM-CPT) preferred and required within first year of role
- USAT Level 1 Certification preferred and required within first year of role
- CPR/AED certification
- Life Time Fitness PT Certified

Knowledge, Skills, Abilities, and Other Characteristics

- Excellent customer service and promotion skills, energetic, enthusiastic, and motivational

- Ability to handle and resolve customer service conflicts in a professional, tactful manner

- Excellent interpersonal skills

- Advanced knowledge of fitness, cardiovascular training, nutrition, and program design

- Knowledge of safe exercise techniques, potential injuries, and the ability to handle emergencies

- Demonstrate exercises and adjust machine weights, free weights, and cardiovascular equipment

- Ability to multi-task and learn quickly

- Excellent time management and organizational skills

- Ability to operate a computer and office software

Primary Location: : MN-Minneapolis - TGT - Minneapolis (Target Center)
Job Level: Individual Contributor
Shift: Day Job
Travel: No


Member Services Department Head/Business Administrator-NEW00264

Description

Responsible for overall member retention, the direction, coordination and supervision of the Member Services team members at the Front Desk, Account Services Desk, and Activity Center Desk. Position directs and ensures that our team members get to know every member by listening and responding to them. Ensure team members proactively exceed the needs of members, accurately answer questions and actively promote all events and programs with friendly and inviting engagement. Operate adult programs successfully meeting retention goals and exceeding member expectations of those programs. Shares communication between corporate leadership and team members, anticipating ways to enhance the member experience. Maximizes member retention by driving and executing all key activities and attaining all goals and objectives contained within the Strong Retention Culture.

All aspects of this job directly impact revenue, member retention and overall customer service. Upholds the Life Time Fitness Mission and Vision and leads a Healthy Way of Life.

Major Duties & Responsibilities

Ensuring Exceptional Member Service
- Responsible for retention of all members through proactive and reactive efforts.
- Develop a club Retention plan, partnering with the Member Engagement Manager, Training Department Head, and General Manager to minimize attrition. The plan will outline tactics to reach the attrition goal and hold team members accountable to tasks.
- Participate actively in taking membership change requests and saving memberships or converting members to the Life Time Health membership at a high rate.
- Communicate proactively with members engaging them in all programs and interest groups via in-person, phone out-reach, club home-page updates, and email communications.
- Serve members at member service desks, setting an energetic, helpful and friendly tone for the club consistent with the Mission.
- Responsible for overall member satisfaction. Establish genuine relations with, and connect all members to their interests groups by actively engaging the members in their areas of interest, participating in club activities and extensive knowledge of the club. Responsible in particular for members not being fully connected to the club by a Member Engagement Advisor.
- Improves service by communicating and assisting team members to understand members needs, providing guidance, feedback, and individual coaching when needed
- Responsible for overall member satisfaction. Establish genuine relations with, and connect all members to their interest groups by actively engaging the members in their areas of interest.
- Provide service that is above and beyond customer satisfaction for retention.
- Improves service by communicating and assisting team members to understand members needs, providing guidance, feedback, and individual coaching when needed
- Observes service behaviors of team members and provides feedback to individuals
- Interacts with members to obtain feedback on quality of product, service levels and overall satisfaction
- Ensures team members understand customer service expectations and parameters
- Emphasizes member satisfaction during all departmental meetings and focuses on continuous improvement
- Create an environment for robust adult programs, catering to the local club members by ensuring member awareness, connecting like-minded members and developing creative game opportunities.

Managing the Member Experience
- Interacts with members and guest on a continuous basis to obtain feedback about their experience in the club; utilize feedback to recognize outstanding employee service performance and improve service delivery: emphasizes and holds leadership team accountable for addressing service failures or potential service failures and developing innovative ways to exceed member expectations;
- Reviews team member/member feedback with the leadership team and verify that corrective action is taken; responds to and handles member problems and complaints

Department Relations
- Builds strong rapport with department owners through pro-active and on-going communication; keeps owners informed of brand initiatives and member experience; provides owners with an in-depth analysis of retention performance. Manages an effective balance between member interest and department owner’s business and develops solutions that create value for both; develops and effectively promotes ideas for improving Club service and profitability to ownership.

