What are the responsibilities and job description for the Membership Concierge Manager position at Life Time Inc.?
Position Summary
The Membership Concierge Leader delivers a best-in-class experience for all members and guests through leadership of the Membership Concierge Team. You will build and participate in a culture which delivers excellence in the guest experience, service execution and member retention as aligned with our premium brand. In this role, you will leverage your expertise to drive a team creating value-based relationships connecting members and guests to programs and services which help meet their healthy way of life goals. This position will serve as the right hand to the Club General Manager, connecting all in-center departments to ensure seamless operations, partnership and member engagement. The Membership Concierge Leader will embody a growth mindset, desire to develop professionally, and ambition to advance into a General Manager role. This role requires excellent leadership, excellent communication skills, and a deep commitment to enhancing the member experience while aiding in the success of the entire club.
Job Duties/Responsibilities
This position requires a high level of skill related to written and verbal communication, customer service, service recovery, business planning, management of processes, expense and revenue tracking, team building and sales.
Education:
The Membership Concierge Leader delivers a best-in-class experience for all members and guests through leadership of the Membership Concierge Team. You will build and participate in a culture which delivers excellence in the guest experience, service execution and member retention as aligned with our premium brand. In this role, you will leverage your expertise to drive a team creating value-based relationships connecting members and guests to programs and services which help meet their healthy way of life goals. This position will serve as the right hand to the Club General Manager, connecting all in-center departments to ensure seamless operations, partnership and member engagement. The Membership Concierge Leader will embody a growth mindset, desire to develop professionally, and ambition to advance into a General Manager role. This role requires excellent leadership, excellent communication skills, and a deep commitment to enhancing the member experience while aiding in the success of the entire club.
Job Duties/Responsibilities
- Regularly participates in Life Time’s classes, activities, events and programming
- Embodies the Life Time brand commitment to a healthy lifestyle professionally and personally
- Leads in zone by exemplifying service excellence and being a member connectivity specialist
- Encourages team members to exceed their own expectations and aim for higher performance
- Onboard and certify team members - Cast to perfection and certify to exhaustion
- Provides guidance, help, coaching, and feedback to enhance member engagement
- Meticulously manages schedules and zone rotations to ensure optimal performance and efficiency
- Functional pro in executing business protocols including new member acquisition, existing member retention and new member connectivity
This position requires a high level of skill related to written and verbal communication, customer service, service recovery, business planning, management of processes, expense and revenue tracking, team building and sales.
Education:
- High School Diploma or Equivalent
- 3 years of managerial experience
- 3 years of customer service experience
- 3 years of sales experience
- 3 years of achieving budget goals
- CPR/AED certification required within 30 days of hire
- Bachelor’s or Associate’s degree
- Hospitality management or similar degree/certification
- Fitness related experience including PT or Group Fitness certification
- Superior time management skills
- Ability to prioritize tasks
- Adapts to change and innovation
- Experience with Microsoft Dynamics CRM and Microsoft Office Suite