Membership Concierge

Life Time Inc.; Beachwood (OH); On-site; USD 20,664,000 - 30,307,000; Full time

Job summary

Life Time is a place for everyone. Life Time seeks a Membership Concierge II to serve as the primary contact for members and guests, handling inquiries, account maintenance, and program payments while delivering exceptional service.

In a fast-paced resort environment, you will build relationships, educate members on events and pricing, and support sales and retention efforts with a proactive, friendly approach.

Qualifications

• Candidates must deliver high quality customer service and effective verbal communication.
• Ability to multi-task in a fast-paced environment while maintaining a friendly demeanor.
• Experience in customer service or sales is required.

Responsibilities

• Acts as first point of contact for members and guests entering resort.
• Builds relationships with members and guests, creating extraordinary experiences.
• Handles inbound calls and outbound outreach to engage members and drive engagement.
• Educates members about club programming, events, pricing, and policies.
• Assists with account maintenance, transactions, and program payments.
• Serves as a contact for new membership sales and retention.
• Uses tools to resolve questions and perform service recovery.

Skills

Customer service

Multi-tasking

Verbal communication

Relationship-building

Hospitality mindset

Education

High School diploma

Bachelor’s in Hospitality (preferred)

Job description

Position Summary

As a Membership Concierge II, you will serve as a professional in account maintenance, service delivery, programming insight and member/guest engagement. Grow your skills and build your professional network through self-directed progression of our hospitality certification levels and create a customized succession plan to realize your professional goals.

Job Duties/Responsibilities

• Operates as first point of contact for members and guests entering resort
• Exemplifies a hospitality mindset to build relationships with members and guests, regularly creating extraordinary experiences
• Receives inbound phone calls and conducts outbound outreach with members and guests to support engagement and acquisition.
• Maintains updated knowledge to appropriately educate all members and guests of club programming, events, pricing, and policies
• Assists members with account maintenance, processing member needs, changes and transactions including program, service, and product payments
• Serves as a key point of contact for new membership sales and member retention interactions.
• Engages in problem solving and service recovery for member questions and concerns, utilizing appropriate tools and resources

Minimum Required Qualifications

Candidates for this position must be skilled at multi-tasking, delivering high quality customer service, service recovery and verbal communication. They must also be comfortable working in a fast-paced environment, able to stand for 4 hours at a time and demonstrate a friendly and outgoing demeanor.

Education

• High School graduate or equivalent

Years of Experience

• Minimum of 1-2 years of experience in customer service or sales

Licenses / Certifications / Registrations

• Complete Retention Specialist Certification within 60 days of hire
• Passion to serve others
• Effective communication skills

Preferred Requirements

• Bachelor’s Degree in Hospitality

Life Time is a place for everyone. As an organization, we are committed to an inclusive, diverse and equitable workplace that respects and celebrates the unique contributions of each individual while ensuring we remain an equal opportunity employer that recruits, hires, trains and promotes based on merit and qualifications.