Supervisor Health and Wellness - Member Services

TriHealth • Montgomery, OH

6d • Onsite

About The Position

The Supervisor Health and Wellness - Member Services leads membership sales, promotional outreach, front desk conversion activity, membership onboarding, retention, and member experience workflows at the TriHealth Fitness & Health Pavilion. The role supervises member services associates and front desk staff, maintains consistent sales and service standards, manages prospect follow-up and tour conversion, supports marketing and promotional campaigns, and monitors membership performance metrics. The supervisor also provides Manager on Duty coverage on a rotational basis and participates in the community center leadership team.

This position is full-time, Monday through Friday, and includes evening, weekend, and holiday scheduling. It is based at 6200 Pfeiffer Rd, Montgomery, OH 45242. The role has 3–9 direct-report FTEs. TriHealth describes competitive shift differentials where applicable, professional growth opportunities, and a comprehensive benefits package that may include medical, dental, vision, paid time off, retirement savings plans, and tuition reimbursement. Optional positions are not eligible for TriHealth benefits; this posting does not identify the position as optional.

Requirements

• Associate’s degree in business, marketing, hospitality, recreation, health administration, communications, or a related field; required. Equivalent experience may be accepted in lieu of a degree as a preferred qualification.
• 1–2 years of experience in membership sales, customer service, hospitality, recreation, retail sales, healthcare access, call center, front desk operations, or a related member-facing sales or service environment; required.
• Up to 1 year of experience in a lead, coordinator, supervisor, or shift leadership role; required.
• Excellent written, verbal, interpersonal, conflict-resolution, organization, sales, promotion, computer, documentation, and customer relationship skills.
• Working knowledge of Word, PowerPoint, Excel, Outlook, registration systems, point-of-sale systems, membership platforms, and lead tracking tools.
• Basic Life Support (BLS) certification is required and may be obtained within 90 days of employment.
• Ability to maintain confidentiality, ensure accurate member and account information, and model calm, consistent service during high-volume or escalated situations.

Nice To Haves

• 3–4 years of experience in a fitness center, community center, recreation, healthcare, hospitality, retail, or member-based service environment with responsibility for sales, promotion, retention, or revenue growth; preferred.
• Equivalent experience accepted in lieu of an associate’s degree; preferred.

Responsibilities

• Work as part of the community center leadership team, attend and contribute to required meetings, and model professionalism.
• Provide Manager on Duty coverage and perform associated leadership, service recovery, safety, and facility oversight responsibilities.
• Develop the annual membership sales and promotion plan, staffing model, outreach calendar, communication rhythm, performance goals, and budget inputs.
• Oversee member services staffing, including hiring, training, scheduling, evaluation, ongoing coaching, sales skill development, and accountability for membership growth activities.
• Maintain consistent front desk sales and service standards, accurate member and prospect records, and reliable communication about membership options, promotions, programs, events, policies, and services.
• Monitor sales activity, lead conversion, onboarding completion, retention trends, feedback, and service recovery outcomes to improve membership growth and the member and guest experience.
• Provide direct support for tours, membership enrollment, promotional events, outreach activities, front desk coverage, registration, phone inquiries, and member communication as appropriate.
• Conduct department huddles and regular team-member rounding, lead monthly team meetings, review stoplight reports, and cascade key leadership messages.
• Model, coach, and validate team members’ use of TriHealth Way behaviors, including AIDET + Promise, Always Behaviors, and Always HEARD.
• Recognize team members for safety wins, positive performance, and demonstrating SERVE and ALWAYS behaviors and the TriHealth Way of Leading, Serving, and Delivering Care.

Benefits

• Competitive shift differentials where applicable.
• Opportunities for professional growth.
• A comprehensive benefits package that may include medical, dental, vision, paid time off, retirement savings plans, and tuition reimbursement.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree