Membership Concierge II

lifetime; Austin (TX); On-site; USD 2,066,000 - 3,031,000; Full time

Job summary

Life Time seeks a Membership Concierge II to maintain member accounts, deliver service, and engage guests across programs and events. Grow through hospitality certifications and a personalized succession plan to reach professional goals.

As a primary contact, you’ll nurture member relationships, process changes and payments, support new memberships, and assist with service recovery in a fast-paced resort environment.

Qualifications

• Must be able to multitask and deliver high quality customer service.
• Excellent verbal communication and problem-solving skills.
• Experience in a fast-paced hospitality or customer service role.

Responsibilities

• Acts as first point of contact for members and guests entering the resort.
• Builds relationships with members and guests to create extraordinary experiences.
• Handles inbound calls and outbound outreach to engage and assist members.
• Maintains up-to-date knowledge of club programming, events, pricing, and policies.
• Assists with account maintenance, changes, and payments for memberships and services.
• Supports new membership sales and member retention interactions.
• Uses available tools to resolve member questions and concerns.

Skills

Multi-tasking

Customer service

Verbal communication

Service recovery

Education

High School diploma or equivalent

Bachelor's Degree in Hospitality

Retention Specialist Certification (within 60 days)

Job description

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.