Job Description

Leisure Membership Advisor - Role Summary

Reporting to: Leisure Sales Manager
Direct Reports: None

CORE PURPOSE.

Only read on if;
? you’re passionate about the Leisure industry and great customer service
and
? want to be part of a team that really excels and delivers fantastic service and a key profit stream within our business

by ……………ensuring a memorable experience for every member or guest, every time!

We’re no ordinary hotel business. VILLAGE hotels, is a unique concept. Ours is a design-led, inspirational and multi-faceted product, attractive to a diverse customer base where locals are as valued as corporate and leisure guests and we strive to consistently deliver “more than” to our guests.

Work out, max out, chill out…that’s what we encourage at VILLAGE. It’s about a way of life where VILLAGE health and fitness offers a unique fitness experience which stands out from the rest. It’s not a typical hotel gym that’s quiet, airy, lifeless and formal, where people feel intimidated or embarrassed. Members come from the local community and business sectors to spend their leisure time working out and enjoying the many benefits of being a member at VILLAGE.

VILLAGE health and fitness has a very modern feel with over 70 pieces state of the art equipment, a minimum of 20 metre pool, extensive classes, personal training, kinesis walls, retail shops and generous leisure and hotel discounts, all rolled into what we call “Perfect Fit”, our amazing members programme designed by double Olympic champion Dame Kelly Holmes, allowing members to get the very most out of there membership.

Your role is to share how good these facilities are with prospective new members and sign then up to a new way of life. Providing high standards of service that reflects the individual needs of our members and prospective members – explaining the extensive features and benefits of joining our Leisure Club. You will maximise leisure memberships through effective selling techniques, providing information as required.

You achieve this by using your natural skills at interacting with many different types of people and, using the effective selling techniques that we will support you with, you can only be a great success

RESPONSIBLE FOR
? People – Assist the Leisure Sales Manager in developing a sales action plan that will facilitate membership renewals and the generation of new memberships. Liaise closely with the Leisure Club Team and colleagues in order to sell the product and experience effectively. Deal with complaints/ problems politely and make every effort to resolve these.
? Presentation and standards – complete a daily walk round of the leisure club and share feedback where appropriate to ensure standard operating procedures are met and maintained. Your personal presentation must be impeccable at all times.
? A Great Customer Experience – Focus on precise aims and requirements of potential members and offer advice to match the package to the individual. You cater for all and ensure that our people, products and service are memorable as we build our reputation as the Leading Leisure Club.
? Product knowledge – be commercial ‘savvy’ and aware of all promotional activates to ensure they are correctly implemented. Support centrally driven promotional activity.
? Communications – with your team on a daily basis, other hotel departments and guests / leisure club members, so that everyone knows what our offering is and is encouraged to try it and return for more. Instil and sustain a culture of excellence married with appropriate levels of informality and fun.
? Leisure Club Performance – meet all sales targets and carry out effective sales tours selling all benefits of our Perfect Fit Programme. Deliver results in line with team members non-negotiable. Further, add value to overall hotel performance through teamwork.

Accountable for
? Results – Supporting the weekly, monthly, quarterly sales and marketing plan implemented by the Leisure Club Sales Manager. Ensure the minimum date is captured – name, address, email address and mobile number.
? Quality – be fully aware of all promotional activities to ensure they are correctly implemented and action. Fully utilise the membership prospect database ensuring that the data is always accurate. Maximum response time to an enquiry is 1 hour.
? Great Service – assist members and prospective members in a friendly, courteous and professional manner. Member and guest satisfaction should be monitored using reflective feedback (ad hoc and using external benchmarking tools). Deal with complaints / problems politely and make every effort to resolve these. Customer Comments – review weekly feedback with the Sales Team Leader and action where required.
? Financial performance –Fully adhere to the relevant sales systems and procedures. Deliver the clubs membership target and ensure sales standards are adhered to. Treat the business as if it wh