Manager, Member and Guest Service (2932)

The St. James•Springfield, VA

About The Position

About us: The St. James is the premier sports, wellness and active entertainment destination in the country, with 450,000 sq. ft. of developmental and competitive programs, teams and opportunities in more than 20 sports, and a wide range of premium fitness, wellness and entertainment experiences. Our People & Culture: At The St. James, we are in the business of human development. Our success in delivering exceptional guest experiences—experiences that engage, inspire, and delight—depends on our ability to recruit, retain, and cultivate team members who embody the true spirit of hospitality. We seek individuals who are committed to personal and organizational excellence, who are proactive and action-oriented, and who thrive in a collaborative team environment. If you have a passion for service and a dedication to continuous growth, we want you to be part of our team. Job Description: The St. James is seeking a Member and Guest Service Manager to join the team at its Flagship location in Springfield, VA. The Member and Guest Service Manager will be primarily responsible for managing the Concierge Team and will serve as the main liaison between all departments concerning member and guest relations. This role will focus on ensuring that members and guest needs are met seamlessly, and that all departments are aligned in providing a top-tier experience. The Concierge Manager will be a key player in retention efforts, addressing member policies, and responding to questions or concerns promptly.

Requirements

2-4 years of management experience preferred.
Bachelor's degree in hospitality or related field; or commensurate experience preferred.
Excellent problem and conflict resolution skills required; must be able to address guest complaints and concerns effectively, professionally, and in a timely manner.
Superior communication skills; fluency in English is required.
Computer literate to include Microsoft Office, Word, PowerPoint, Excel, SMS, or other front office software.
Demonstrated multi-tasker with a commitment to superior guest service and hospitality.
Ability to work a flexible schedule that includes late nights, early mornings, weekends, and holidays.
Knowledgeable of safety training, procedures, and best practices used throughout the fitness industry.

Nice To Haves

Prior management experience in a premium hospitality setting will be strongly favored.

Responsibilities

Ensuring a delightful and seamless arrival and departure experience for members and guests of The St. James by providing the highest level of customer service to members, prospective members, and guests.
Act as the primary liaison between Sales, Personal Training, Group Fitness, and all other departments to ensure seamless communication and coordination regarding member and guest needs and requests.
Identifies quality improvement trends and effectively communicates issues to the Director of Lifestyle and Hospitality
Handling all guests and member compliments, comments, observations, and complaints in a timely manner and effectively achieving full member and guest satisfaction.
Monitoring, managing, and leading the Concierge Team and member/guest services team ensuring they are following up timely and effectively achieving full guest satisfaction.
Ensuring accurate communication of information, services, and programs offered at The St. James Performance Club to members and guests as requested.
Ensuring teamwork between the Concierge Team and other departments within The St. James Performance Club.
Lead the concierge and front-of-house teams to provide exemplary service to all members and guests.
Recruit, train, and mentor concierge and member guest services standards
Set performance standards aligned with The St James missions and values
Develop a culture of genuine hospitality, professionalism, and teamwork.
Conduct regular team meetings, performance evaluations, and skill development sessions
Oversee scheduling, coverage, and staffing to ensure seamless guest service at all times.
Maintain a clean and orderly front desk, lobby, and entranceway.
Order department supplies.
Assist with the daily tasks of the Concierge Team.
Support the safety of all members, guests, and team members.
Act as the Manager on Duty (MOD) during select days and shifts, ensuring smooth operations and addressing any urgent member or operational issues that may arise.
Develop and implement standard operating procedures (SOPs) for concierge and member/guest services
Monitor budgets, expenses, and vendor relationships for the hospitality department.
Become Proficient in Exerp, Paycor, PROSPR and other STJ platforms