DEPARTMENT: Operations
RESPONSIBLE TO: The General Manager – Head Coach

Coach is a pioneering health and fitness concept which unites a high value gym proposition that includes group exercise with the additional option of “boutique” group fitness all in one revolutionary place.

Two boutique studios in every Coach Gym will deliver a one-hour strength and cardio interval training experience that’s immersive, high-intensity and through an infectious energy, pushes members to achieve more than they ever thought possible!

The Coach vision is simple. We are passionate and we are driven to deliver our members their fitness goals within an industry leading facility with a huge sense of community, united together.

Coach will never just be “going to the gym or a class” we will ensure training at Coach becomes the best part of every members day. Our Coach team will inspire, motivate & encourage but most importantly, we will bring together a community with a shared vision of health, fitness and wellbeing.

Proud of our vision, we practice what we preach. We are family at Coach, dedicated & immensely driven, we know how to have fun and we make every moment count for everyone. We love a challenge and we will continue to innovate & evolve. We’re transforming health & fitness...join the revolution.

Objective
To support the Head Coach in delivering industry leading customer service from the reception of the club known as the bar. As a member of the ‘Bar Staff’ team you will be the first and last point of contact for every member on every visit, your impression counts!

Responsibilities
The following outlines your role, please note, Coach Gyms reserve the right to change these terms and conditions as necessary, with due notice.

The below is an outline of the Bar Staff role, however your job will not be limited to just what is outlined here.

• To meet and greet ever member on every visit in an engaging manner
• To assist prospective members in their sign-up process
• To produce and serve a wide variety of sports nutrition shakes and other beverages to the members
• Delivering a flawless member experience and Interactions
• Provide exceptional customer service by greeting and assisting potential and existing members, responding to member inquiries, and resolving any complaints in a prompt and customer focused fashion
• Assist members with their class/boutique/schedules, across multiple Coach gyms if needed
• Organise and assist with any private or special events happening at Coach
• Manage and maintain member databases to ensure we can offer the best customer service based on the most accurate information
• Partner with marketing team on ideation and implementing site specific marketing ideas/strategies for Coach gyms
• Work closely with the marketing team to establish Corporate partners
• Ensure brand standards are adhered to by all Coach employees, self employed trainers and ambassadors

Sales
• Drive sales for products, services, memberships and retail in the club
• Manage your own KPIs to ensure all membership, boutique services and secondary spend revenue lines are achieved
• Exceed expectations, targets and results for every area of the business
• Retail Management. Work with your team daily to assist with locating merchandise and maximising secondary spend opportunities within your club.

Administrative Responsibilities.
• Assist in your gyms accounting needs, including recording daily petty cash flow, preparing bank deposits, banking logs etc.
• Assist in keeping track of and reporting your clubs group exercise freelance teacher budget
• Resolve member complaints and answer customers' questions regarding policies and procedures
• Oversee daily operations of the office, including maintenance and operational records, logs are to be kept and managed by you and your team
• Practising & recording weekly fire alarm tests, making sure fire exits are clear & logbook is up to date
• Club walk arounds and communicate any maintenance or construction needs to the Operations Team and help oversee proper and prompt fixing
• Keep staff informed on new promotions, drive sales and opportunity goals inline with the key pillars of the company
• Ensure customer service skills, work standards and desk efficiency are up to Coach company standards
• Conduct induction/onboarding sessions and schedule on-the-job training for new hires
• Work to uphold the Coach community and culture standards, and live the company mission, vision, and values daily
• Attend educational workshops & meetings to maintain current knowledge of the brand and your role
• Assist in participating in and enhancing the community with your studio and regional teams.

Required Experience
• Experience in a similar customer facing
• Must have a passion for health and fitness
• Full availability to work evenings, weekends, and holidays
• Excellent written, oral communication, and organisational skills.
• Proven attention to detail
• Proficient in problem solving and able to work proactively within a team environment to meet established corporate goals and sales objectives
• Desire for career growth within the company.