Member Services Lead

Description

The Member Services Lead supports the day-to-day front desk operations by serving as a shift leader and primary point of contact during assigned hours. This role is highly hands-on, responsible for executing the team schedule, supporting team members on shift, and ensuring a consistently high level of member experience. The Lead partners with management but does not have direct responsibility for hiring, performance management, or departmental budgeting.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

· Serve as the shift leader on the front desk, ensuring smooth daily operations

· Create and manage team schedules; ensure proper shift coverage and make real-time adjustments as needed

· Provide on-the-floor guidance, support, and coaching to team members during shifts

· Act as the first point of escalation for member questions, concerns, and service recovery

· Model exceptional customer service and set the tone for the team

· Assist with onboarding and training of new team members (in partnership with management)

· Monitor front desk operations and identify opportunities for improved efficiency and service

· Communicate club updates, events, and expectations to team members

· Maintain cleanliness and organization of the front desk and surrounding areas

· Support club events and initiatives through front desk execution and member engagement

· Maintain regularly scheduled hours on the desk, actively working scheduled shifts

· Provide last minute shift coverage as required, up to a maximum of 40 hours per week

Requirements

  Required Competencies, Education, and Experience

• High School diploma required; college coursework preferred
• Prior customer service experience required
• Previous experience in a lead or senior team member role preferred
• Strong interpersonal and problem-solving skills
• Ability to remain calm and solution-oriented in a fast-paced environment
• Strong organizational skills, particularly around scheduling and shift coordination
• Proficient computer skills

Physical Demands

• Must be able to stand, walk, sit, lift, stretch, reach, and bend throughout a shift
• Ability to work varied shifts including days, evenings, weekends, and holidays

Company Expectations

• Read, sign, and abide by the policies included in the Team Member Handbook
• Park in team member-designated areas 
• Club cleanliness is an all-team responsibility; assist whenever necessary in any area of the club to keep the club neat and clean
• Assist with Service Days
• Assist with acac programs, special events, or activities outside your department 
• Promptly return messages
• Exhibit a positive attitude at all times
• Deliver five-star service to members and guests with friendliness, direct eye contact, and a pleasant demeanor at all times

Affirmative Action/EEO statement

acac is an equal opportunity employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, age, national origin, ancestry, citizenship, disability, or veteran status. 

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member for this job. Duties, responsibilities and activities may change at any time with or without notice.