Support Human Resource Activities
- Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills
- Solicits team member feedback, utilizes an “open door” policy and reviews team member NPS feedback
- Supports departmental orientation program for team members to receive the appropriate new hire training to successfully perform their job.
- Participates in team member progressive discipline procedures.

Supporting Management of Member Services Specialist
- Utilizes interpersonal and communication skills to lead, influence, and encourage others: advocates sound financial /business decision making: demonstrates honesty/integrity; leads by example
- Encourages and building mutual trust, respect, and cooperation among team members
- Serving as a role model to demonstrate appropriate behaviors
- Supervises and manages team members. Manages all day to day operations. Understands team members positions well enough to perform duties in their absence
- Establishes and maintains open, collaborative relationships with team members and ensures team members do the same within the team

Financial & Budgetary
- Develop a monthly business plan working with other DHs, especially the Fitness and Activities managers and communicate to General Manager.
- Responsible for achieving or exceeding monthly and annual department budget and club retention goal.
- Monitor payroll at all member service desks (Front Desk, Account Services and Activity Center), taking corrective action as necessary to ensure labor costs are within the budget while adjusting staffing due to seasonal needs.

Managing Projects & Policies
- Recruit, interview, hire and oversee training of new Member Service team members (Front Desk Member Service staff, Member Service Specialists at the Activity Center, basketball league coordinator and racquetball/squash coordinator/pro).
- Established as one of the primary leaders in the club.
- Continually communicate and train team members on programs and schedules.
- Oversee Member Services Assistant in scheduling team members (Front Desk, Account Services and Activity Center).
- Observe and evaluate services provided to members at the Front Desk, Account Services, Activity Center and adult programming.
- Assess individual performance, provide feedback, and recognition to team members.
- Facilitate department meetings and trainings for all member services staff, and include the Business Administrator in the meetings.
- Ensure cleanliness and presentation of the department and programs by conducting daily audits.
- Holds Team accountable for successful delivery of business plan; experiments with new ideas and takes calculated risks to improve member satisfaction and profitability; evaluates the success of business strategies to inform future business plans enhancements; continually verifies business plans and actions to have a positive impact on club performance

8 Influences critical decisions, even without direct authority
- Build awareness and support for retention through effective organizational communication and enhanced business reporting of all social and business activities.

Brand Champion
- Ability to demonstrate passion and commitment for the Life Time service philosophy and verifies that the intent of the brand is pulled through in member experience; communicates a clear and consistent message regarding club goals to team members, leadership team, and revenue owners; serves as a role model by demonstrating exceptional work ethic and service delivery for all team members in the club; champions change; inspires and motivates team to achieve operational excellence
- Verify all brand standards for Life Time are implemented, monitored and updates as appropriate

Customer Service:
- Demonstrate positive attitude and actions through a display of courtesy, service, cooperation, hospitality, sensitivity, and professionalism to internal and external customers

As a Business Administrator, you will provide high-level administrative and customer service support to both members and team members. Utilize your attention to detail and organizational skills to support day-to-day club operation, from daily reconciliation to promptly responding to the needs of members.

Responsibilities
- Provide customer service to members and team members in a friendly and professional manner.
- Process member and team member paperwork; including member cancellations, updates, new hires/terminations/status changes, and payroll paperwork. Serve as liaison with corporate Member Relations department.
- Reconcile cash drawer and make daily deposits. Manage, interpret and research Profit and Loss variances.
- Maintain office equipment and orders necessary office supplies; organize and maintain club files; prepare outgoing mail and faxes.
- Process purchase orders for all Department Heads and research/correct outstanding purchase order discrepancies in a timely manner.

