Membership Concierge & Café Manager

LTFMGTCO LTF Club Management Co; Evanston (IL); On-site; USD 39,000 - 53,000; Full time

Benefits offered by this job

Fully subsidized membership

Discounts on Life Time products and 2

Job summary

Life Time in Evanston, IL is seeking a Lead-Membership Concierge to guide a service-driven team delivering a best-in-class member experience. You will lead the Membership Concierge Team, drive member engagement and retention across programs aligned with our premium brand.

You will recruit, coach, and develop staff, manage payroll and scheduling to hit budget goals while fostering a culture focused on exceptional guest interactions, café standards, and performance metrics.

Qualifications

• High School Diploma or Equivalent.
• CPR/AED certification required within 30 days of hire.
• 3+ years of managerial experience.
• 3+ years of customer service experience.
• 3+ years of sales experience.
• 3+ years of achieving budget goals.

Responsibilities

• Lead a Membership Concierge Team to deliver exceptional guest experiences.
• Hire, coach and mentor staff to meet brand and performance goals.
• Achieve membership acquisition and retention KPIs through planning and execution.
• Manage department payroll and schedule to meet budget expectations.
• Use member feedback and analytics to drive continuous improvement.
• Oversee Express Café operations and ensure service, quality and sales.
• Ensure compliance with Life Time policies and procedures.

Skills

Managerial experience

Customer service

Sales experience

Budget management

Education

High School Diploma

Bachelor's degree (preferred)

Tools

Microsoft Dynamics CRM

Microsoft Office Suite

Job description

Position Summary

The Lead-Membership Concierge delivers a best in class experience for all club members and guests, through leadership of the Membership Concierge Team. You will build and actively participate within a departmental culture which delivers excellence in the guest buying experience, service execution and member retention as aligned with our premium brand. In this role, you will leverage your expertise to lead a team which creates value-based relationships while proactively engaging members and guests to programs and services which help meet their healthy way of life goals.

Job Duties and Responsibilities

• Skillfully handles complex member/guest engagements and leads by example through active participation in the join, service and save experience.
• Hires, manages, supports, develops, coaches, and mentors a team of professionals to be successful based on brand and performance expectations. Includes disciplinary and termination actions as needed.
• Achieves or exceeds membership acquisition and retention goals and KPIs through strategic business planning and execution.
• Meets department financial expense expectations through payroll management and effective scheduling of the Concierge Team.
• Strategically drives an experience driven department culture, utilizing insights from member/guest feedback provided through social media, surveys, and interactions to identify opportunities and capitalize on successes.
• Manages compliance within Life Time policies, procedures and processes.
• Oversees daily operations of the Express Café, ensuring exceptional member service, food and beverage quality, inventory management, cleanliness standards, and team performance while driving sales and creating a welcoming hospitality experience.

Position Requirements

• High School Diploma or Equivalent
• CPR/AED certification required within 30 days of hire
• 3+ years of managerial experience
• 3+ years of customer service experience
• 3+ years of sales experience
• 3+ years of achieving budget goals

Preferred Requirements

• Bachelors Degree in related field
• Experience working in a high-energy and fast paced environment with proven multi-tasking skills
• Previous food and beverage leadership experience, including responsibility for café, coffee shop, quick-service restaurant, or hospitality operations
• Superior time management skills
• Ability to prioritize tasks
• Adapts to change and innovation
• Experience with Microsoft Dynamics CRM and Microsoft Office Suite

Pay

This is an hourly position with wages starting at $28.00 and pays up to $38.50, based on experience and qualifications. This position is also eligible for incentive pay based on business performance.

Benefits

• All team members receive the following benefits while working for Life Time:
• A fully subsidized membership
• Discounts on Life Time products and services
• 401(k) retirement savings plan with company discretionary match (21 years of age and older)
• Training and professional development
• Paid sick leave where required by law
• Full-time Team Members are eligible for additional benefits, including:

• Medical, dental, vision, and prescription drug coverage
• Short term and long term disability insurance
• Life insurance
• Pre-tax flexible spending and dependent care plans
• Parental leave and adoption assistance
• Paid time off, including 5 to 20 vacation days per calendar year (based on tenure) and paid sick leave
• Deferred compensation plan, if the team member meets the required income threshold

Life Time may use artificial intelligence ("AI") in connection with various aspects of its recruitment and hiring functions. Ultimate employment decisions are subject to human review and oversight. Life Time does not use AI in a manner that would have the effect of subjecting applicants to discrimination on the basis of protected classes or proxies or for engaging in any protected activity under applicable law.

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.