Membership Concierge

Life Time Inc.; Coral Gables (FL); On-site; USD 40,000 - 54,000; Full time

Job summary

Life Time Inc. is seeking a Membership Concierge II to serve as the primary contact for members and guests, handling account maintenance, program information, and service recovery with a hospitality-forward approach.

You will engage in member retention through proactive outreach, educate guests on club offerings, and support sales efforts to ensure a seamless resort experience.

Qualifications

• Must multi-task and deliver high-quality customer service.
• Bilingual not required; strong verbal communication and problem-solving skills.
• Able to stand for extended periods in a resort environment.
• Comfortable in a fast-paced hospitality setting.

Responsibilities

• Operates as first point of contact for members and guests entering the resort.
• Exemplifies hospitality mindset to build relationships and create experiences.
• Receives inbound calls and conducts outbound outreach to engage members and guests.
• Educates members on club programming, events, pricing, and policies.
• Assists with account maintenance, changes, and transactions including payments.
• Supports new membership sales and member retention interactions.
• Engages in problem solving and service recovery for member questions.

Skills

Multitasking

Customer service

Service recovery

Verbal communication

Fast-paced

Standing 4 hours

Friendly demeanor

Education

High School diploma or equivalent

Bachelor’s Degree in Hospitality

Job description

What We're Doing to Keep You Safe: Life Time has always been dedicated to delivering a healthy way of life to our communities, and we want you to know that we have a healthy, safe and clean environment for you to work. From a carefully phased approach to reopening, to enhanced cleaning protocols and social distancing, together we can make the club experience safe for all. https://www.lifetime.life/safety.html

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.