Qualifications

Education:
- Four-year college degree

Experience
- 3 to 5 years managerial experience
- 3 to 5 years customer service experience
- 3 to 5 years experience in event coordination and program planning and management
- Significant experience outside Life Time Fitness is strongly preferred

Licenses / Certifications / Registration:
- CPR/AED certification

Primary Location: : MN-New Hope - NHP - New Hope
Schedule: Full-time
Job Level: Manager with Direct Reports
Shift: Day Job


Member Services Department Head in Training-AUS01356

Description

Responsible for overall member retention, the direction, coordination and supervision of the Member Services team members at the Front Desk, Account Services Desk, and Activity Center Desk. Position directs and ensures that our team members get to know every member by listening and responding to them. Ensure team members proactively exceed the needs of members, accurately answer questions and actively promote all events and programs with friendly and inviting engagement. Operate adult programs successfully meeting retention goals and exceeding member expectations of those programs. Shares communication between corporate leadership and team members, anticipating ways to enhance the member experience. Maximizes member retention by driving and executing all key activities and attaining all goals and objectives contained within the Strong Retention Culture.

All aspects of this job directly impact revenue, member retention and overall customer service. Upholds the Life Time Fitness Mission and Vision and leads a Healthy Way of Life.

Major Duties & Responsibilities

Ensuring Exceptional Member Service
- Responsible for retention of all members through proactive and reactive efforts.
- Develop a club Retention plan, partnering with the Member Engagement Manager, Training Department Head, and General Manager to minimize attrition. The plan will outline tactics to reach the attrition goal and hold team members accountable to tasks.
- Participate actively in taking membership change requests and saving memberships or converting members to the Life Time Health membership at a high rate.
- Communicate proactively with members engaging them in all programs and interest groups via in-person, phone out-reach, club home-page updates, and email communications.
- Serve members at member service desks, setting an energetic, helpful and friendly tone for the club consistent with the Mission.
- Responsible for overall member satisfaction. Establish genuine relations with, and connect all members to their interests groups by actively engaging the members in their areas of interest, participating in club activities and extensive knowledge of the club. Responsible in particular for members not being fully connected to the club by a Member Engagement Advisor.
- Improves service by communicating and assisting team members to understand members needs, providing guidance, feedback, and individual coaching when needed
- Responsible for overall member satisfaction. Establish genuine relations with, and connect all members to their interest groups by actively engaging the members in their areas of interest.
- Provide service that is above and beyond customer satisfaction for retention.
- Improves service by communicating and assisting team members to understand members needs, providing guidance, feedback, and individual coaching when needed
- Observes service behaviors of team members and provides feedback to individuals
- Interacts with members to obtain feedback on quality of product, service levels and overall satisfaction
- Ensures team members understand customer service expectations and parameters
- Emphasizes member satisfaction during all departmental meetings and focuses on continuous improvement
- Create an environment for robust adult programs, catering to the local club members by ensuring member awareness, connecting like-minded members and developing creative game opportunities.

Managing the Member Experience
- Interacts with members and guest on a continuous basis to obtain feedback about their experience in the club; utilize feedback to recognize outstanding employee service performance and improve service delivery: emphasizes and holds leadership team accountable for addressing service failures or potential service failures and developing innovative ways to exceed member expectations;
- Reviews team member/member feedback with the leadership team and verify that corrective action is taken; responds to and handles member problems and complaints

Department Relations
- Builds strong rapport with department owners through pro-active and on-going communication; keeps owners informed of brand initiatives and member experience; provides owners with an in-depth analysis of retention performance. Manages an effective balance between member interest and department owner’s business and develops solutions that create value for both; develops and effectively promotes ideas for improving Club service and profitability to ownership.

Support Human Resource Activities
- Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills
- Solicits team member feedback, utilizes an “open door” policy and reviews team member NPS feedback
- Supports departmental orientation program for team members to receive the appropriate new hire training to successfully perform their job.
- Participates in team member progressive discipline procedures.

Supporting Management of Member Services Specialist
- Utilizes interpersonal and communication skills to lead, influence, and encourage others: advocates sound financial /business decision making: demonstrates honesty/integrity; leads by example
- Encourages and building mutual trust, respect, and cooperation among team members
- Serving as a role model to demonstrate appropriate behaviors
- Supervises and manages team members. Manages all day to day operations. Understands team members positions well enough to perform duties in their absence
- Establishes and maintains open, collaborative relationships with team members and ensures team members do the same within the team

Financial & Budgetary
- Develop a monthly business plan working with other DHs, especially the Fitness and Activities managers and communicate to General Manager.
- Responsible for achieving or exceeding monthly and annual department budget and club retention goal.
- Monitor payroll at all member service desks (Front Desk, Account Services and Activity Center), taking corrective action as necessary to ensure labor costs are within the budget while adjusting staffing due to seasonal needs.

