Front Desk Attendant and Service Standards
TNT Strong Job Descriptions and Service Standards work together to provide team members with a clear understanding of their job responsibilities and service expectations. Together they form the basis from which performance is evaluated.
TNT Strong COMMITMENT
Do your best at all times to promote, support and help TNT Strong to achieve its vision, mission and core values.
Team members who work at the front desk play an integral role in providing legendary customer service to our members and guests, and in so doing, contribute to the overall success of the club and the company. Our front desk team provides the first impression of who we are to anyone walking in our door and is there to greet and acknowledge members and guests, check in members, answer the phones and direct calls appropriately, and assist members and guests with inquiries and concerns.
In addition to the primary roles and responsibilities described within, each Front Desk team member embraces and follows the guidelines outlined in our Service Standards and represents TNT Strong while they are in the clubs. Front Desk team members must maintain a professional manner in dealing with fellow staff, members and guests and must display a helpful and positive attitude and assist other departments when necessary. Front Desk team members are encouraged to communicate ideas on best practices to their managers as well as colleagues in other departments.
Contribute to providing a customer service focused environment that is friendly, welcoming, and supportive, creates raving fans and builds community.
Sincerely acknowledge members and guests.
Ensure you are professional in your personal presentation.
Use a professional and friendly communication style to enhance members’ and guests’ experiences.
Be aware of and meet specific member and guest needs.
Create and deepen relationships with members and guests to enhance their sense of belonging and community with the club.
Work in partnership with other members of TNT Strong’s team and as an integrated member of TNT Strong’s community and contribute to the effective and efficient running of the day-to-day operations of the department and club.
Multi-task, follow up and remain resilient in a fast-paced environment; this includes consistently performing the tasks and special projects outlined on the shift checklist in a timely manner.
Maintain an active and working knowledge of TNT Strong as a company as well as all services and promotions in order to provide members and guests with accurate and consistent information.
Be proficient in appropriate club software systems and follow all club policies and procedures.
Remain up-to-date on all individual, department and company communications by reading all individual and departmental emails and posted signage as well as checking the company intranet often for important information and updates.
Attend all meetings, special events, company-wide initiatives and department projects to learn, provide feedback and share ideas on improving and building all aspects of the business.
Work as part of the overall team by pitching in and helping wherever needed.
Support, educate and encourage new team members.
Approach challenges in a creative, positive, and team centered manner.
Contribute to maintaining the beauty of the front desk and lobby and maintain club-wide standards of cleanliness.
Contribute to the overall financial success of TNT Strong.
Ensure that all members and guests check in and have active memberships – collect dues and update billing when appropriate.
Assist the Membership Team in enrolling prospective members.
Help integrate members into the club and strive to increase the number of members who participate in our programs and services by promoting service benefits and encouraging members to take advantage of them.
Perform other duties as required. Employee responsibilities are subject to change at any time.
Work hours will correspond to the needs of the club.
Key Performance Evaluation Factors
Ability to exemplify and live the company’s core values
Ability to meet department and individual goals
Ability to fulfill essential duties
Experience, Knowledge & Abilities
The ideal experience, knowledge and abilities include:
Commitment to providing top notch customer service and some experience working in a fast paced customer service role;
Experience working with a diversity of people;
Team player who approaches challenges in a creative and positive manner;
History of conflict resolution, active listening and written/verbal communication skills;
Excellent communicator – good listening, writing and oral communication skills;
Organized, flexible and resourceful;
Ability to execute multiple tasks at once, handle multiple projects simultaneously and remain resilient in a fast-paced environment;
Computer-savvy and proficient in using Microsoft Office;
Passion for TNT Strong’s vision, mission and core values;
High School equivalent or higher