Supervisor Health and Wellness - Member Services

TriHealth • Montgomery, OH

6d • Onsite

About The Position

The Supervisor Health and Wellness 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, establishes consistent sales and service standards, manages prospect follow-up and tour conversion, supports marketing and promotional campaigns, monitors membership performance metrics, and provides rotating Manager on Duty coverage.

The supervisor works as part of the community center leadership team and is responsible for developing the annual membership sales and promotion plan, staffing model, outreach calendar, communication rhythm, performance goals, and budget inputs. The role oversees hiring, training, scheduling, evaluation, coaching, sales skill development, and accountability for membership growth activities. It also provides direct support for tours, enrollment, events, outreach, front desk coverage, registration, phone inquiries, and member communications.

The position requires maintaining confidentiality and accurate member and account information, and modeling calm, consistent service during high-volume or escalated situations. It is full-time, Monday through Friday, and includes evening, weekend, and holiday scheduling. The position has 3–9 direct-report FTEs.

Requirements

• Associate’s degree in business, marketing, hospitality, recreation, health administration, communications, or a related field; equivalent experience may be accepted in lieu of a degree.
• 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.
• Up to 1 year of experience in a lead, coordinator, supervisor, or shift leadership role.
• 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

• Equivalent experience in lieu of an associate’s degree.
• 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.

Responsibilities

• Participate in the community center leadership team, attend and contribute to required meetings, and model professionalism.
• Provide Manager on Duty coverage and associated leadership, service recovery, safety, and facility oversight.
• 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, regularly round on team members, and lead monthly team meetings using the meeting agenda template.
• 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 TriHealth Way leadership and service.

Benefits

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

What This Job Offers

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