Managing Projects & Policies
- Recruit, interview, hire and oversee training of new Member Service team members (Front Desk Member Service staff, Member Service Specialists at the Activity Center, basketball league coordinator and racquetball/squash coordinator/pro).
- Established as one of the primary leaders in the club.
- Continually communicate and train team members on programs and schedules.
- Oversee Member Services Assistant in scheduling team members (Front Desk, Account Services and Activity Center).
- Observe and evaluate services provided to members at the Front Desk, Account Services, Activity Center and adult programming.
- Assess individual performance, provide feedback, and recognition to team members.
- Facilitate department meetings and trainings for all member services staff, and include the Business Administrator in the meetings.
- Ensure cleanliness and presentation of the department and programs by conducting daily audits.
- Holds Team accountable for successful delivery of business plan; experiments with new ideas and takes calculated risks to improve member satisfaction and profitability; evaluates the success of business strategies to inform future business plans enhancements; continually verifies business plans and actions to have a positive impact on club performance

8 Influences critical decisions, even without direct authority
- Build awareness and support for retention through effective organizational communication and enhanced business reporting of all social and business activities.

Brand Champion
- Ability to demonstrate passion and commitment for the Life Time service philosophy and verifies that the intent of the brand is pulled through in member experience; communicates a clear and consistent message regarding club goals to team members, leadership team, and revenue owners; serves as a role model by demonstrating exceptional work ethic and service delivery for all team members in the club; champions change; inspires and motivates team to achieve operational excellence
- Verify all brand standards for Life Time are implemented, monitored and updates as appropriate

Customer Service:
- Demonstrate positive attitude and actions through a display of courtesy, service, cooperation, hospitality, sensitivity, and professionalism to internal and external customers

Safety:

Safety responsibilities include:
- Comply with all company safety rules
- Use all required safety devices and personal protection equipment
- Report accidents and injuries to supervisor as soon as possible
- Participate in safety training and safety inspections
- Suggest methods of preventing hazards to safety committee

Qualifications

Education:
- Four-year college degree

Experience
- 3 to 5 years managerial experience
- 3 to 5 years customer service experience
- 3 to 5 years experience in event coordination and program planning and management
- Significant experience outside Life Time Fitness is strongly preferred

Licenses / Certifications / Registration:
- CPR/AED certification

Primary Location: : TX-Austin
Schedule: Full-time
Job Level: Manager with Direct Reports
Shift: Day Job


Member Services Department Head in Training-CHA03144

Description

Responsible for overall member retention, the direction, coordination and supervision of the Member Services team members at the Front Desk, Account Services Desk, and Activity Center Desk. Position directs and ensures that our team members get to know every member by listening and responding to them. Ensure team members proactively exceed the needs of members, accurately answer questions and actively promote all events and programs with friendly and inviting engagement. Operate adult programs successfully meeting retention goals and exceeding member expectations of those programs. Shares communication between corporate leadership and team members, anticipating ways to enhance the member experience. Maximizes member retention by driving and executing all key activities and attaining all goals and objectives contained within the Strong Retention Culture.

All aspects of this job directly impact revenue, member retention and overall customer service. Upholds the Life Time Fitness Mission and Vision and leads a Healthy Way of Life.

