Experience Lead, Chestnut Hill

Equinox • Newton, MA

6d

About The Position

The Experience Lead is a highly visible, service-focused operator responsible for maintaining an immaculate, safe, and polished fitness floor while elevating the member experience. The role combines operational precision with anticipatory hospitality, protects the club environment, and supports ancillary revenue through educated, service-based engagement. The Experience Lead maintains equipment and floor standards, monitors member needs and conduct, assists with front desk and group fitness transitions, responds to emergencies, and promotes relevant club services. The position requires the ability to meet the physical demands described in the posting and flexible availability, including mornings, evenings, weekends, and holidays.

Requirements

• Genuine passion for health, fitness, and hospitality.
• Strong interpersonal and communication skills.
• Ability to multitask in a fast-paced, high-touch environment.
• Ability to engage members and influence behavior professionally.
• CPR/AED certification or willingness to obtain it upon hire.
• Flexible availability, including early mornings, evenings, weekends, and holidays.
• At least 1 year of customer service or related experience.
• Reliable, professional, computer literate, energetic, and friendly.
• Ability to perform the essential physical aspects of the position, including prolonged standing, sitting, constant walking, squatting, stooping, reaching, and bending above and below shoulder height.
• Ability to push, pull, and lift up to 50 pounds at a time.

Responsibilities

• Maintain fitness floor standards through continuous re-racking, organization, cleaning protocols, and equipment presentation.
• Conduct daily equipment checks, complete opening and closing checklists, and promptly escalate maintenance needs.
• Maintain an active floor presence, monitor usage, and anticipate member needs.
• Support the front desk and facilitate group fitness class transitions as needed.
• Maintain current CPR/AED certification and serve as the on-floor first responder for medical incidents and emergencies.
• Ensure adherence to LPMS and company safety standards, addressing member conduct proactively and professionally.
• Deliver a warm, personalized experience for every member, with special attention to first-time members.
• Engage members proactively, build relationships that support retention, and address poor member behavior.
• Promote and assist in booking Equifit sessions, Spa services, and Pilates through educated, service-based selling.
• Maintain knowledge of current offerings, pricing, and promotions.

Benefits

• Competitive salary, benefits, and industry-leading commission opportunities for club employees.
• Complimentary club membership.
• 30–50% discounts on Equinox products and services, including Personal Training, Private Pilates, Spa and Café services, and Shop items.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed