Very metric driven. Expected to make phone calls to current members asking them about their latest visit or try to get them reconnected, what happened 9 times out of 10 is you just reminded someone that they had a membership and were paying money so they would come in to cancel after talking to you. When a member comes in to cancel, you are supposed to try to essentially resell them a membership. I Had no problem doing this because I care about the well being of others. Corporate office took away member service incentives. You used to get a bonus for having a certain retention rate. That is gone. They took away the bonus for collecting 0-30 day delinquent payments.. It took away my incentive to pick up the phone and save memberships. Management including myself were taught to be more of a police force trying to catch them doing something wrong rather than develop them and want them to work. I would work 12 hour days 8:30am-8:00pm on sturday and sundays and some fridays. You will be working anytime from 8:30am-10:00pm on any given day of the week which gives you no way to form a routine outside of work which is something that I like to have.
Our staff was stretched thin because our club was a "troubled club" meaning more people were canceling memberships then we had people walking in the door to buy. being a troubled club also meant Higher ups would come in and we were expected to be afraid and put on an act for them rather than tell them how it is.
the Shareholders are trying to make revenues rise in the short run and eliminated many upper positions at the club level and that killed a lot of incentive, not just for our own department, but others as well.
Standing at the front desk for your 9 hour shift WILL suck a lot.
NEPOTISM
You are expendable if you don't live and breathe for your managers.
Management will not tell you they appreciate the hard work, they will give you more to do if you are accepting responsibilities well and then not give you a promotion or a raise.
Burnout of completing the same tasks everyday is real. so metric driven that the number of phone calls you make and the number of conversations you log a day are THE only thing you are good for, i understand the purpose behind it, but this is a gym, these people are here to workout for 45 mins and then dip set.. they dont care about being talked to on the phone about it or much less in person
