Hospitality & Concierge Associate

Life Time • Dayton, OH

3d

About The Position

The Membership Concierge III delivers high-quality customer service to members and guests, promotes Life Time to prospective members, assists with the buying experience, and contributes to club acquisition and retention goals. The role serves as a leader on the Concierge Team by sharing expertise and modeling service-focused behaviors. It builds value-based relationships that increase brand loyalty and support members in achieving their healthy way of life goals.

The position also supports club operations through check-in, phone handling, account maintenance, transactions, administrative duties, and cash drawer reconciliation. It helps resolve member concerns and cancellation requests, and personalizes prospective members’ buying experiences by connecting them with relevant amenities and programs.

Requirements

• High school graduate or equivalent.
• At least 1 year of customer service experience.
• At least 1 year of sales experience.
• Complete Membership Sales Certification within 60 days of hire.
• Complete Retention Specialist Certification within 60 days of hire.

Nice To Haves

• Bachelor’s degree in Hospitality or a related field.
• Fitness industry knowledge.

Responsibilities

• Facilitate the check-in process for members and guests entering the club.
• Monitor, handle, and delegate incoming phone calls from members and guests.
• Maintain current knowledge of club programming, events, pricing, and policies to educate members and guests.
• Build relationships with members and guests and create exceptional service experiences.
• Assist members with account maintenance, requests, changes, and transactions, including payments for programs, services, and products.
• Participate in the Certified Retention Team by discussing options with members requesting cancellation and facilitating the option that best suits them.
• Handle service recovery for member questions and concerns, using appropriate tools and resources to find solutions and ensure satisfaction.
• Customize prospective members’ buying experiences by encouraging involvement in amenities and programs aligned with their interests and needs.
• Communicate with members and prospective members by email or phone in a manner aligned with the brand.
• Complete administrative duties, club paperwork, and cash drawer reconciliation.
• Share expertise and model behaviors that support a culture of service on the Concierge Team.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED