Job Description

Studio Lead

Studio Leads at JETSET Pilates are dynamic team members that help clients and assist instructors. Studio Leads are responsible for providing exceptional service to clients while assisting staff, whether it be in-person, via email, or over the phone. Most importantly, Studio Leads will build rapport with all clients and staff to create and maintain a welcoming environment. Studio Leads will be required to answer phones, field questions, respond to emails, and process sales in keeping with JETSET Pilates Standards of Service.

They are expected to perform retail transactions accurately, maintain a clean and organized front desk and lobby area, assist Instructors in opening and closing duties, and stay up-to-date on all policies and pricing options in order to provide accurate information to existing clients and potential new clients. Studio Leads assume other duties as assigned and are expected to work morning, evening, and weekend shifts as necessary.

Duties and Responsibilities

• Assist in delivering the ultimate boutique fitness experience to every client, every time.
• Provide the highest level of customer service to all clients and visitors upon arrival.
• Greet and check-in clients professionally upon arrival and thank them as they leave.
• Recruit and retain clients, answer questions, solve problems, and refer comments and concerns appropriately.
• Sell memberships and class packages in-person, online, and over the phone.
• Facilitate new sales, in conjunction with the General Manager/Owner-Operator by utilizing the Client Relationship Manager (CRM) system (AXLE).
• Maintain a clean and tidy studio.
• Process retail sales and restock inventory as needed.
• Support local marketing events, and help identify new partnerships and events for JETSET to participate in.

Skills

• Strong interpersonal and communication skills.
• Knowledge of boutique fitness industry trends.
• Ability to work flexible hours, including mornings, evenings, and weekends.
• Proven experience in a leadership role within a fitness or wellness environment.
• Proficiency in CRM systems and basic computer skills. Mindbody experience preferred.
• Outgoing/extroverted personality with direct sales, networking and guerilla marketing experience.

Job Description

Community Lead

The Community Lead at JETSET Pilates is a vital role responsible for fostering a strong sense of community within the studio with an emphasis on enhancing the overall client experience and consistency in service delivery. Reporting directly to the Owner/General Manager, the Community Lead will oversee a team of Studio Leads while actively participating in the day-to-day operations of the studio.

This dynamic role requires a combination of leadership, client care, sales, networking and hands-on engagement in front of the house functions. The Community Lead plays a pivotal role in client retention, new client experience, and local marketing initiatives to promote JETSET Pilates in the community.

Key Responsibilities

Leadership and Team Oversight:

• Provide training, guidance, support, and feedback to Studio Leads to ensure a cohesive and high-performing team.
• Conduct regular meetings and training sessions to enhance the skills and knowledge of Studio Leads.
• Collaborate with the General Manager to establish and communicate performance expectations.
• Onboard and train new Studio Leads when necessary.

Studio Lead Functions:

• Perform studio lead duties, including but not limited to managing AXLE, answering phones, responding to emails, and processing sales.
• Assist Instructors in opening and closing duties to maintain operational efficiency.
• Stay informed about JETSET Pilates standards, policies, and pricing options to provide accurate information to clients.

Client Care and Retention:

• Oversee client care initiatives, ensuring a positive experience for every client.
• Address client questions, concerns, and feedback promptly and professionally
  Implement strategies to enhance client retention and satisfaction.
• Periodically review Net Promoter Scores and take action on detractor feedback.

New Client Experience:

• Facilitate new client processes, collaborating with Studio Leads to welcome and integrate newcomers into the JETSET community.
• Work closely with the team to convert Intro Offer and Class Pass clients into regular members.

Local Marketing Initiatives:

• Develop and support local marketing initiatives to attract new clients and elevate the studio's presence in the community.
• Collaborate with General Manager to implement strategies for increasing brand awareness.
• Promote JETSET in the community through 3-4 tabling or local events each month.

Sales and Memberships:

• Support Studio Leads in selling memberships and class packages in alignment with JETSET Pilates standards.
• Utilize the AXLE system to facilitate new sales and track client interactions.

Studio Environment:

• Ensure a clean, organized, and welcoming studio environment, working collaboratively with Studio Leads to maintain standards.

Qualifications:

• Bachelor’s degree.
• Minimum 3 years in customer service.
• Minimum 1 year in a supervisor or people management position.
• Strong interpersonal and communication skills.
• Knowledge of boutique fitness industry trends.
• Ability to work flexible hours, including mornings, evenings, and weekends.
• Proven experience in a leadership role within a fitness or wellness environment.
• Proficiency in CRM systems and basic computer skills, Mindbody experience preferred.
• Outgoing/extroverted personality with direct sales, networking and guerilla marketing experience.

Job Description

Lead Instructor

As the Lead Instructor, your main objective is to provide robust support to our team of instructors and guarantee the highest quality and consistent delivery of JETSET's core product—the workout. This role will be measured by optimizing instructor and client retention and class utilization.

Some international travel is required.

Key Responsibilities

Instructor Support & Feedback:

• Conduct regular formal evaluations, track keep/start metrics, and deliver constructive verbal feedback to ensure continuous instructor development.
• Maintain availability to promptly address any questions or provide support that instructors may require.
• Take at least 2 classes per week, varying instructors throughout the month, and provide written feedback (either in email or keep/stop/start format). Review feedback with instructor and GM.

