Lead Performance Concierge

Role Overview

The Performance Concierge team is the hub of our community and the first step in every member's and client's daily success. As Lead Performance Concierge, you set the standard for that experience. You'll lead, train and schedule the concierge team, own the front-of-house sales pipeline, and make sure our systems, space and standards run flawlessly.

The ideal candidate is a hospitality-first leader who thrives in a fast-paced environment, coaches others with clarity and warmth, and treats every detail of the member experience as their own.

Key Responsibilities

1. Team Leadership & Training

• Supervise the Performance Concierge team and serve as the point person on shift.
• Onboard and train new concierges using the Performance Concierge Onboarding Manual; certify each new hire on check-in, waivers, tours, CRM and opening/closing procedures.
• Build and publish the weekly front desk schedule; manage shift swaps, time-off requests and call-out coverage.
• Run brief pre-shift huddles to share priorities, member notes and daily schedule changes.
• Give real-time feedback and partner with the Operations Lead on performance check-ins.

2. Member Experience & Hospitality

• Model a professional, welcoming greeting for every member and guest.
• Own escalations — resolve account, billing, scheduling and facility concerns, and loop in management when needed.
• Lead tours for high-value prospects, partners and visiting athletes.
• Collect and share member feedback with leadership to improve the experience.

3. Sales & Lead Management

• Own the lead pipeline in our CRM: every inquiry logged, assigned and followed up within 24 hours.
• Conduct membership consultations and close sales using emotional-connection strategies to understand each prospect's "why."
• Coach the team on lead intake, tours, and follow-up scripts.
• Track and report weekly front-of-house metrics (inquiries, tours, conversions, follow-up completion) to the Operations Lead.
• Medical office or gym experience is preferred; prior supervisory or leadership experience is highly desirable.

4. Operational Excellence

• Own opening and closing checklists and verify they are completed every shift.
• Audit waiver and check-in documentation to ensure every guest is cleared before entering the floor.
• Manage retail displays and inventory, including counts and reorder requests.
• Coordinate scheduling flow across physio, S&C and recovery services to minimize gaps and double-bookings.
• Support management with clerical deadlines, facility audits and keeping front desk SOPs current.

5. Safety & Standards

• Monitor facility access to maintain a safe environment for all members.
• Conduct and assign pre- and post-shift walk-throughs so equipment and spaces meet our quality standards.
• Document incidents and report maintenance or vendor issues promptly.
• Ensure the team knows emergency procedures.

Qualifications

• Experience: 1+ years in front desk, hospitality, fitness, clinical, or customer-facing roles, preferably 6 months leading, training, or supervising others.
• Communication: Exceptional verbal and written communication with a focus on professional branding.
• Tech aptitude: Strong computer literacy; experience with gym management software and CRM systems preferred.
• Sales: Comfort leading consultations and tracking toward goals.

Pay: From $20.00 per hour

Expected hours: 15.0 – 30.0 per week

Work Location: In person