Member Services Manager

MVP Sports Clubs - Rockford, MI

Part-time - Mid Level

Rockford, MI

Amusement, Gambling, and Recreation Industries

About the position

The Member Services Manager is responsible for knowing all members, manage any customer concerns and emergencies, and ensure the facility is maintained at appropriate levels through leadership of multiple front-line teams. Emphasis will always be on providing a world class customer experience, from first customer interaction through length of membership, with the collective goal of member retention. This position is a part of the Member Services Department and reports to the Director.

Responsibilities

• Know, understand, and exemplify the MVP Sports Clubs Values and Service Standards.
• Ensure that all Team Members (in and out of their department) know, understand, and exemplify the MVP Sports Clubs Values and Service Standards.
• Responsible for all aspects of the Assistant Managers team including interviewing, onboarding & training, service desk operations, membership sales, and housekeeping.
• Coaching, disciplining, and conducting team member reviews.
• Scheduling to provide appropriate coverage and covering shifts when needed.
• Cross train in all areas of the facility to gain knowledge and understanding of each entity.
• Interact with and build relationships with all member/guests with a focus on member retention.
• Ensure all members, prospective members and guests are greeted and checked in properly.
• Enforce club rules and guidelines, taking appropriate action where indicated.
• Resolve any member issues through effective customer service skills.
• Ensure that the service desk and fitness floor areas are clean and safe at all times.
• Manage incident reports appropriately as the primary responder in emergency situations.
• Carry out incoming tours and new member sign ups, and show initiative to close a new sign up.
• Audit new membership sales to ensure all data points are in line.
• Purchase, inventory and invoice all first aid supplies.
• Order and maintain appropriate levels of locker room supplies and general building supplies monthly.
• Assist with retail operation by restocking retail displays and communicating with corporate services retail team about building needs.

Requirements

• Bachelor's degree in related field strongly preferred.
• Minimum of five (5) years' experience working in a health club.
• At least two (2) years of supervisory responsibilities.
• First Aid/CPR Training.
• Strong communication and leadership skills to supervise and motivate a team.
• Customer service skills to handle challenging situations.
• Excellent organizational skills.
• Must be able to work extra hours, weekends and holidays.
• Ability to handle multiple tasks and functions while maintaining a low personal stress level.
• Physical Requirements: Bend, stoop, crouch, climb, stand, sit and turn/pivot; Lift/lower, push, pull and carry up to 40 lbs.

Benefits

• Athletic club access for team member and any spouses and dependents.
• Discounts on memberships for additional family members.
• Member rates for participation in services/programs.
• 25% off retail, food, and beverage discount.
• Health, dental, vision, and life insurance for full-time employees.
• Long/short-term disability for full-time employees.
• Paid maternity and paternity leave for full-time employees.
• PTO for full-time employees.
• 401k participation available after completing one year of service.