Major Duties & Responsibilities

Ensuring Exceptional Member Service
- Responsible for retention of all members through proactive and reactive efforts.
- Develop a club Retention plan, partnering with the Member Engagement Manager, Training Department Head, and General Manager to minimize attrition. The plan will outline tactics to reach the attrition goal and hold team members accountable to tasks.
- Participate actively in taking membership change requests and saving memberships or converting members to the Life Time Health membership at a high rate.
- Communicate proactively with members engaging them in all programs and interest groups via in-person, phone out-reach, club home-page updates, and email communications.
- Serve members at member service desks, setting an energetic, helpful and friendly tone for the club consistent with the Mission.
- Responsible for overall member satisfaction. Establish genuine relations with, and connect all members to their interests groups by actively engaging the members in their areas of interest, participating in club activities and extensive knowledge of the club. Responsible in particular for members not being fully connected to the club by a Member Engagement Advisor.
- Improves service by communicating and assisting team members to understand members needs, providing guidance, feedback, and individual coaching when needed
- Responsible for overall member satisfaction. Establish genuine relations with, and connect all members to their interest groups by actively engaging the members in their areas of interest.
- Provide service that is above and beyond customer satisfaction for retention.
- Improves service by communicating and assisting team members to understand members needs, providing guidance, feedback, and individual coaching when needed
- Observes service behaviors of team members and provides feedback to individuals
- Interacts with members to obtain feedback on quality of product, service levels and overall satisfaction
- Ensures team members understand customer service expectations and parameters
- Emphasizes member satisfaction during all departmental meetings and focuses on continuous improvement
- Create an environment for robust adult programs, catering to the local club members by ensuring member awareness, connecting like-minded members and developing creative game opportunities.

Managing the Member Experience
- Interacts with members and guest on a continuous basis to obtain feedback about their experience in the club; utilize feedback to recognize outstanding employee service performance and improve service delivery: emphasizes and holds leadership team accountable for addressing service failures or potential service failures and developing innovative ways to exceed member expectations;
- Reviews team member/member feedback with the leadership team and verify that corrective action is taken; responds to and handles member problems and complaints

Department Relations
- Builds strong rapport with department owners through pro-active and on-going communication; keeps owners informed of brand initiatives and member experience; provides owners with an in-depth analysis of retention performance. Manages an effective balance between member interest and department owner’s business and develops solutions that create value for both; develops and effectively promotes ideas for improving Club service and profitability to ownership.

Support Human Resource Activities
- Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills
- Solicits team member feedback, utilizes an “open door” policy and reviews team member NPS feedback
- Supports departmental orientation program for team members to receive the appropriate new hire training to successfully perform their job.
- Participates in team member progressive discipline procedures.

Supporting Management of Member Services Specialist
- Utilizes interpersonal and communication skills to lead, influence, and encourage others: advocates sound financial /business decision making: demonstrates honesty/integrity; leads by example
- Encourages and building mutual trust, respect, and cooperation among team members
- Serving as a role model to demonstrate appropriate behaviors
- Supervises and manages team members. Manages all day to day operations. Understands team members positions well enough to perform duties in their absence
- Establishes and maintains open, collaborative relationships with team members and ensures team members do the same within the team

Financial & Budgetary
- Develop a monthly business plan working with other DHs, especially the Fitness and Activities managers and communicate to General Manager.
- Responsible for achieving or exceeding monthly and annual department budget and club retention goal.
- Monitor payroll at all member service desks (Front Desk, Account Services and Activity Center), taking corrective action as necessary to ensure labor costs are within the budget while adjusting staffing due to seasonal needs.

Managing Projects & Policies
- Recruit, interview, hire and oversee training of new Member Service team members (Front Desk Member Service staff, Member Service Specialists at the Activity Center, basketball league coordinator and racquetball/squash coordinator/pro).
- Established as one of the primary leaders in the club.
- Continually communicate and train team members on programs and schedules.
- Oversee Member Services Assistant in scheduling team members (Front Desk, Account Services and Activity Center).
- Observe and evaluate services provided to members at the Front Desk, Account Services, Activity Center and adult programming.
- Assess individual performance, provide feedback, and recognition to team members.
- Facilitate department meetings and trainings for all member services staff, and include the Business Administrator in the meetings.
- Ensure cleanliness and presentation of the department and programs by conducting daily audits.
- Holds Team accountable for successful delivery of business plan; experiments with new ideas and takes calculated risks to improve member satisfaction and profitability; evaluates the success of business strategies to inform future business plans enhancements; continually verifies business plans and actions to have a positive impact on club performance

8 Influences critical decisions, even without direct authority
- Build awareness and support for retention through effective organizational communication and enhanced business reporting of all social and business activities.

