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Leisure Sales Host - Edinburgh

Employer
Village Hotels
Location
Edinburgh
Salary
Competitive
Closing date
9 Oct 2018

You‘ll be the first person to offer a warm and vibrant welcome to all members and guests on arrival at the Leisure Club or by telephone. 

Ensure the efficient operation of the Leisure Club entrance, delivering great service as the face of Village Gym, taking bookings, resolving queries and providing the highest standards of service for members and guests.

You achieve this by getting to know the customers and help them to make the most of the range of services on offer, so that they leave always looking forward to the next visit.

Your role is to share how good these facilities are with prospective new members and sign them up to a new way of life.

Providing high standards of service that reflects the individual needs of our members and prospective members – explaining the extensive features and benefits of joining our Leisure Club.

You will maximise leisure memberships through effective selling techniques, providing information as required.

You achieve this by using your natural skills at interacting with many different types of people and, using the effective selling techniques that we will support you with, you can only be a great success

Responsible for

People – Assist the Leisure Sales Manager in developing a sales action plan that will facilitate membership renewals and the generation of new memberships. Liaise closely with the Leisure Club Team and colleagues in order to sell the product and experience effectively. Deal with complaints/ problems politely and make every effort to resolve these.Presentation and standards – The Leisure Club Reception should always comply with standard operating procedures and equipment should be maintained and any defaults reported. The Leisure Reception area should be clean at all times and ready to welcome existing members and potential new members. Your personal presentation must be impeccable at all times.

A Great Customer Experience – ensure only leisure club members and their guests enter the club. Record all booking details and ensure the expectations of the members are met at every opportunity deliver great service so that our people, products and service are memorable as we build our reputation as the Leading Leisure Club. Focus on precise aims and requirements of potential members and offer advice to match the package to the individual. You cater for all and ensure that our people, products and service are memorable as we build our reputation as the Leading Leisure Club. 

Product knowledge –Commercial ‘savvy’ and being aware of all promotional activities, to ensure they are correctly implemented.  Supporting centrally driven promotional activity. Deal with enquiries in a prompt professional manner. Offer advice on products and explain facilities e.g. opening times. Assist with special promotions and provide visual displays as required.  Product knowledge includes the understanding of our leisure sales strategy, touring prospective members and upselling accordingly along the whole Hotel, not just the Leisure Club. 

Communications – with your team on a daily basis, other hotel departments and guests / leisure club members, so that everyone knows what our offering is and is encouraged to try it and return for more. Instil and sustain a culture of excellence married with appropriate levels of informality and fun. Attend team meetings when required. Inform members and guests of necessary information and communicate effectively. Responsible for updating boards / newsletters and communicating to our Leisure Team and members effectively. 

Leisure Club Performance – Meet all sales targets and carry out effective sales tours selling all benefits.Demonstrate detailed product knowledge taking every opportunity to up sell and translate into retail and membership sales. Deliver results in line with team members non-negotiables.  Further, add value to overall hotel performance through teamwork.

Key Accountabilities:

Results – checking the Reception area on a regular basis to ensure compliance with company and hotel standards in line with SOP’s and KPI’s. Supporting the weekly, monthly, quarterly sales and marketing plan implemented by the Leisure Club Sales Manager. Ensure the minimum date is captured – name, address, email address and mobile number. Quality – be fully aware of all promotional activities to ensure they are correctly implemented and action. Ensure only bona fide members and guests gain entry to the leisure club. Fully utilise the membership prospect database ensuring that the data is always accurate. Maximum response time to an enquiry is 1 hour. Great Service– assist members and prospective members in a friendly, courteous and professional manner. Record booking details for all facilities clearly and accurately, taking opportunity to promote new activities. Deal with complaints / problems politely and make every effort to resolve these.Statutory compliance – Support all members of the team to achieve and maintain standards to the highest possible level in respect of service and  Health & Safety obligations and Licensing Laws. Be aware of and operate the hotel cash handling, security and emergency procedures. Fully adhere to the cash handling and security procedures and systems.

This list is not exhaustive and the company reserves the right to make reasonable changes to your role from time to time. successful candidates will be available to work evenings and weekends.

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