Guest Relations Team Lead

TEAM FX; Town of Texas (WI); On-site; USD 42,000 - 60,000; Full time

Job summary

Texas Health Fitness Centers is seeking a hands-on Guest Relations Team Lead who motivates a hospitality-focused front desk and membership team to deliver exceptional experiences for employees, members, and guests.

The role partners with the General Manager, coaches teammates, and acts as Manager-on-Duty to keep the club welcoming, organized, and safe while driving service growth and operational consistency.

Qualifications

• Minimum experience in Guest Relations or customer service; leadership preferred.
• Ability to coach others, communicate clearly, and lead professionally.
• Proficiency with CRM, lead-gen, scheduling, and POS systems; ABC/Zenoti a plus.
• Strong sales, service, organization, and problem-solving skills.
• Ability to work varied hours including mornings, evenings, weekends, and holidays.

Responsibilities

• Lead by example and uphold service standards, policies, and front-desk protocols.
• Provide in-the-moment coaching, recognition, and feedback.
• Support daily huddles and relay key updates and goals.
• Coordinate with the Guest Relations Manager, membership sales team, and facility leadership.
• Onboard and train new Guest Relations Teammates in sales and systems.
• Deliver exceptional service to members, guests, and prospects; drive growth.
• Conduct tours, follow-ups, referrals, and upsell opportunities.
• Maintain CRM, lead-gen, scheduling, and POS data accuracy.
• Serve as Manager-on-Duty with opening/closing, security, and cash handling.
• Perform facility walks to ensure cleanliness and safety.
• Report issues promptly and propose improvements.

Skills

Leadership

Coaching

Communication

Sales

Problem-solving

Organizational skills

Tools

CRM software

Lead generation

Scheduling software

POS systems

ABC

Zenoti

Job description

Description

The Guest Relations Team Lead is a hands-on leader who helps create an exceptional experience for Texas Health employees, community members, and guests. Because Texas Health Fitness Centers serve both Texas Health employees and the general public, this role balances outstanding hospitality, membership and service growth, and operational consistency. The Team Lead supports the General Manager, coaches Guest Relations Teammates, and serves as a Manager-on-Duty to ensure the facility is welcoming, organized, safe, and stage-ready.

LEADERSHIP & TEAM SUPPORT

• Lead by example and model company standards, service expectations, policies, uniform requirements, and front-desk protocols.
• Provide in-the-moment coaching, role-play, recognition, and feedback to help Guest Relations Teammates succeed.
• Support daily huddles and communicate key updates, promotions, goals, and priorities to the team.
• Partner closely with the Guest Relations Manager, membership sales team, and facility leadership to ensure consistent communication and teamwork.
• Assist with onboarding and training new Guest Relations Teammates; ensure required sales and systems training is completed.

GUEST EXPERIENCE & MEMBERSHIP GROWTH

• Deliver and coach exceptional service for members, guests, and prospects across every interaction.
• Support membership, personal training, service, and promotional goals through tours, lead follow-up, outreach, referrals, and upselling.
• Ensure the team is knowledgeable about memberships, services, equipment, wellness programming, and current promotions.
• Address guest concerns and complaints professionally, escalating significant issues to the appropriate leader when needed.
• Gather member feedback and identify opportunities to strengthen the guest experience.

MANAGER-ON-DUTY & OPERATIONS

• Serve as Manager-on-Duty, including opening and closing responsibilities, facility security, cash-handling procedures, and escalation support.
• Complete regular facility walks to ensure cleanliness, safety, organization, and a stage-ready environment throughout the club.
• Maintain accuracy in CRM, lead-generation, scheduling, and transaction systems; assist teammates with troubleshooting and proper system use.
• Report equipment damage, facility concerns, technology issues, and significant teammate or guest matters promptly.
• Help improve systems, workflows, and team practices that support a more efficient operation and stronger guest experience.

Requirements

SKILLS & EXPERIENCE

• A minimum of six minutes of Guest Relations or customer-service experience preferred; leadership experience is a plus.
• Demonstrated ability to coach others, communicate clearly, and lead with professionalism and accountability.
• Proficiency in CRM, lead-generation, scheduling, and point-of-sale systems; experience with ABC and Zenoti preferred.
• Strong sales, service, organization, and problem-solving skills.
• Ability to work varying hours and days to meet business needs, including early mornings, evenings, weekends, and holidays, as needed.

PHYSICAL REQUIREMENTS

• Must frequently lift 25 pounds or more.
• Must be able to be on feet for at least eight hours per day, if needed.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.