Brand Champion
- Ability to demonstrate passion and commitment for the Life Time service philosophy and verifies that the intent of the brand is pulled through in member experience; communicates a clear and consistent message regarding club goals to team members, leadership team, and revenue owners; serves as a role model by demonstrating exceptional work ethic and service delivery for all team members in the club; champions change; inspires and motivates team to achieve operational excellence
- Verify all brand standards for Life Time are implemented, monitored and updates as appropriate

Customer Service:
- Demonstrate positive attitude and actions through a display of courtesy, service, cooperation, hospitality, sensitivity, and professionalism to internal and external customers

Safety:

Safety responsibilities include:
- Comply with all company safety rules
- Use all required safety devices and personal protection equipment
- Report accidents and injuries to supervisor as soon as possible
- Participate in safety training and safety inspections
- Suggest methods of preventing hazards to safety committee

Qualifications

Education:
- Four-year college degree

Experience
- 3 to 5 years managerial experience
- 3 to 5 years customer service experience
- 3 to 5 years experience in event coordination and program planning and management
- Significant experience outside Life Time Fitness is strongly preferred

Licenses / Certifications / Registration:
- CPR/AED certification

Primary Location: : MI-Charter Commerce Township - COM - Commerce
Schedule: Full-time
Job Level: Manager with Direct Reports
Shift: Day Job


Member Services Department Head In Training-SCO00802

Description

Responsible for overall member retention, the direction, coordination and supervision of the Member Services team members at the Front Desk, Account Services Desk, and Activity Center Desk. Position directs and ensures that our team members get to know every member by listening and responding to them. Ensure team members proactively exceed the needs of members, accurately answer questions and actively promote all events and programs with friendly and inviting engagement. Operate adult programs successfully meeting retention goals and exceeding member expectations of those programs. Shares communication between corporate leadership and team members, anticipating ways to enhance the member experience. Maximizes member retention by driving and executing all key activities and attaining all goals and objectives contained within the Strong Retention Culture.

All aspects of this job directly impact revenue, member retention and overall customer service. Upholds the Life Time Fitness Mission and Vision and leads a Healthy Way of Life.

Major Duties & Responsibilities

Ensuring Exceptional Member Service
- Responsible for retention of all members through proactive and reactive efforts.
- Develop a club Retention plan, partnering with the Member Engagement Manager, Training Department Head, and General Manager to minimize attrition. The plan will outline tactics to reach the attrition goal and hold team members accountable to tasks.
- Participate actively in taking membership change requests and saving memberships or converting members to the Life Time Health membership at a high rate.
- Communicate proactively with members engaging them in all programs and interest groups via in-person, phone out-reach, club home-page updates, and email communications.
- Serve members at member service desks, setting an energetic, helpful and friendly tone for the club consistent with the Mission.
- Responsible for overall member satisfaction. Establish genuine relations with, and connect all members to their interests groups by actively engaging the members in their areas of interest, participating in club activities and extensive knowledge of the club. Responsible in particular for members not being fully connected to the club by a Member Engagement Advisor.
- Improves service by communicating and assisting team members to understand members needs, providing guidance, feedback, and individual coaching when needed
- Responsible for overall member satisfaction. Establish genuine relations with, and connect all members to their interest groups by actively engaging the members in their areas of interest.
- Provide service that is above and beyond customer satisfaction for retention.
- Improves service by communicating and assisting team members to understand members needs, providing guidance, feedback, and individual coaching when needed
- Observes service behaviors of team members and provides feedback to individuals
- Interacts with members to obtain feedback on quality of product, service levels and overall satisfaction
- Ensures team members understand customer service expectations and parameters
- Emphasizes member satisfaction during all departmental meetings and focuses on continuous improvement
- Create an environment for robust adult programs, catering to the local club members by ensuring member awareness, connecting like-minded members and developing creative game opportunities.

