Retro Fitness is a high value, investor friendly fitness model with strong-unit economics and streamline operations that is on track to grow to 300 locations by 2016. A strategic membership price point of $19.99 per month and state of the art equipment attracts new and experienced exercisers of all ages while ancillary offerings like Retro Blends Smoothie Bar, personal training, child care, group fitness, pro shop and tanning create multiple revenue streams maximizing bottom line returns. This episode of Undercover Boss was unique in several ways one being that it is a franchise and operated by independent owners and that many of the jobs within the facility over lap one another. The two job descriptions focused on during the episode are the customer service representative (counter staff) that handles all member needs as well as works the juice bar and secondly the fitness trainer. The counter staff is the first and last employees the member sees. The counter staff provides a warm and friendly atmosphere to the member. The counter is also the nucleus of the gym, most of the vital functions of the gym occur at the front desk. Not limited to but including everything listed below. Answering the phone and taking clear, detailed messages. Membership data must be input into the computer at first opportunity. Maintain a presentable, clean counter area. Monitoring that only appropriate personnel are permitted behind the front desk and is under supervision at all times. Updating guest information from daily log and member information forms must be input into the computer before the end of the shift. Including booking training appointments and confirm the appointments for members. Provide sales tour of the facility. Always maintain a professional image.
The trainers are the direct connection between management and the members. Therefore it is imperative that those training have consistently positive mental attitudes and are willing to connect and make contact with as...
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Kragenbrink , A. (n.d.). Retrieved from http://www.livestrong.com/article/289460-fitness-trainer-job-description/
McMillan, S. (2012). Retrieved from http://clubindustry.com/step-step/ten-commandments-exceptional-customer-service-fitness-industry
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