Who is a fitness club administrator? Is it just an employee who sits at the reception desk and sells subscriptions or is it a person of whose professional skills depend all the work of the entire business? What professional and personal qualities he should have, what he should know and be able to do, and once again, who he really is, the person with whose submission you either become a member of the fitness club or not. We will try to answer all these questions in our series of articles about the profession of the administrator of a fitness club.
Today, the fitness industry is on the rise. You don’t need to be clairvoyant to see a steady trend of growing number of fitness clubs in the whole country and in each individual city in particular. With the increase in the number of clubs, we also can see the growing demand for qualified personnel, such as trainers, administrators, managers and not only. However, in this article we will be interested in the particular position of the administrator. So let’s get it straight.
Who is a fitness club administrator
The administrator of a fitness club is actually the face of the whole business. This is a person with whom the visit to the club begins, and with which it ends. The administrator is a guard who stands at the entrance to the club behind the reception desk and greets, meets, tells, shows, leads client’s hands and answers any questions they may have. An administrator is a person who, within the club, knows everything and about everything.
Whatever questions you may have, you always go to the receptionist. What services does the club provide, what stations and machines does it have, how many trainers are there in the gym, are there any TRX loops, how many treadmills are there, what’s a zumba, how does pilates differ from calanetics, how much does an evening subscription cost and can it be frozen during vacation time. The administrator has literally any information that you may be interested in.
At the same time, the administrator solves or at least participates in solving problems and conflict situations. Why the trainer is late, why the drain doesn’t work in the shower cabin, why the air conditioning doesn’t work in the aerobics hall, and so on. In case of any questions, controversial or conflict situations, the client always goes to the administrator. And then the administrator resolves the situation – he (or she) calls to the coach that is late, informs the plumber about the non-working drain, calls the air conditioning repairman etc.
Since the club manager, as well as the director, are often not tied to the place of work and could be absent, all the financial responsibility falls on the administrator’s shoulders. Neither on trainers shoulders, nor on cleaners or plumbers, but on administrators shoulders, in case if there are several of them. As you understand, the level of responsibility of a person in this position is very high!
Further, we will more specifically consider the requirements that the industry demands to the administrator of a fitness club. What he should do and what he shouldn’t. What rights and obligations he has, and also for what he is responsible for in case of failure to fulfill the tasks assigned to him.
Administrator’s job description
Now, since we know in general who the administrator of a fitness club is, we have to familiarize ourselves directly with his job description – with the duties that are assigned to him when he gets the job. This document regulates labor relations. It includes functional obligations, rights and responsibilities, the order of subordination, as well as requirements for experience and education. The document is typical. It means that a number of items of the instructions may differ depending on the specifics of the work of both the staff and the institution itself.
The job description prescribes the possibility of finding a job of the administrator only for person with higher or secondary special education, as well as graduates of special training courses with experience in a similar position for at least 1 year. Such a person can be hired or fired only by the fitness club manager (or CEO), or by his order. He submits to the club manager, if there is one, if not – then directly to the director (CEO) of the fitness club. During the absence of the administrator, his rights, functional obligations and responsibilities are transferred to another employee, which is reported in advance in the order of the institution.
In fact, the basic duty of the administrator of a fitness club is to the sale the subscriptions and additional goods & services (either face to face, by phone or via the Internet), as well as to conduct presentations for new and potential clients. The administrator must at least in general possess the skills of communication, etiquette, persuasion and dealing with objections. Also, the advantage for him will be knowledge in the field of psychology, sales, as well as an understanding of what the fitness industry is. Knowledge of administrative rules and regulations governing the work of a fitness club is obligatory for the specialist. The administrator of the fitness club is guided by the normative acts of labor protection, safety and sanitation, educational documents and scripts that are necessary to perform his duties, the charter of the fitness club, decrees and orders of the manager, as well as this job description.
The administrator performs following duties: 1.1) Prevents and eliminates conflict situations, as well as accepts claims and complaints about poor customer service; 1.2) Consulting clients on the provision of services, selling the products, bonus programs conditions; 1.3) Improves the effective customer service and creates comfortable conditions for them; 1.4) Maintains order and cleanliness in the club, through monitoring the work of cleaners; 1.5) Informs employees about the arrival of visitors, enters information into the customer base; 1.6) Informs the supervisor about the identified deficiencies in customer service and takes measures to eliminate them; 1.7) Controls employees of the club according to work discipline, labor protection standards, safety regulations, sanitation and hygiene requirements; 1.8) Performs work assignments of the supervisor; 1.9) Monitors the safety of inventory; 1.10) Controls the compliance with room design standards; 1.11) Monitors the placement, state and replacement of promotional materials; 1.12) Controls the execution of management orders by personnel; 1.13) Prepares proper materials and documents for negotiations with partners and key customers; 1.14) Prepares reporting documents in the prescribed manner; 1.15) Answers telephone calls, processes requests from customers, contractors, and government agencies.
Rights of the administrator
The administrator has the right to: 2.1) Make decisions independently within his competence; 2.2) Represent the interests of the club in the prescribed manner; 2.3) Do not perform his duties in case of danger to life or health; 2.4) Inform the supervisor about the identified deficiencies in the work of the club and make proposals for their elimination; 2.5) Sign documents within his competence; 2.6) Address to the supervisor proposals about the improvement of work conditions of the club; 2.7) Communicate with the staff of the club on work issues; 2.8) Obtain the necessary information to perform his functional duties; 2.9) Put forward to the director proposals related to the work of the institution; 2.10) Require from management to create normal conditions for the performance of his duties.
Responsibilities of the administrator
The Administrator is responsible for: 3.1) The improper performance of his functional duties; 2.2) Sending to management and/or clients obviously false information; 2.3) Quality of maintaining the documentation; 2.4) Wrongful handling with personal data, disclosure of confidential information and commercial secrets; 2.5) Violation of the etiquette and business communication rules; 2.6) Violation of the governing documents of the institution; 2.7) The consequences of their actions and decisions; 2.8) Damage to the organization and its employees; 2.9) Unauthorized representation of the interests of the institution; 2.10) Violation of labor discipline, internal work regulations, fire protection rules and safety measures.
As we already understood, in fact, the administrator of a fitness club is the second person after the director, who bears almost the same financial responsibility. At first glance it may seem that work in this position is presuming only the receiving calls and handing out keys at the reception, but in fact the range of duties of the administrator of a fitness club is much broader. He should be able to answer literally any question regarding the services and goods provided by the club, should be able to communicate competently and should be able to sell. It must also be understood that this is a rather stressful job, in which you need to be able to quickly switch between tasks and between clients when there are a lot of them.
However, in the first place, the work of the administrator of a fitness club is exactly about communication with people. The better you know how to approach them, the more pleasant it is for you to work and the easier it is for you to close the deals. An administrator, as a person who constantly works with people, must be psychologist in a certain way in order to be able to listen to a person, understand “what hurts him” and solve his problem in the most comfortable way for him.
As I have already said at the beginning, this is too multifaceted profession, and it is simply impossible to reveal it in the frame of one article. So in the next part we will open the curtain over the profession of the fitness club administrator and talk about how people come to this profession, how they choose it and what experience affects this choice.
Author – Felix Palmer