Day Spa Member Concierge

Massage Heights Franchising•Chattanooga, TN

55d•$16•Onsite

About The Position

The Member Concierge is the heart of the member experience, providing personalized, high-touch service to ensure every member & guest feels valued, relaxed, and cared for. This role blends hospitality, wellness knowledge, and administrative coordination to deliver a seamless, memorable spa experience for members and guests alike. The Member Concierge serves as the primary point of contact for members, providing exceptional service, personalized support, and solutions that enhance the member experience. This role focuses on building strong relationships, anticipating member needs, and ensuring satisfaction through proactive communication and efficient problem-solving. This role requires a heavy focus on member retention, member & client satisfaction, and the ability to help members find value in their membership and services by overcoming objections. This is an amazing time to join the Massage Heights management team AS WE EVOLVE TO BECOME HEIGHTS WELLNESS RETREAT, to help us inspire, educate, and promote a balanced wellness lifestyle for every member and guest.

Requirements

2+ years of experience in customer service, hospitality, or membership-based organizations
Knowledge of spa services, treatments, and wellness terminology
Passionate about interacting with people and consistently delivering outstanding service
Strong interpersonal and communication skills, both verbal and written
Exceptional attention to detail and multitasking ability
Proficiency in CRM systems or member management software
Professional, polished demeanor and service-oriented mindset
Ability to remain calm and solutions-focused under pressure
Experience with DM conversations
Fast learner with a positive and energetic demeanor
Strong critical thinking skills, especially in resolving customer conflicts
Thrives in collaborative team settings

Responsibilities

Greet and assist members in person, by phone, or digitally with a professional and welcoming attitude
Serve as the primary point of contact for all member inquiries, issues, and membership management
Achieve monthly member retention goals by maintaining cancellations, suspended, & frozen membership accounts
Provide exceptional service by listening, communicating, and responding to guests' needs
Promote the therapeutic/wellness benefits of massage therapy and skin therapy
Excellent phone etiquette with an upbeat tone and strong articulation
Develop and maintain positive relationships with members and guests
Maintain accurate and confidential member records and preferences.
Coordinate with therapists, estheticians, and wellness staff to ensure smooth daily operations
Identify opportunities to enhance member satisfaction and retention
Onboarding of new members and ensuring they feel informed and valued
Welcome and engage members and guests with warmth, professionalism, and genuine care
Resolve member concerns promptly and gracefully, turning challenges into opportunities for delight
Schedule spa treatments, wellness services, and special appointments with accuracy and efficiency