Lead Additional Instructor Training:

• Lead an 8-day training program, conducted over two extended weekends, adhering to the comprehensive Lead Instructor toolkit when additional instructors are needed for the studio.
• Facilitate "final evaluations" at the conclusion of instructors' practice classes, establishing clear pass/fail criteria.
• Offer additional support and resources for instructors requiring assistance after their initial "final evaluation."

Lead Continuing Education Workshops:

• Deliver a 90-day advance teaching workshop to enhance instructional capabilities.
• Conduct quarterly workshops as defined by the Senior Director of Product & Talent.
• Provide support during monthly collective workshops as needed.

Exemplify the JETSET Instructor Standard

• Fulfill a weekly quota of teaching 15 classes, setting a high standard for instructional excellence.
• Collaborate with the General Manager to manage instructor scheduling effectively.
• Offer studio support for substitute instructors when necessary.

Fitness Expertise and Talent Development:

• Demonstrate a high level of fitness expertise, continually staying informed on industry trends and advancements.
• Regularly engage in boutique fitness classes within the local area to gather insights and remain attuned to emerging trends.
• Proactively identify and attract top talent to build a team of instructors aligned with organizational standards and goals.
• Assist GM with the recruitment of instructors.

Marketing:

• Supports social media content creation.
• Participates in local marketing initiatives. (e.g. hosts promotional mat Pilates classes if required)

Key Performance Indicators:

• Over 40% new client retention.
• Over 70% class utilization .
• Maintains 12-month average NPS score of 80+.
• Partner with General Manager & Community Manager to deliver excellent client service.

Required Qualifications/Experience:

• Must hold at least one of the following qualifications:
  • Certificate III or IV in Fitness
  • Pilates Instructor Certification
  • Lagree Instructor Certification
• Minimum of 5 years in the fitness industry, including experience instructing group exercise classes.
• Minimum of 2 years in leadership and management roles.
• Current First Aid certification and professional liability insurance.

Competencies:

• Embodies a friendly, outgoing, and passionate personality with a love for health, fitness, and the JETSET Pilates workout.
• Fosters a sense of community in the studio.
• Strong work ethic, honest, trustworthy.
• Confidently instruct a group exercise class to a very high standard.
• Excellent interpersonal and communication skills, both verbal and written.
• Strong computer skills.
• Ability to work independently with effective time management skills.
• Work under tight deadlines and still meet job requirements.
• Organized and detail-oriented with a high level of accuracy.
• Analytical and problem solving, decision making using sound judgment.
• Customer service focus and results orientation.
• Flexibility.
• Willingness to participate in social media content creation.
• Ability to travel internationally for training.

Benefits

• Career growth opportunities within our expanding organization.
• Access to ongoing training and professional development.
• Competitive compensation.

Job Description

Instructor

JETSET Pilates Instructors motivate clients through 50-minute, choreographed classes. They are responsible for guiding clients safely and effectively through our modern Pilates workout and showing them modifications and form corrections as needed. Instructors are expected to be able to provide support and encouragement to clients of varying skill levels. They embody the culture and brand to support a welcoming and engaging community.

JETSET Pilates instructors are dedicated individuals who are invested in their team and the workout; they occasionally assume other duties as assigned and are expected to work early morning, evening, and weekend shifts as necessary.

Key Responsibilities

Client Communication and Retention:

• Responsible for new client reformer overview.
• Ensures new clients are safe during class.
• Fosters a sense of community in the studio.
• Consistently provides modifications and amplifications during class to give an accessible and excellent class experience.
• Maintains class utilization at or above the studio's average.

Sales:

• Upsell clients on packages and memberships in the studio.
• Upsell clients on private packages (where available).
• Ensure all clients in class have a paid reservation and reconciled account balance.

Studio Operations:

• Makes sure reformers are reset after each class, weights/straps put away and reformers wiped down.
• Steps in to help sub classes for other instructors when necessary.

Key Performance Indicators

• Consistently delivers a high-quality workout and client experience.
• Teaches 9 – 15 classes per week.
• Teaches 90% of responsible monthly class load.
• Attends continuing education workshops as required.

Required Qualifications/Experience:

• Must hold at least one of the following qualifications:
  • Certificate III or IV in Fitness
  • Pilates Instructor Certification
  • Lagree Instructor Certification
• Minimum of 2 years in the fitness industry, including experience instructing group exercise classes.
• Current First Aid certification and professional liability insurance.

Competencies:

• Embodies a friendly, outgoing, and passionate personality with a love for health, fitness, and the JETSET Pilates workout.
• Fosters a sense of community in the studio.
• Builds relationships inside and outside the JETSET Pilates community.
• Reliable and professional team player with a positive attitude.
• Comfortable leading a fast-paced class with music and high energy.
• Strong work ethic, honest, trustworthy.
• Confidently instruct a group exercise class to a very high standard.
• Excellent interpersonal and communication skills, both verbal and written.
• Strong computer skills.
• Ability to work independently with effective time management skills.
• Work under tight deadlines and still meet job requirements.
• Organized and detail-oriented with a high level of accuracy.
• Analytical and problem solving, decision making using sound judgment.
• Customer service focus and results orientation.
• Flexibility.
• Willingness to participate in social media content creation and local marketing events (if required)
  .

Benefits

• Career growth opportunities within our expanding organization.
• Access to ongoing training and professional development.
• Competitive compensation.