Managing the Member Experience
- Interacts with members and guest on a continuous basis to obtain feedback about their experience in the club; utilize feedback to recognize outstanding employee service performance and improve service delivery: emphasizes and holds leadership team accountable for addressing service failures or potential service failures and developing innovative ways to exceed member expectations;
- Reviews team member/member feedback with the leadership team and verify that corrective action is taken; responds to and handles member problems and complaints

Department Relations
- Builds strong rapport with department owners through pro-active and on-going communication; keeps owners informed of brand initiatives and member experience; provides owners with an in-depth analysis of retention performance. Manages an effective balance between member interest and department owner’s business and develops solutions that create value for both; develops and effectively promotes ideas for improving Club service and profitability to ownership.

Support Human Resource Activities
- Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills
- Solicits team member feedback, utilizes an “open door” policy and reviews team member NPS feedback
- Supports departmental orientation program for team members to receive the appropriate new hire training to successfully perform their job.
- Participates in team member progressive discipline procedures.

Supporting Management of Member Services Specialist
- Utilizes interpersonal and communication skills to lead, influence, and encourage others: advocates sound financial /business decision making: demonstrates honesty/integrity; leads by example
- Encourages and building mutual trust, respect, and cooperation among team members
- Serving as a role model to demonstrate appropriate behaviors
- Supervises and manages team members. Manages all day to day operations. Understands team members positions well enough to perform duties in their absence
- Establishes and maintains open, collaborative relationships with team members and ensures team members do the same within the team

Financial & Budgetary
- Develop a monthly business plan working with other DHs, especially the Fitness and Activities managers and communicate to General Manager.
- Responsible for achieving or exceeding monthly and annual department budget and club retention goal.
- Monitor payroll at all member service desks (Front Desk, Account Services and Activity Center), taking corrective action as necessary to ensure labor costs are within the budget while adjusting staffing due to seasonal needs.

Managing Projects & Policies
- Recruit, interview, hire and oversee training of new Member Service team members (Front Desk Member Service staff, Member Service Specialists at the Activity Center, basketball league coordinator and racquetball/squash coordinator/pro).
- Established as one of the primary leaders in the club.
- Continually communicate and train team members on programs and schedules.
- Oversee Member Services Assistant in scheduling team members (Front Desk, Account Services and Activity Center).
- Observe and evaluate services provided to members at the Front Desk, Account Services, Activity Center and adult programming.
- Assess individual performance, provide feedback, and recognition to team members.
- Facilitate department meetings and trainings for all member services staff, and include the Business Administrator in the meetings.
- Ensure cleanliness and presentation of the department and programs by conducting daily audits.
- Holds Team accountable for successful delivery of business plan; experiments with new ideas and takes calculated risks to improve member satisfaction and profitability; evaluates the success of business strategies to inform future business plans enhancements; continually verifies business plans and actions to have a positive impact on club performance

8 Influences critical decisions, even without direct authority
- Build awareness and support for retention through effective organizational communication and enhanced business reporting of all social and business activities.

Brand Champion
- Ability to demonstrate passion and commitment for the Life Time service philosophy and verifies that the intent of the brand is pulled through in member experience; communicates a clear and consistent message regarding club goals to team members, leadership team, and revenue owners; serves as a role model by demonstrating exceptional work ethic and service delivery for all team members in the club; champions change; inspires and motivates team to achieve operational excellence
- Verify all brand standards for Life Time are implemented, monitored and updates as appropriate

Customer Service:
- Demonstrate positive attitude and actions through a display of courtesy, service, cooperation, hospitality, sensitivity, and professionalism to internal and external customers

Safety:

Safety responsibilities include:
- Comply with all company safety rules
- Use all required safety devices and personal protection equipment
- Report accidents and injuries to supervisor as soon as possible
- Participate in safety training and safety inspections
- Suggest methods of preventing hazards to safety committee

Qualifications

Education:
- Four-year college degree

Experience
- 3 to 5 years managerial experience
- 3 to 5 years customer service experience
- 3 to 5 years experience in event coordination and program planning and management
- Significant experience outside Life Time Fitness is strongly preferred

Licenses / Certifications / Registration:
- CPR/AED certification

Primary Location: : AZ-Scottsdale - SCT - Scottsdale
Schedule: Full-time
Job Level: Manager with Direct Reports
Shift: Day Job


 
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