Membership Concierge Manager

LTFMGTCO LTF Club Management Co; Franklin (VA); On-site; USD 70,000 - 95,000; Full time

Job summary

Life Time is seeking a Membership Concierge Leader in the United States to guide the Membership Concierge Team and drive excellence in guest experience and member retention. You will connect all club departments to ensure seamless operations and foster value-based relationships that support members in achieving healthy lifestyles.

The role requires strong leadership, superb communication, and a commitment to professional development, with a view toward advancing into a General Manager position.

Qualifications

• Written and verbal communication skills are essential.
• Customer service, service recovery and sales experience preferred.
• Experience in business planning and managing processes, expense and revenue tracking.

Responsibilities

• Participates in Life Time's classes, activities and programming.
• Leads in zone with service excellence and member connectivity.
• Onboards and certifies team members; provides guidance and feedback.
• Manages schedules and zone rotations for optimal performance.
• Executes business protocols including member acquisition and retention.

Skills

Leadership

Customer service

Sales

Budgeting / expense tracking

Team building

Communication

Business planning

CRM experience

Education

High School Diploma or Equivalent

Bachelor's or Associate's degree (preferred)

Tools

Microsoft Dynamics CRM

Microsoft Office Suite

Job description

Position Summary

The Membership Concierge Leader delivers a best-in-class experience for all members and guests through leadership of the Membership Concierge Team. You will build and participate in a culture which delivers excellence in the guest experience, service execution and member retention as aligned with our premium brand. In this role, you will leverage your expertise to drive a team creating value-based relationships connecting members and guests to programs and services which help meet their healthy way of life goals. This position will serve as the right hand to the Club General Manager, connecting all in-center departments to ensure seamless operations, partnership and member engagement. The Membership Concierge Leader will embody a growth mindset, desire to develop professionally, and ambition to advance into a General Manager role. This role requires excellent leadership, excellent communication skills, and a deep commitment to enhancing the member experience while aiding in the success of the entire club.

Job Duties/Responsibilities

• Regularly participates in Life Time's classes, activities, events and programming
• Embodies the Life Time brand commitment to a healthy lifestyle professionally and personally
• Leads in zone by exemplifying service excellence and being a member connectivity specialist
• Encourages team members to exceed their own expectations and aim for higher performance
• Onboard and certify team members - Cast to perfection and certify to exhaustion
• Provides guidance, help, coaching, and feedback to enhance member engagement
• Meticulously manages schedules and zone rotations to ensure optimal performance and efficiency
• Functional pro in executing business protocols including new member acquisition, existing member retention and new member connectivity

Minimum Required Qualifications

This position requires a high level of skill related to written and verbal communication, customer service, service recovery, business planning, management of processes, expense and revenue tracking, team building and sales.

Education:

High School Diploma or Equivalent

Years of Experience:

• 3+ years of managerial experience
• 3+ years of customer service experience
• 3+ years of sales experience
• 3+ years of achieving budget goals

Licenses / Certifications / Registrations:

CPR/AED certification required within 30 days of hire

Preferred Qualifications:

• Bachelor's or Associate's degree
• Hospitality management or similar degree/certification
• Fitness related experience including PT or Group Fitness certification
• Superior time management skills
• Ability to prioritize tasks
• Adapts to change and innovation
• Experience with Microsoft Dynamics CRM and Microsoft Office Suite

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.