Member Relations

John Reed Fitness•Los Angeles, CA

14h

About The Position

Member Relations plays an integral role in providing an elevated, seamless experience for JOHN REED members and guests. This role welcomes members, supports fitness operations, and handles administrative duties. It requires strong interpersonal skills, a proactive approach, and alignment with JOHN REED’s brand standards. The role reports to the Club Manager.

Requirements

At least 2 years of customer service or membership sales experience in a fitness or hospitality environment, including direct experience in client satisfaction.
Ability to proficiently use POS and CRM systems or other computer programs required to meet the club’s business needs.
Ability to manage multiple projects simultaneously, multitask, and prioritize as necessary.
Ability to work a flexible schedule that includes days, nights, weekends, holidays, and special events.
Organized and structured, with a warm and friendly nature.
Passion for fitness.
Ability to lift more than 50 pounds.
Ability to climb and descend stairs multiple times a day.

Nice To Haves

High school diploma or GED equivalent preferred.

Responsibilities

Serve as the first point of contact at check-in and create a welcoming environment that reflects JOHN REED’s hospitality.
Stay informed about the latest offerings within the club and community to help ensure an exceptional member experience.
Conduct new fitness member inductions, assist with welcome tours, and help members navigate the club.
Assist members with booking spa appointments, pool cabanas, classes, and restaurant reservations.
Prepare new-member welcome gifts.
Discuss JOHN REED’s amenities with members and guests.
Contact members by phone or email to assist with account updates, payment information, and general inquiries, including cold calls and warm conversations.
Perform administrative duties, including filing member contracts, data entry, telephone and email correspondence, and updating member contact information.
Monitor member satisfaction and relay member insights and experience feedback to management.
Maintain regular communication with new and existing members and be present on each floor to speak with members in person.
Partner with Personal Trainers and Group Fitness Instructors on fitness-related tasks to support the guest experience.
Set up the Fitness Studio for class formats and assist with checking class registration records.
Assist with post-class Fitness Studio resets alongside the maintenance department, maintaining order and cleanliness on the fitness floors and across six group fitness studios.
Assist the Fitness and Marketing teams with setting up and breaking down special events.
Attend developmental and team meetings to stay aligned with club standards and learn about evolving offerings.
Perform other tasks and duties as assigned by management.