Member Services Department Head Job

Member Services Department Head-ROC00489

Description


Responsible for the overall direction, coordination and supervision of the Member Services department including Front Desk, Account Services and Activity Center desks and adult programming (racquetball, squash, basketball, etc.). Deliver the highest quality customer service to all members and guests through professional greetings, account maintenance, and extensive knowledge of all Life Time Fitness products and services. Ensure team members proactively meet the needs of members, accurately answer questions and actively promote all activities and programs by having a complete understanding of the activities by working with peer managers and developing relationships with members, anticipating ways to enhance the Life Time partnership with our members. Operate adult programs successfully meeting financial goals and exceeding member expectations.

All aspects of this job directly impact revenue, member retention and overall customer service. Upholds the Life Time Fitness Mission and Vision.

Major Duties & Responsibilities

Member Experience


1. Handle members efficiently at all member service desks, setting an energetic, helpful and friendly tone for the club consistent with the Mission.


2. Responsible for overall member satisfaction. Establish genuine relations with, and connect all members to their interests groups through management of myEvent activities and customization of the e-newsletter for the club. Responsible in particular for members not being followed closely by a Member Engagement Advisor.


3. Communicate regularly with members engaging them in all programs and interest groups via in-person, web, individual and e-newsletter email communication.


4. Ensure all team members initiate, develop and maintain personalized relationships with members, adding value to the memberships through educated conversations.


5. Ensure all team members provide accurate information on programs, products, and services.


6. Create an environment for robust adult programs, catering to the local club members by ensuring member awareness, connecting like-minded members and developing creative game opportunities.


7. Responsible for facility scheduling and space utilization optimization pertaining to member based programs.

Sales & Promotion


1. Market, promote, and sell programs and services throughout the club using approved marketing materials and processes to increase participation. Partner with Member Engagement Advisors, Fitness and Kids Activities managers in particular, along with interest group leads to promote programs.

Financial & Budgetary


1. Develop a monthly business plan working with other DHs, especially the Fitness and Activities managers and communicate to General Manager.


2. Responsible for achieving or exceeding monthly and annual department budget.


3. Monitor payroll at all member service desks (Front Desk, Account Services and Activity Center), taking corrective action as necessary to ensure labor costs are within the budget while adjusting staffing due to seasonal needs.


4. Ensure Front Desk and Activity Center cash drawers are properly closed and balanced each day.

Managerial & Supervisory


1. Recruit, interview, hire and oversee training of new Member Service team members (Front Desk Member Service staff, Member Service Specialists at the Activity Center, basketball league coordinator and racquetball/squash coordinator/pro).


2. Continually communicate and train team members on programs and schedules.


3. Oversee Member Services Lead in scheduling team members (Front Desk, Account Services and Activity Center).


4. Observe and evaluate services provided to members at the Front Desk, Account Services, Activity Center and adult programming.


5. Assess individual performance, provide feedback, and recognition to team members.


6. Facilitate department meetings and trainings for all member services staff, and include the Business Administrator.


7. Ensure cleanliness and presentation of the department and programs by conducting daily audits.

Responsibilities of All Positions

* Support and articulate the Life Time Fitness mission statement * Adhere to company policies and procedures * Ensure cleanliness of the club using all 6 senses: * Sight to ensure club is neat and orderly * Sound to ensure music/sound levels are appropriate * Touch to ensure floors, countertops, etc are clean and dry * Taste to ensure food & beverages in the café are up-to-standards * Smell to ensure the club is fresh and odor free * Energy

Customer Service:

Demonstrate positive attitude and actions through a display of courtesy, service, cooperation, hospitality, sensitivity, and professionalism to internal and external customers

Safety:

Safety responsibilities include:

* Use all required safety devices and personal protection equipment * Comply with all company safety rules * Use all required safety devices and personal protection equipment * Report accidents and injuries to supervisor as soon as possible * Participate in safety training and safety inspections * Suggest methods of preventing hazards to safety committee

Qualifications:

Minimum Qualifications

Education:

· Four-year college degree

Experience

· 5 to 7 years managerial experience

· 5 to 7 years customer service experience

· 5 to 7 years experience in event coordination and program planning and management

Licenses / Certifications / Registration:

· CPR/AED certification

Primary Location MI-Rochester Hills

Schedule Full-time

Job Level Manager with Direct Reports

Shift Day Job

Nearest Major Market: Detroit
Job Segments: Compensation, Customer Service, Customer Service Representative