Host - Retention Manager job with energie group in Ipswich, United Kingdom | Leisure Opportunities
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énergie is the fastest growing fitness club franchise business in the UK and the undisputed market leader in the area of fitness and wellness franchising. énergie Fitness provides fitness experience like no other! Delivering an unrivaled fitness experience, great service with unbelievable value.
We are looking for a host to be the face of our bran new gym (opening September/October); énergie Fitness Ipswich, helping every member feel that they belong and that they are very much part of that énergie family playing a key role in delivering the best possible member experience!

Key Accountabilities

• Bring the énergie Vision, Values and Member Promise to life ... MAKE IT REAL - be proud of your Club, help your team members be proud and make your customers feel they belong - be an AMAZING ambassador for the energie brand

• Create “the special relationship” with members, which is individual and personal, always professional and never intrusive or annoying

• Improve customer services, retention and referral business by building customer loyalty over a prolonged period of time

• Make people smile, brighten up their day so they leave happier than when they arrived

• Tune into your customers, get to know their wants and needs and make life easier and the experience memorable whenever they visit the Club

• Demonstrate a variety of ways to show you are genuinely interested and care, supplement the big smile with small and subtle gestures, be friendly not phoney

• Firmly establish your place in the business as the ultimate “go to” person without letting any of your team members shirk their responsibility in sharing the job of delivering an exceptional experience for members

• Develop meaningful customer feedback mechanisms to understand and learn lessons from situations when we got it wrong and fix it for the future

Responsibilities & Duties

• Be totally responsible for the front of house operation making sure it runs like clockwork and we always create the right first impression
• Constantly be the authoritative voice of the customer across the business

• Make it your mission to find out what members want and need and provide it – make them a coffee – charge their phone – phone the garage ….. do whatever it takes!

• Consistently track the Member Engagement scores and take personal responsibility for improving them

• Ensure you deliver a “Warm Welcome” to everyone who walks through the door which makes them feel you/we are always delighted to see them

• Greet everyone with a big smile, say hello and make it your job to make their day

• Engage with members on a daily basis with energy and commitment

• Befriend and support members of all ages and backgrounds

• Provide solutions to everyday problems but also fix them for the future

• Energise and support other team members to help build great atmosphere

• Surprise members with new innovations on a regular basis

• Continually review the member services and look for ways to make them even better

• Monitor customer feedback and view complaints as a gift and a source of improvement

• Communicate member issues and recommendations for improvements to the Club Manager on a regular basis

• Do whatever it takes to delight the customer but ALWAYS play by the rules when it comes to Health and Safety and meeting our Legal obligations

The role offers a competitive salary and healthy retention related bonus, so if you think you have the ‘WOW factor’ and have what it takes to be the face of énergie Fitness Ipswich please apply today!

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