Member Services Agent, 10XTO

Hotel X Toronto; Toronto; Hybrid; CAD 32,000 - 42,000; Full time

Job summary

10XTO is a world-class athletic facility offering extensive indoor space and terraces, designed to deliver exceptional health, wellness, and balance for members and guests.

The Member Services Agent serves as the first point of contact, delivering an outstanding first impression and ensuring smooth front desk operations, efficient flow, and responsive service. A strong emphasis on teamwork, communication, and problem solving is required.

Qualifications

• Bachelor degree or relevant customer service experience.
• Experience with CSI/Daxko membership software preferred.
• Advanced Word, Excel, PowerPoint, and email skills.
• Excellent oral and written communication with guests.
• Flexible schedule including evenings, weekends, and holidays.

Responsibilities

• Execute the daily operations of the Front Desk.
• Ensure efficient flow of members in and out of the club.
• Address and respond to member and guest complaints and requests.
• Record and process all guest calls, messages, requests, questions or concerns.
• Process cash and credit card transactions per procedures.
• Communicate outstanding member or guest requests to management.
• Collaborate with other departments to ensure quality service.
• Participate in club and community events.

Skills

Customer service

Communication

Computer literacy

Team player

Interpersonal skills

Education

Bachelor degree

Tools

CSI/Daxko software

Job description

10XTO is a world-class athletic facility with 90,000 sq. ft. of both indoor space and terraces, designed to embrace guests and members in a lifestyle dedicated to the ultimate in health, wellness, and balance. 10XTO will be staffed by the most outstanding professionals and outfitted with a rooftop pool, squash courts, tennis courts, state of the art weight and cardio machines, classes, a golf simulator and a fully staffed children’s play zone.

Job Summary

The Member Services Agent is the first point of contact for members entering the club, and are therefore responsible for delivering an exceptional first impression of their member experience.

Role and Responsibilities

• Execute the daily operations of the Front Desk
• Ensuring an efficient flow of members in and out of the club
• Address and respond to member and guest complaints, concerns and requests in an efficient and timely manner
• Take action to solve guest problems/complaints using appropriate service recovery guidelines
• Answer phones in a prompt and courteous manner – recording and processing all guest calls, messages, requests, questions or concerns
• Accurately process all cash and credit card transactions using established procedures and software
• Communicate any outstanding member or guest requests or issues to management
• Work as part of a team and communicate with other departments as per club procedures to ensure excellent quality and service
• Participate in club and community events as needed

Qualifications:

Bachelor degree and/or experience working in customer service preferred.

Experience working with CSI/Daxko membership software preferred.

Advanced computer literacy (Word, Excel, PowerPoint, email).

Must have excellent oral/written communication and interpersonal skills and must be able to interact with all levels of guests in a professional and cordial manner.

Exceptional organizational/problem solving skills, must be self-motivated and very detail oriented.

Flexible shift availability including evenings, weekends and holidays. Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the club. In addition, attendance at all scheduled training sessions and meetings is required.

10XTO is committed to accommodating people with disabilities as part of our hiring process. If you have special requirements, please advise Human Resources during the recruitment and selection process.

This posting represents a current vacancy and 10XTO does not use artificial intelligence to screen, assess, and/or select applicants.

Qualified candidates can expect a hiring rate up to the midpoint of the pay range. On an exceptional basis, candidates with significant experience and skills for the role may be paid up to the range maximum.

We thank all applicants; however, only those selected for an interview will be contacted.