Concierge Lead

Concierge Lead
Leadership | $18-25/hr | Flexible availability

ABOUT THE ROLE
The Concierge Lead is a leadership-level position at the heart of Forum membership and guest experience. You will serve as the face of the club while taking direct ownership of two things that matter most: an exceptional client experience and superior lead-to-member sales conversion.
Beyond your own performance, you will be responsible for equipping and developing the part-time Concierge team -- ensuring they have the training, tools, and ongoing support to deliver the same high standard of service on every shift. This role is ideal for someone who leads by example, thrives in a people-first environment, and brings a proven track record in sales.

ABOUT FORUM
Forum is a social athletic club located in Delano, MN, where work, meet, and play come together under one roof. We offer memberships as well as drop-in options, making Forum accessible to everyone — whether you're a regular or stopping by for the first time. Members and guests enjoy 4 indoor pickleball courts with live scoring and instant replay, two Trackman golf simulators, a boutique fitness center with group classes and outdoor turf, an authentic Finnish sauna, locker rooms, and private office and co-working spaces. At Forum, we're not just a gym or a court — we're a community built around connection, competition, and an elevated everyday lifestyle.

WHAT YOU'LL DO
Team Leadership & Training

• Lead, mentor, and develop the part-time Concierge team, ensuring every member is equipped to deliver exceptional guest experiences and confident in the full sales process
• Facilitate onboarding and ongoing training sessions covering the full concierge skill set: greeting and lead capture, tour and discovery, membership recommendation, objection handling, cancellation retention, and member welcome calls
• Maintain training materials and reference resources including session agendas, call scripts, and policy guides, keeping them current as processes evolve
• Monitor team performance and conversion metrics; provide coaching, feedback, and role-play practice to continuously raise the bar
• Serve as the point of escalation for complex member concerns or high-stakes sales situations on the floor

Membership Sales & Lead Conversion

• Own the full guest-to-member sales journey: greet walk-ins with a discovery-first approach, capture leads in PodPlay, conduct discovery-driven tours, and close with confidence
• Apply the discovery process to uncover each guest's goals and connect them to the right Forum membership tier, presenting the initiation offer clearly and compellingly
• Navigate objections using proven frameworks, offering trial experiences and alternative options to keep prospective members moving forward
• Track and follow up on all leads through our CRM, ensuring no prospective member falls through the cracks
• Actively promote Forum events, programs, and amenities to drive member engagement and retention

Member Experience

• Greet members and guests warmly, learning names and building genuine relationships that make Forum feel like home
• Handle member requests, reservations, and concerns promptly, following up to ensure satisfaction
• Assist members with bookings for pickleball courts, golf simulators, fitness studio, and other club amenities
• Conduct new member welcome calls and re-engagement outreach, logging all interactions in member profiles
• Lead by example in upholding Forum's hospitality standards throughout every shift

Facility & Operations

• Monitor and maintain cleanliness and functionality across all club spaces, including locker rooms and saunas
• Keep snack and grab-and-go offerings stocked and fresh
• Support club leadership with daily operations and contribute to a culture of continuous improvement

WHAT WE'RE LOOKING FOR

• A natural leader who raises the people around them and sets the standard without being asked
• Outgoing and warm -- confident with people, quick to build rapport, and genuinely excited to create memorable experiences
• Sales-driven -- someone who understands the sales process deeply and can both execute it and teach it to others
• Organized and detail-oriented -- tracks follow-ups, notices what is missing, and holds a high bar for accuracy and professionalism
• Resilient and adaptable -- comfortable navigating objections, coaching through setbacks, and keeping the team motivated

REQUIREMENTS

• Minimum 1-2 years of sales experience required; membership sales experience strongly preferred
• Prior experience in a team lead, supervisor, or training role preferred
• High school diploma or equivalent required
• 18 years of age or older
• Flexible availability including mornings, evenings, weekends, and holidays
• Familiar with using a CRM to log and manage lead/client relationships
• Excellent communication and collaboration skills
• Ability to stand, walk, and lift up to 50 lbs

Forum is an Equal Opportunity Employer and welcomes all applicants. Our Purpose is to foster a happier, healthier, and more connected community through shared work, meet, and play.

Pay: $18.00 - $25.00 per hour

Benefits:

• Paid time off

Experience:

• Sales: 1 year (Required)

Ability to Commute:

• Delano, MN 55328 (Required)

Ability to Relocate:

• Delano, MN 55328: Relocate before starting work (Preferred)

Work Location: In person

Salary : $18 - $25