Member Concierge Lead

Job Summary

• Greet and welcome members.
• Provide an exceptional experience for every person that enters by anticipating needs and creating a positive rapport


• Knowledgeable about the products and offerings and able to take care of member needs such as booking appointments, personal training, specialty classes or make suggestions based on the members needs


• Support and train member concierge crew and provide on boarding for new member concierge


• Experienced with concierge program and able to suggest and arrange numerous services for members. Collaborates with the team to provide exceptional experiences through new innovative approaches


• Responsible for answering phones, directing calls and managing day to day email and text inquiries


• Must know how to post hotel guest charges through hotel POS system and reconcile at the end of day.


• Will be familiar with Food and Beverage items and make arrangements for members to order food.


• Responsible for handling a cash float and reconciling at the end of day


• Frequent cleanliness checks to ensure cleanliness in member areas. Checking towels, supplies etc. and replenishing when needed


• Maintain retail inventory and responsible for the organization and presentation daily. Knowledgeable about products and actively selling to members and hotel guests


• Maintain a professional relationship with other partners in the building so that our member’s needs are addressed. Having a good relationship with the hotel and O&B will allow our concierge team to provide a seamless experience for our members through all services available in the building


• Able to quickly rectify member challenges and deal with difficult members in a confident and professional way


• Challenge and support members to work towards their health and fitness goals in a place that is respectful, engaging and fresh


• Attend mandatory and optional team meetings, training and workshops


• Represent us in community and corporate programs


• Must be familiar with all emergency procedures and crisis management


• Other duties as assigned

• High School Diploma required


• 1- 3 years of previous customer service, experience in the fitness industry is desirable


• Proven experience in a guest relations role would be considered an asset


• Excellent communication and writing skills


• Well organized and able to multi-task


• Must be self-motivated with the ability to work independently


• Punctual and prepared to work in a fast-paced environment


• Strong desire to provide exceptional service to members


• Friendly and approachable attitude


• Relationship building skills


• Computer skills; Word, Excel, Power point, Outlook,


• Experience using the Mindbody Operating System would be considered an asset


• Able to work evenings and weekends