Member Experience & Welcome Desk Manager

American Family Fitness; Richmond (VA); On-site; USD 27,000 - 42,000; Full time

Job summary

American Family Fitness in Richmond, VA seeks a Welcome Desk Manager to lead daily desk operations, hire and train staff, and deliver exceptional member service. You will oversee scheduling, payroll-related tasks, and ensure compliance with company standards while collaborating with club leadership to drive retention and profitability.

The role requires strong communication, staff development, and the ability to adapt to a dynamic fitness-club environment.

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.
• Red Cross CPR/AED Certification within 60 days of hire.
• Experience with scheduling and payroll management is preferred.

Responsibilities

• Lead Welcome Desk team, hire, onboard, train, coach, and develop staff.
• Deliver exceptional member service and greet members professionally.
• Oversee daily Welcome Desk operations and maintain accurate records.
• Schedule staff, manage deposits, and complete required reports.
• Collaborate with GM and other departments to support club goals.

Skills

Customer service

Leadership

Communication

Scheduling

Payroll management

Team development

Education

High school diploma or equivalent

Tools

Microsoft Office

Windows-based software

Job description

American Family Fitness in Richmond, VA seeks a Welcome Desk Manager to lead daily desk operations, hire and train staff, and deliver exceptional member service. You will oversee scheduling, payroll-related tasks, and ensure compliance with company standards while collaborating with club leadership to drive retention and profitability.

The role requires strong communication, staff development, and the ability to adapt to a dynamic fitness-club environment.