Front Desk Associate

About the Role

The Front Desk Associate is responsible for providing a superior level of customer service to Planet Fitness members, prospective members, and guests, ensuring an exceptional “Judgement Free” member experience.

Key Responsibilities

• Greet members/guests as they enter and exit the club; assist them with any questions or concerns during check-in.
• Promote the Judgement Free Zone® by connecting with members on the club floor, offering assistance, and showing support in their fitness journeys while upholding club policies.
• Resolve member concerns and escalate to a Manager as needed.
• Answer phones in a friendly manner and assist callers with inquiries.
• Perform membership-related functions, including sign-ups, contact/billing information updates, cancellations, collecting unpaid balances, and transferring memberships.
• Conduct prospective member calls and tours, assessing their membership needs.
• Execute retail transactions with accuracy and drive sales goals.
• Perform regular, consistent cleaning and sanitizing of all exercise equipment and Black Card spa amenities, including communal spaces and assigned areas.
• Ensure restrooms are clean, sanitized, stocked, and clutter-free by following the routine cleaning schedule.
• Perform comprehensive walks of all club areas to quickly fix safety/policy issues and address cleanliness concerns.
• Promptly address maintenance and facility concerns such as broken and/or missing equipment (e.g., dispensers, leaky faucets, fixtures).

Requirements & Tech Stack

• Positive and upbeat attitude
• Passion for delivering an exceptional experience to members, guests, and fellow team members.
• Enjoy connecting with people and helping everyone feel welcome and comfortable.
• Punctual, reliable, and dependable.
• Approach interactions with kindness, patience, and a genuine desire to help others.
• Communicate clearly, listen well, and respond with empathy.
• Act with integrity and treat everyone around you with respect.
• Take pride in your work and contribute to a clean, welcoming, and positive club environment.
• Work well as part of a team and be ready to step in and support others.
• Learn quickly and apply what you’ve learned through online and hands-on training.
• Basic computer proficiency.

Qualifications

• 6-12 months of experience in a customer service environment is preferred.
• Must be 18 years of age or older.
• Willing to become CPR/AED Certified (Training provided by Planet Fitness).

Physical Demands

• Continual standing and moving throughout the club to accomplish tasks during shift.
• Continual communicating in person or on the phone to exchange information during shift.
• Must be able to lift up to 75 pounds.
• Will encounter toxic chemicals during shift.
• Frequent cleaning and sanitizing of equipment and facilities.
• Moving self in different positions, including bending and twisting, to accomplish tasks.