Club Welcome Desk Manager & Member Experience

Amfamfit

Brook Hill (VA)

On-site

USD 27,000 - 42,000

Full time

14 days+

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Job summary

Amfamfit in Short Pump – Richmond, VA 23233 is seeking a Welcome Desk Manager to lead daily Welcome Desk operations and deliver an exceptional first and last impression for every member and guest. The role includes hiring, training, coaching, scheduling, and developing the Welcome Desk team while upholding customer service excellence and club standards.

You will partner with club leadership to support member retention, payroll management, and overall club profitability, with a flexible schedule

Qualifications

High school diploma or equivalent.
2–3 years of customer service experience.
Previous supervisory or leadership experience.
Strong verbal and written communication skills.
Working knowledge of Microsoft Office and Windows-based software.
Ability to lead, motivate, and develop a team.
Red Cross CPR/AED Certification within 60 days of hire.

Responsibilities

Recruit, hire, onboard, train, coach, and develop Welcome Desk team members.
Foster a positive, professional, and service-oriented work environment.
Conduct regular department meetings and ongoing training sessions.
Provide performance feedback, coaching, and annual evaluations.
Document employee performance and administer corrective action when appropriate.
Maintain department staffing levels and prepare work schedules that meet business needs.
Ensure new hire paperwork is completed accurately and submitted before employees begin work.
Maintain confidential personnel records and required documentation.
Deliver exceptional customer service by greeting every member and guest with a welcoming, energetic, and professional attitude.
Build positive relationships with members by providing personalized service whenever possible.
Respond to member questions, concerns, and feedback promptly and professionally.
Communicate club promotions, programs, special events, and operational updates.
Serve as a role model for exceptional customer service.
Oversee daily Welcome Desk operations to ensure efficient club operations.
Complete daily club paperwork, deposits, and required administrative reports.
Schedule Welcome Desk staff to provide appropriate coverage.
Assist Membership Directors by scheduling appointments and maintaining accurate account notes.
Notify Welcome Desk staff regarding Membership Director availability and scheduling updates.
Ensure club hours and operational notices are posted accurately and timely.
Protect confidential financial and member information.
Follow all company policies, procedures, safety protocols, and emergency response procedures.