Member Services Manager

MVP SPORTSCLUBS•Grand Rapids, MI

6d•Onsite

About The Position

The Member Services Manager is responsible for knowing all members, manage any customer concerns and emergencies, and ensure the facility is maintained at appropriate levels through leadership of multiple front-line teams. Emphasis will always be on providing a world class customer experience, from first customer interaction through length of membership, with the collective goal of member retention. This position is a part of the Member Services Department and reports to the Director.

Requirements

Bachelor’s degree in related field strongly preferred.
Minimum of five (5) years’ experience working in a health club.
At least two (2) year of supervisory responsibilities.
First Aid/CPR Training. In the event a team member is hired without CPR or First certifications, they will be required to attend MVP Sports Clubs in-house training to obtain this.
Strong communication and leadership skills to supervise and motivate a team.
Customer service skills to handle challenging situations.
Excellent organizational skills.
Must be able to work extra hours, weekends and holidays.
Ability to handle multiple tasks and functions while maintaining a low personal stress level.
Physical Requirements: Bend, stoop, crouch, climb, stand, sit and turn/pivot; Lift/lower, push, pull and carry up to 40 lbs; perform office tasks using simple hand grasping, fine hand manipulation and reach associated with assigned tasks such as paperwork, typing, and/or word processing, filing, calculating and use of telephone; See, hear, and speak with sufficient capability to perform assigned tasks and maintain proper job safety conditions.

Responsibilities

Know, understand, and exemplify the MVP Sports Clubs Values and Service Standards.
Ensure that all Team Members (in and out of their department) know, understand, and exemplify the MVP Sports Clubs Values and Service Standards.
Responsible for all aspects of the Assistant Managers team. Areas of responsibility include but are not limited to: Interviewing, Onboarding & training including teaching Standard Operating Procedures and policies & procedures as well as ensuring team has thorough working knowledge of all products, programs, and services offered within the facility, Service Desk: Check In, Guest/Prospect Registration, Health Points, Point of Sale, Resource Scheduling, Program Registration, Locker rentals, Membership Sales: Prospective member tours, pricing information, account sign up, status changes and cancellations, account updates ie credit card updates, transaction listing inquiries, Housekeeping: Ensure a clean and professional facility at all times; maintain supply availability and backstock inventory; handle laundry operations, Coaching, disciplining, and conducting team member reviews, Scheduling to provide appropriate coverage and covering shifts when needed; time keeping to keep team members within designated limits for part and full time status
Cross train in all areas of the facility, including spending time with programming department leadership, to gain knowledge and understanding of each entity and their relation to the total operation. Must be prepared to answer questions or address concerns regarding any department within the facility.
Interact with and build relationships with all member/guests with a focus on member retention and maintaining a high level of member satisfaction.
Vary weekly work schedule in order to be available to staff working different times as well as be present for times of high customer traffic. May include opening, closing, and/or weekends.
Ensure all members, prospective members and guests are greeted and checked in properly, emphasizing our mission of world class customer service.
Enforces club rules and guidelines, taking appropriate action where indicated and reporting any problems to the Director.
Resolves any member issues through effective customer service skills.
Ensures that the service desk and fitness floor areas are clean and safe at all times.
Ensures that telecommunication procedures are carried out in a professional and timely fashion by answering the phone within 3 rings at the Service Desk and responding to any customer voicemails within 24 hours.
Primary responder in emergency situations, when present. Manage incident reports appropriately.
Continually establish relationships with members/guests and request feedback about our current programs, classes, operations, and service delivery.
Focus on 2 primary membership dues driving components of new member sales and existing member retention. A 3rd source of membership dues driving is Medicare engagement in those clubs with Medicare memberships.
Carry out incoming tours and new member sign ups, as needed, and show initiative to close a new sign up.
Audit new membership sales to ensure all data points are in line.
Drive the message of any in club programs or initiatives including but not limited to: All Star, Game Plan, Health Points, online account management, and Points Plus.
Serve as a “go to” person for new and existing members over the life of their club membership including account maintenance as needed.
Work in conjunction with Member Support Center to collectively achieve prospecting and new member engagement outreach goals.
Assist Building Director in collection of past due balances and bad debt on a monthly basis.
Purchase, inventory and invoice all first aid supplies.
Order and maintain appropriate levels of locker room supplies and general building supplies monthly.
Ensure proper exterior building accessibility and cleanliness by picking up all trash, papers.
Use checklists to always ensure a clean and professional facility. Direct appropriate departments to handle any problems.
Work with Director to ensure quality and efficient service delivery from overnight cleaning contractor.
Ensure cleaning products are stored safely and utilizes safe and proper mixing techniques per labeling instructions.
Order and maintain adequate level of office supplies through approved SOP. Ensure proper copier and postage machine maintenance.
Assist with retail operation by restocking retail displays and communicating with corporate services retail team about building needs and customer requests.
Ensure safe and proper cash flow management with guidance from Director of Finance. This includes processing of cash deposits daily with assistance from Building Director when necessary.
Maintain and achieve department budgets, including sales, operations, housekeeping and retail.
Lead regular Service Game training sessions as directed by supervisor.
Maintain a neat and professional personal appearance, by wearing the MVP Sports Clubs uniform (see uniform matrix) and name badge.
Other duties as assigned.