Guest Relations Team Lead

TEAM FX; Willow Park (TX); On-site; USD 42,000 - 56,000; Full time

Job summary

TEAM FX is seeking a Guest Relations Lead to support membership growth and daily operations at our Texas location. You will coach frontline teammates, manage guest interactions, and ensure a smooth member experience across all touchpoints.

The role includes opening/closing duties, CRM use, lead follow-up, and coordinating with the membership sales team. Strong communication, problem-solving, and reliability are essential.

Qualifications

• Six months of guest relations or customer-service experience.
• Ability to coach others and lead with accountability.
• Familiarity with CRM, scheduling, and lead-generation systems; Zenoti preferred.
• Strong sales, service, organization, and problem-solving skills.

Responsibilities

• Lead by example and coach teammates to meet service standards.
• Support daily huddles and communicate goals and updates to the team.
• Serve as Manager-on-Duty with opening/closing duties and security.
• Maintain CRM, lead-generation, scheduling, and transaction systems accuracy.
• Address guest concerns and escalate significant issues when needed.

Skills

Guest relations

Coaching

Leadership

CRM

Scheduling

Sales

Communication

Problem solving

Tools

CRM

Zenoti

Job description

Description

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

• A minimum of six months 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.