“It opens up the possibility for a huge range of answers,” she said. “You learn a lot about people by how they respond.”
Besides taking them on a tour of the facility, she’ll also give hiring prospects a two-week pass to use the club.
“If they don’t come in, what does that say about them?” she said.
On-boarding Front-line Staff
When on-boarding new staff, Hoff makes sure they undergo facility training and have a firm grasp on safety issues, such as where the AED and fire extinguishers are located. Then it’s important to cross-train new employees so they understand everything that the club offers in amenities, class instruction, children’s services, trainer packages, etc.
“Your welcome desk people need to know a lot about the product,” she said. “Members will be asking them questions about everything the club has to offer them.”
You want to take the time necessary with front-desk personnel, since you may be hiring people with other part-time jobs or are attending school. It may take weeks to make sure they understand all of their responsibilities. You may want to shadow them at times, or have other staff monitor their performance.