Membership Concierge Lead - Retention & Guest Experience

Life Time, Inc.; Durango (CO); On-site; USD 22,000 - 30,000; Full time

Job summary

Life Time, Inc. in Durango is seeking a Membership Concierge III to deliver premier member service, promote Life Time offerings, and contribute to club acquisition and retention goals.

You will lead on the Concierge Team, modeling service behaviors and helping create a welcoming, value-driven experience. Responsibilities include check-in, handling calls, educating members about programs, processing payments, and supporting retention by presenting options to members considering cancellation.

Qualifications

• Minimum 1 year of customer service experience.
• Minimum 1 year of sales experience.
• Completion of Membership Sales Certification within 60 days of hire.
• Completion of Retention Specialist Certification within 60 days of hire.

Responsibilities

• Facilitate check-in process for members and guests entering club.
• Monitors, handles, and delegates incoming phone calls from members and guests.
• Educate members and guests on club programming, events, pricing, and policies.
• Build relationships with members and guests, delivering exceptional service experiences.
• Assist members with account maintenance, changes, and payments for programs, services, and products.
• Support retention efforts by presenting options to members considering cancellation.
• Engage in service recovery to resolve questions and concerns.
• Personalize the buying experience by aligning offerings to interests and needs.
• Communicate with members via email or phone in line with brand guidelines.
• Complete administrative duties, club paperwork, and cash drawer reconciliation.

Skills

Customer service

Sales

Education

Bachelor's degree in Hospitality or related field

Job description

Life Time, Inc. in Durango is seeking a Membership Concierge III to deliver premier member service, promote Life Time offerings, and contribute to club acquisition and retention goals.

You will lead on the Concierge Team, modeling service behaviors and helping create a welcoming, value-driven experience. Responsibilities include check-in, handling calls, educating members about programs, processing payments, and supporting retention by presenting options to members considering cancellation.