Member Experience Lead – Wellness & Hospitality

Equinox; Washington (District of Columbia); On-site; USD 22,000 - 31,000; Full time

Benefits offered by this job

Complimentary Club membership

Discounts on Equinox products and Spa

Industry leading commission for staff

Job summary

Equinox Group is looking for an Experience Lead to be the standard-bearer on the club floor, keeping the fitness area immaculate, safe, and unmistakably Equinox. This role blends operational precision with anticipatory hospitality to elevate the member experience at every touchpoint.

You will maintain floor presence, support front desk operations, and help with class transitions while promoting Equifit, Spa services, and Pilates through educated, service-based selling.

Qualifications

• Genuine passion for health, fitness, and hospitality.
• Strong interpersonal and communication skills.
• Ability to multitask in a fast-paced, high-touch environment.
• Proven ability to engage members and influence behavior with professionalism.
• CPR/AED certification, or willingness to obtain upon hire.
• Flexible availability, including early mornings, evenings, weekends, and holidays.
• Minimum of 1 year in customer service or related experience.

Responsibilities

• Maintain immaculate fitness floor standards through re-racking, organization, cleaning protocols, and equipment presentation.
• Conduct daily equipment checks and complete opening and closing checklists; elevate maintenance needs promptly.
• Maintain a constant, active floor presence — monitoring usage and staying ahead of member needs.
• Support front desk and facilitate seamless group fitness class transitions as needed (concierging).
• Maintain current CPR/AED certification and serve as the on-floor first responder for medical incidents and emergencies.
• Ensure full adherence to LPMS and all company safety standards, addressing member conduct proactively and professionally.
• Deliver a warm, personalized, white-glove experience for every member, with special attention to first-time members.
• Engage members proactively, building relationships that drive retention and address poor member behavior.
• Promote and assist in booking Equifit sessions, Spa services, and Pilates through educated, service-based selling.

Skills

Customer service

Interpersonal skills

Communication

Multitasking

CPR/AED certification

Professional demeanor

Flexibility

Job description

Equinox Group is looking for an Experience Lead to be the standard-bearer on the club floor, keeping the fitness area immaculate, safe, and unmistakably Equinox. This role blends operational precision with anticipatory hospitality to elevate the member experience at every touchpoint.

You will maintain floor presence, support front desk operations, and help with class transitions while promoting Equifit, Spa services, and Pilates through educated, service-based selling.