A Report on Improving Gym Receptionist Job Performance

This report examines the critical role of a gym receptionist in an organization, particularly within the service industry like a gym, highlighting their direct impact on customer satisfaction and brand image. It emphasizes the importance of HR strategies to improve job performance, focusing on motivational theories such as Abraham Maslow's Hierarchy of Needs and Herzberg's Two-Factor Theory. The report suggests incorporating positive work environments, monetary and non-monetary benefits, and effective training programs to enhance employee motivation and reduce turnover. It also stresses the need for receptionists to possess strong interpersonal skills and a pleasant demeanor, recommending proper grooming and training in service and equipment knowledge. The implementation of a strong feedback system and continuous improvement are recommended to facilitate operational efficiency and improve customer experience, ultimately contributing to the gym's popularity and success.

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PEOPLE AND ORGANISATION
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The role of receptionist in any organization stands quite vital from the stand point that
these people intend to be the face of the transition and the ones who directly deal with the clients.
These people are responsible to ensure that the customer or clients get the utmost service or
satisfaction from their business and altogether help the brand build its image (Neuwelt, Kearns
and Cairns, 2016.). Moreover if the service industry is taken into concern, for instance the job
role of a Gym receptionist, the responsibility is immensely huge as their job performance will
directly impact on how many people enroll to their service or rather stay loyal to the brand.
A gym receptionist is expected to be warm and welcoming to the clients who feel
comfortable when they enter the gym. The individual is entrusted with the job responsibility of
maintaining all records of people who are enrolled in their service or people who are about to
enroll along with receiving and answering phone calls, assisting duty manager is maintaining the
gym operations and altogether looking after the customer complaints and taking immediate
measures of resolving them in a smooth manner (Miller, 2014.). Therefore in order to improve
the job performance of a gym receptionist, the HR department needs reconcile personal needs
with the professional needs. Human resource management emerged as a theory in the early
1980’s (Greenwood, 2013) and since then emphasis on proper communication has been the
central of discussion.
Considering Abraham Maslow’s Motivational theory (Kaur, 2013), the organization as a
whole which is the gym in this case must ensure a positive work environment for the
receptionist. The gym trainers, the operational managers all together must make the receptionist
feel that he or she is an important asset to the organization and must ensure proper rewards and
acknowledgments. Monetary benefits along with proper training and non-monetary benefits like

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a free membership for the receptionist or one of his or her family member or certain bonus and
discounts can go a long way in motivating the employee. The next major attribute for ensuring
work motivation is incorporating the Two-Factor Theory of Herzberg’s (Alshmemri, Shahwan-
Akl and Maude, 2017) which states that the two major factors that intends to motivate employees
is hygiene and satisfiers. The absence of these is detrimental to the performance of the
employees. The hygiene includes factors like job security, salary, and employee friendly
organizational policies while satisfiers are growth opportunities the organization can promise to
the workers.
Considering the above mentioned theories the necessary changes that can be incorporate
in the organization would include a sound training system of the receptionist accompanied by a
strong feedback system. This will help in proper implementation of cost incurred to maintain
employees and will definitely ensure a profitable return of investment reducing employee
turnover.
These changes are bound to bring in positive changes in the gym where the clients would
receive a better treatment, along with increasing the popularity of the gym and helping in
building a hassle free operational strategy for the gym
Therefore a gym receptionist must be provided with an accurate knowledge
regarding the services the equipments that the gym has along with a proper training for
developing his or her interpersonal skills for dealing with the customers over the phone as well
as in times of any crisis or argument. The gym receptionist must needs to have a pleasant
personality along with a good physic as the very service he or she is associated demands the

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same. Therefore proper grooming of these staffs can definitely help the organization keep them
motivate and encourage them to achieve better in their work performance.

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References:
Alshmemri, M., Shahwan-Akl, L. and Maude, P., 2017. Herzberg’s two-factor theory. Life
Science Journal, 14(5), pp.12-16.
Greenwood, M., 2013. Ethical analyses of HRM: A review and research agenda. Journal of
Business Ethics, 114(2), pp.355-366.
Kaur, A., 2013. Maslow’s need hierarchy theory: Applications and criticisms. Global Journal of
Management and Business Studies, 3(10), pp.1061-1064.
Miller, L., 2014. Job descriptions made easy. The Journal of medical practice management:
MPM, 29(6), p.394.
Neuwelt, P.M., Kearns, R.A. and Cairns, I.R., 2016. The care work of general practice
receptionists. Journal of primary health care, 8(2), pp.122-129.