Personal Instructor - London

12 Oct 2016
20 Oct 2016
Sport & Leisure
Contract Type
Full Time
Personal Instructor - Atherton Leisure Centre

Contract Type: Freelance

Floor Rent: GBP550 per month

Overview / Purpose of Role

To provide a motivating environment within which the customer's individual health and fitness goals can be met, whilst demonstrating excellent customer care, communication skills and a sound knowledge base in order to maximise customer retention

Job Context

The post holder reports to the Fitness and Wellbeing Lead, and will work closely with the Duty Manager and other centre teams
The post holder will be required to work evenings, weekends and public holidays
The post holder will be required to wear a uniform

Key Tasks and Accountabilities:

Key tasks and accountabilities are intended to be a guide to the range and level of work expected of the post holder. This is not an exhaustive list of all tasks that may fall to the post holder and employees will be expected to carry out such other reasonable duties which may be required from time to time.

To undertake all responsibilities listed below:


Maintain a positive image of the centre to customers by providing a welcoming, helpful and professional service and ensuring exceptional standards of presentation throughout the centre at all times
Pro-actively anticipate customer feedback whenever possible in addition to handling customer complaints, concerns and comments ensuring customer satisfaction through ownership and resolution of issues
To establish and maintain good relationships with customers, ensuring that an appropriate ambience is maintained in the facility with particular focus on the Fitness area(s) making customers feel welcomed and valued, with due regard for the Equal Opportunities and Diversity Policies
To actively encourage bookings of all of the Centre's facilities and activities in person and on the telephone; communicating new ventures and suggesting appropriate activities to potential customers
Contribute to centre and business objectives through sales and revenue growth, driving retention and reducing attrition via customer engagement, visual standards and customer participation
Assist customers with regard to lost property, first aid, use of equipment and provide general information regarding the centre


To ensure the safety of customers whilst they use centre at all times following all relevant guidelines, regulations and procedures
To maintain exceptional standards of cleanliness inside and outside the building at all times with particular focus on the fitness environment
Assist management to continuously improve energy utilisation
Meet all Health and Safety requirements, including but not limited to fire evacuation, COSHH etc

Health and Fitness

To supervise all customer activities within the fitness environment ensuring that all equipment is used in a manner consistent with safe working practices
To prepare areas and equipment for sessions as and when required
To undertake individual fitness inductions, assessments, programmes and testing for customers
To teach gym floor based classes
To maintain customer records of programme of activities and fitness programmes
To encourage all customers to utilise the full range of fitness facilities
To carry out routine monitoring and basic repair maintenance of equipment and fittings as required, logging all major faults and repairs in the correct way
To undertake cleaning of the premises and equipment ensuring the highest possible standards are maintained.Ensure that the cleaning rota is adhered to.
Work with the reception team to ensure that the reception team book gym and studio products, courses and classes correctly

Personal Development

To ensure that all necessary qualifications for the post are maintained and renewed - Fitness NVQ level 2 and REPS
Keep a breasted of trends and developments within the Health and Fitness industry and discuss own training and development needs with line manager

Protecting Staff and Services

Adherence to health and safety requirements and proper risk management is required from all employees in so far as is relevant to their role. All employees are expected to understand and promote good Health and Safety practices and manage risks appropriately.

Personal Specification

The criteria listed in this Person Specification are all essential to the job.

Appropriate professional qualifications that are kept up to date
Good understanding of customer needs and demonstrable customer service skilss
Knowledge of electronic booking systems
Knowledge of Health and Safety legislation and other legislation in relation to leisure centre operations
The ability to effectively promote, market and sell the service and Centre
The ability to handle customer queries and concerns with tact and sensitivity to ensure appropriate resolution in timely manner
The ability to deliver a high quality service with minimal supervision
The ability to work as part of a team
Good written and verbal communication skills and IT literate.
Good literacy and numeracy skills
The ability to supervise new and casual staff members


Previous experience in busy leisure / health and fitness centres, or working in a customer focused / sales environment
Evidence of achieving results and making a difference to customers
A dynamic individual with a 'can do', results driven approach and attitude
An appreciation of, and commitment to, the distinctive culture and philosophy of the organisation
Demonstrates trust, openness and respect in dealings with people
Flexible approach to tasks and workload


Willingness and ability to work evenings and weekends to maintain and ensure consistent service delivery.