White-Glove Member Experience Lead

Equinox; Boston (MA); On-site; USD 18,000 - 26,000; Full time

Benefits offered by this job

Competitive salary & benefits

Commission opportunities

Complimentary Club membership

Discounts on services and products

Job summary

The Experience Lead at Equinox is the standard-bearer on the club floor, combining service excellence with operational discipline to maintain a pristine fitness space and a welcoming member experience.

You will supervise floor activities, support front desk operations, and drive engagement with members through knowledgeable, hospitality-driven service and safe, clean environments.

Qualifications

• Genuine passion for health, fitness, and hospitality.
• Strong interpersonal and communication skills.
• Ability to multitask in a fast-paced, high-touch environment.
• Proven ability to engage members and influence behavior with professionalism.
• CPR/AED certification, or willingness to obtain upon hire.

Responsibilities

• Maintain immaculate fitness floor standards through continuous re-racking, organization, cleaning protocols, and equipment presentation
• Conduct daily equipment checks and complete opening and closing checklists; elevate maintenance needs promptly
• Maintain a constant, active floor presence — monitoring usage and staying ahead of member needs
• Support front desk and facilitate seamless group fitness class transitions as needed (concierging)
• Maintain current CPR/AED certification and serve as the on-floor first responder for medical incidents and emergencies
• Ensure full adherence to LPMS and all company safety standards, addressing member conduct proactively and professionally
• Deliver a warm, personalized, white-glove experience for every member, with special attention to first-time members
• Engage members proactively, building relationships that drive retention and address poor member behavior
• Promote and assist in booking Equifit sessions, Spa services, and Pilates through educated, service-based selling
• Maintain sharp knowledge of current offerings, pricing, and promotions

Skills

Customer service

Interpersonal communication

Multitasking

Guest engagement

CPR/AED certification

Job description

Equinox Group is a high-growth collective of the world's most influential, experiential, and differentiated lifestyle brands. We restlessly seek what is next for maximizing life - and boldly grow the lifestyle brands and experiences that define it. In addition to Equinox,ourother brands,SoulCycle and Equinox Hotelsare all recognized for inspiring and motivating members and employees to maximize life.Ourportfolio of brands is recognized globally with locations within every major city across the United States in addition to London, Toronto, and Vancouver.

OUR CODE

We are passionate abouthigh performance livingand we practice what we preach – investing time in our own health and fitness.We believe that everyone has untapped potential within them and it takes adisruptive approachto unleash it. Wedream bigand don’t settle for the status quo. Wesweat the details. We never accept less than110%tohelp each otherdeliver the Equinox experience and enable our members to get great results. We are obsessed with what’s new, what’s now,what’s next. Never following, always leading, living ahead of the moment in fashion, culture and consumer behavior. We aren’t just a company; we’re a community vested in each other’s success. We valuehumilityand ateam approachat every level of the company.

Job Description

The Experience Lead is the standard-bearer of the club floor — a highly visible, service-obsessed operator who keeps the fitness floor immaculate, safe, and unmistakably Equinox. Blending operational precision with anticipatory hospitality, this role elevates the member experience at every touchpoint, protects the club environment, and drives ancillary revenue through educated, service-based engagement.

RESPONSIBILITIES

Maintain immaculate fitness floor standards through continuous re-racking, organization, cleaning protocols, and equipment presentation

Conduct daily equipment checks and complete opening and closing checklists; escalate maintenance needs promptly

Maintain a constant, active floor presence — monitoring usage and staying ahead of member needs

Support front desk and facilitate seamless group fitness class transitions as needed (concierging)

Maintain current CPR/AED certification and serve as the on-floor first responder for medical incidents and emergencies

Ensure full adherence toLPMSand all company safety standards, addressing member conduct proactively and professionally

Deliver a warm, personalized, white-glove experience for every member, with special attention to first-time members

Engage members proactively, building relationships that drive retention and address poor member behavior

Promote and assist in bookingEquifitsessions, Spa services, and Pilates through educated, service-based selling

Maintain sharp knowledge of current offerings, pricing, and promotions

Qualifications

Qualifications

Genuine passion for health, fitness, and hospitality

Strong interpersonal and communication skills

Ability to multitask in a fast-paced, high-touch environment

Proven ability to engage members and influence behavior with professionalism

CPR/AED certification, or willingness to obtain upon hire

Flexible availability, including early mornings, evenings, weekends, and holidays

Minimum of 1 year in customer service or related experience

Reliable, professional, computer literate, energetic, and friendly

ESSENTIAL PHYSICAL REQUIREMENTS

Must be able to perform all essential physical aspects of the position which may include standing for long periods of time, sitting, constantly walking, squatting, stooping, reaching, and bending above and below shoulder height

Must be able to perform pushing, pulling andlifting upto50lbsat a time

Pay Transparency: $16.00 per hour

Additional Information

AS A MEMBER OF THE EQUINOX TEAM YOU WILL RECEIVE:

• We offer competitive salary, benefits and industry leading commission opportunities for club employees
• Complimentary Club membership
• 30- 50% discounts on all Equinox products and services including Personal Training, Private Pilates, Spa and Café’ services and Shop items

NOTE: This job description is intended to describe the general requirements for the position. It is not a complete statement of duties, responsibilities or requirements. Other duties not listed here may be assigned as necessary to ensure the proper operations of the department.

Equinox is an equal opportunity employer. For more information regarding our career opportunities, please visit one of our clubs or our website athttps://careers.equinox.com/

All your information will be kept confidential according to EEO guidelines. Must have a legal right to work in the United States.

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