Employment Type:
Full timeShift:
Day Shift
Description:
The Membership Experience Manager will manage front desk operations and the overall membership experience. Organize, execute, and manage administrative tasks with attention to detail, and ensure deliverables are on time with accurate results in a high volume environment.
I. Position Summary:
The Membership Experience Manager will manage front desk operations and the overall membership experience. Organize, execute, and manage administrative tasks with attention to detail, and ensure deliverables are on time with accurate results in a high volume environment.
II. Position Responsibilities:
Greet and assist all members, potential members and staff in a courteous, professional and friendly manner. Be enthusiastic towards members by learning their names and expressing an interest in their activities at the fitness center. Strive to enrich member experience by introducing them to new programs, staff and members. Ensure member satisfaction and retention through exceptional membership service and practices that promote member engagement and well-being. Troubleshoot member concerns and questions.
Create an exceptional new membership facility tour experience. Develop and implement a plan to follow up on prospective member tours and inquiries. Conduct membership satisfaction phone calls, emails, or surveys at 30, 60 & 90 days. Create and consistely adhere to follow-up policies and procedures. Set and report monthly goals for tour to new membership conversation rates.
Gain strong subject matter expertise utilizing the CSI-Spectrum/Daxko membership database system. Will take the lead in managing/updating the membership data base system and managing online membership registration. Accurately and consistently capture, review, and maintain the membership data in the membership database system.
Responsible for meeting monthly membership sales goals. Will preparing weekly and monthly membership reports to the Operations Director.
Assist with the development of annual Membership Department operating budget.
Demonstrates and trains others to provide consistent excellence in sales presentations, closing techniques, telephone and in-person service, member engagement.
Ensure membership services is fully staffed at all times. Will create monthly staff schedules. Reviews and evaluates employee performance.
Maintain extensive working knowledge about membership registration and pricing, fitness center progams, full service amenities, and operating policies, procedures and center hours.
Supervisory Responsibility:3-4 employees supervised.
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