Membership Concierge III
About The Position
The Membership Concierge III delivers high-quality customer service to members and guests, promotes Life Time to prospective members, supports the buying experience, and contributes to club acquisition and retention goals. As a leader on the Concierge Team, this role shares expertise and models service-focused behaviors. The position builds value-based relationships that increase brand loyalty and support members in pursuing their healthy way of life goals. The role supports club check-in, responds to member and guest inquiries, maintains knowledge of club offerings and policies, assists with account maintenance and transactions, and helps resolve concerns. It also supports retention efforts and tailors prospective members’ buying experiences to their interests and needs. Administrative duties include completing club paperwork and reconciling the cash drawer.
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 check-in 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 high-quality service experiences.
- Assist members with account maintenance, requests, changes, and transactions, including payments for programs, services, and products.
- Participate on 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 participation 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 Life Time brand.
- Complete administrative duties and club paperwork, and reconcile the cash drawer.
- Share expertise and model service-focused behaviors as a leader on the Concierge Team.
Benefits
- Fully subsidized membership.
- Discounts on Life Time products and services.
- 401(k) retirement savings plan with company discretionary match for team members age 21 and older.
- Training and professional development.
- Paid sick leave where required by law.
- For eligible full-time team members: medical, dental, vision, and prescription drug coverage.
- For eligible full-time team members: short-term and long-term disability insurance.
- For eligible full-time team members: life insurance.
- For eligible full-time team members: pre-tax flexible spending and dependent care plans.
- For eligible full-time team members: parental leave and adoption assistance.
- For eligible full-time team members: paid time off, including 5 to 20 vacation days per calendar year based on tenure, and paid sick leave.
- For eligible full-time team members meeting the required income threshold: deferred compensation plan.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
