Fitness Concierge

Location: 92NY May Center - New York, NY

Pay Transparency: $18.00 - $22.00 per hour (DOE); Minimum rates may vary based on local wage laws. Pay depends on factors including site location, specialty, certifications, work experience, and other business needs. 

Role and Responsibilities

The Fitness Concierge is a key support role within the Personal Training team, responsible for ensuring smooth operations on the fitness floor and delivering exceptional service to members and guests. This individual will actively assist with greeting new clients, equipment usage, and maintaining an organized and welcoming gym layout. Additional responsibilities include scheduling member orientations, responding to facility-related inquiries, and promoting personal training services by selling packages. The Fitness Concierge is expected to create a positive and supportive environment, fostering an excellent fitness experience for all members.

Job Responsibilities

Essential Functions

Fitness Floor Management:

• Manage the fitness floor, ensuring it is clean, safe, and orderly by performing tasks like picking up loose items (towels, water bottles, etc.), cleaning equipment, racking weights, and maintaining organized small equipment storage
• Assist and educate members on the safe and correct use of cardio and weight training equipment
• Ensure any safety issues on machines (towels, bags, loose parts, etc.) are cleared promptly
• Teach and assist members with machine adjustments and registration, including use of matrix and Technogym machines
• Ensure fitness rooms are stocked and clean (wipes, tissues, towels, etc.)
• Perform routine cleaning and maintenance of gym equipment and supports opening/closing duties

Customer Service and Member Relations:

• Greet members and guests with a warm welcome and answers facility-related questions
• Respond to member feedback and issues in a timely and effective manner, escalating when necessary
• Provide tours of the fitness facilities to new or prospective members
• Assist members with using the club app to sign up for group exercise classes and navigate other services

Sales and Personal Training:

• Promote and sell personal training packages, making recommendations based on member goals, health history, and preferences
• Generate leads for personal training, schedules lead generation activities, and supports trainer development
• Process payment transactions for personal training sessions and updates the list of active clients monthly
• Audit the personal trainer calendars for discrepancies on a monthly basis

Fitness Program Development & Support:

• Assist in the implementation of new fitness programs/classes
• Support and encourage members to meet their fitness goals, creating an environment conducive to achieving personal fitness milestones
• Assist with onboarding new trainers, including walkthroughs of gym setup, booking workouts, and equipment orientation

Administrative and Operational Support:

• Answer the phone in a friendly, helpful manner, directing calls to the appropriate department as needed
• Maintain and update administrative documents, such as sops for concierge responsibilities, personal training purchases, and service requests
• Utilize scheduling tools to manage trainer availability, book sessions, and ensure the team meets member needs.
• Handle injury, illness, and security incident reporting
• Alert the operations staff to repairs and maintenance needs in the club
• Submit work order requests for service technicians

Member Retention and Outreach:

• Assist the fitness director with new member outreach and follow-up with infrequent users
• Develop relationships with members and encourages referrals
• Serve as a point of contact for new member acquisition and retention interactions

Collaboration:

• Collaborate with all May Center departments to maintain facility operations and interdepartmental efficiency

Other Functions

• Attend Active Wellness site meetings and trainings
• Perform various administrative and housekeeping duties as needed
• Cover the welcome desk as required
• Perform any other duties assigned by the supervisor

Qualifications and Education Requirements

• Provide exceptional customer service to potential and existing members
• Be a club ambassador, knowledgeable about all club services and programs
• Maintain positive and on-going relationships that support the member experience
• Be a team player and show a willingness to learn new things.
• Must be detail oriented, organized and highly responsive with a commitment to customer service
• Strong verbal communication skills
• Basic computer skills, customer service skills, results oriented, ability to multitask, and commitment to the fitness and wellness industry
• AED/CPR/First Aid Certified
• Proof of citizenship or legal status
• Willing to obtain National Personal Training Certification(s) preferred (see approved Certification, Licenses and Permits list) as well as modality specific certifications as required by role (if applicable)

Physical and Working Conditions

• Ability to take the responsibility for the health and safety of others
• Ability to stand for several hours in a same shift; ability to lift 25 lbs
• Fitness club environment
• Must follow OSHA and Active Wellness safety standards

Benefits

• Health, Dental and Vision Insurance (Full Time)
• Health Flexible Spending Account (Full Time)
• Paid Time Off (Full Time)
• Parking & Transit Flexible Spending Accounts
• 401(k) (Eligible after 1 year of service 1000 work hours)
• Legal Support Plan
• Employee Assistance Program & Mental Health Support Service
• Complimentary Club Membership and Discounts on Active Products (where applicable)

This job description is intended to describe the general requirements for the position. It is not a complete statement of duties, responsibilities, or requirements. Other duties not listed here may be assigned as necessary to ensure the proper operations of the department.

Active Wellness LLC is an equal opportunity employer.

Salary : $18 - $22