I


’ve just had the opportunity to hire a new front desk attendant for our club. I always put a lot of effort into finding the right people for this po-


sition because they set the tone for the whole club. For me to consider a candi- date, they've got to have sparkle! I encourage my team to strive for an


equal balance of friendly and profes- sional, and I look for that during my initial conversa- tion and interview with can- didates. I ask them the standard questions


Kevin Attewell


about availability and experience and how they would handle certain situa- tions. But the whole time I’m gauging how they communicate. I look for peo- ple whose communication style is easy and sensible without being forced or over-familiar—people who laugh easily and whose smiles are genuine. I recognize that people can be ner-


vous. To get a better sense of who they are, I try to put them at ease. I start out by showing them around the club and talking about our services. I ask about their customer service experience and about a challenging situation and how they resolved it. I enjoy asking this question because people often become quite excited and animated telling me their stories. I also get to hear some great stories! When looking at credentials, I look


for a strong customer service back- ground. This is more important than their fitness background. Fitness expe- rience is helpful, of course, but know- ing how to perform at the front desk is essential. If a candidate I've just met is keen,


pragmatic and seems capable of do- ing the job, then the decision all comes down to sparkle!


Kevin Attewell director Victoria Athletic Club Victoria, B.C. www.hotelgrandpacific.com


Fyonna Vanderwerf


I I


t is time consuming and a serious investment of energy to bring on new staff members. Some of the key questions we ask during the


process: 1. Are they polite and kind to other


staff members when submitting their resume? (This alone speaks volumes.) 2. During the interview, are


all interviewers spoken to and acknowledged? 3. Is there clear and strong eye


contact? 4. Are they genuinely excited about


the possibility of working with us? 5. When talking about previous em-


ployers and work experience, are they respectful? (Even if it was a negative experience, an outstanding prospect will find a way to describe it as a learn- ing opportunity.) 6. Are they quite clear as to how


they can help enhance the quality of life of our community? Is their body language confident and strong? 7. Do they pause before they answer


to think things through and ask for clarification if needed?


The 4 C’s: 8. Do they show competence in the


job they are applying for or an eager- ness to learn? 9. Are they capable of the job


responsibilities? 10. Is there a sense there will be


compatibility with our pass holders and other team members? 11. Most importantly, are they


committed to long- or short-term employment?


Fyonna Vanderwerf fitness programmer Town of Bracebridge Bracebridge Ont. www.bracebridge.ca


Paula Comfort


quickly recognize outstanding job applicants by evaluating them using the following questions:


1. Facebook and LinkedIn profiles:


Are they up-to-date and professional? 2. Resume and (ideally) cover letter:


Are they professionally presented, cus- tomized for the job and well-written? 3. Screening


phone call: Does the person present him/herself profes- sionally in all ways? 4.


Communication prior to face-to- face interview: Does the person re- spond in a timely


and eager manner, and are email mes- sages well-written? 5. Face-to-face interview: Does the


candidate arrive early and at the right lo- cation, and is he/she dressed profession- ally and well-groomed? 6. Interview preparation: Does the


candidate bring a copy of his/her resume and a notebook and pen? Has the person researched the company, and does he/ she ask specific questions about the job and perhaps about the person conduct- ing the interview? 7. Resume: Does the candidate know


his/her resume inside and out, and is he/ she able to provide specific examples of experience? 8. Participation: Does the candi-


date ask a few questions regarding the company? 9. Post-interview: Does the candidate


send a thank-you note that demonstrates enthusiasm for the job and company?


Paula Comfort partner 360impact Group Toronto www.360impactgroup.com


NEXT ISSUE’S QUESTION:


“What strategies do you employ to keep your longstanding programming fresh and appealing to your members?”


To respond to this question or to sug- gest a question for a future Q&A, contact Stephen Longwell at stephen@fitnet.ca.


September/October 2016 Fitness Business Canada 17


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