Member Experience Representative

Job Summary:

As a Member Experience Team Member, you are the face and energy of the gym. You play a critical role in creating a welcoming, positive, and supportive environment for all members and guests. From the moment someone walks through the door to the time they leave, your focus is on delivering exceptional service, fostering member satisfaction, and supporting retention.

Key Responsibilities:

• Front Desk Operations
• Greet all members and guests with enthusiasm and professionalism.
• Handle check-ins, membership sign-ups, and facility tours.
• Answer phone calls, emails, and in-person inquiries in a timely and friendly manner.
• Manage booking systems for classes, personal training sessions, and other services.
• Member Support & Engagement
• Build rapport with members and understand their fitness goals and preferences.
• Provide guidance on gym facilities, equipment, and programs.
• Address member concerns, complaints, or suggestions with care and escalate when necessary.
• Encourage member participation in classes, events, and promotions.
• Facility Upkeep
• Monitor cleanliness and organization of front desk, lobby, and communal areas.
• Report maintenance issues and ensure the environment is safe and welcoming.
• Assist with enforcing gym policies and etiquette in a respectful manner.
• Sales & Promotions
• Support membership sales through informative conversations and follow-ups.
• Promote gym services, programs, and retail products.
• Track and report member feedback and engagement metrics when needed.
• Team Collaboration
• Work closely with personal trainers, instructors, and other staff to deliver a seamless member experience.
• Attend regular team meetings and contribute ideas for improving service and member retention.

Qualifications:

• Previous customer service, hospitality, or fitness industry experience preferred.
• Passion for fitness, wellness, and helping others.
• Excellent communication and interpersonal skills.
• Proficient with computers and gym management systems (training provided).
• Ability to multitask and stay calm in a fast-paced environment.
• Must be reliable, punctual, and team-oriented.
• CPR/AED certification is a plus (or willing to obtain).

Work Schedule:

• Must be able to open 5:00-11:30am, as well as flexible weekends and additional shifts as needed

What We Offer:

• Complimentary gym membership.
• Opportunities for growth within the organization.
• Discounts on retail and services.
• A supportive, energetic, and fun work environment.

Pay: From $18.00 per hour

Benefits:

• Employee discount
• Flexible schedule
• Gym membership
• Paid training

Work Location: In person