Membership Manager on Duty

The Membership Manager on Duty is responsible for overseeing membership operations, ensuring exceptional customer service, and maintaining a positive and engaging environment during assigned shifts. This role focuses on driving membership sales and retention, addressing member concerns, and ensuring the smooth operation of the facility. As the on-duty leader, the Membership Manager on Duty supports staff, upholds policies, and ensures the highest standards of service and safety.  

This job announcement is not intended to be inclusive of all functions, responsibilities and qualifications associated with the position, however, representative of the essential job functions and typical criteria considered necessary to successfully perform the position.

• →Leadership & Oversight: Serve as the primary point of contact for membership operations during assigned shifts, providing support and guidance to front desk staff
• →Actively promote membership benefits, conduct facility tours, and develop relationships with prospective and current members to drive sales and retention
• →Customer Service Excellence: Provide outstanding service through one-on-one interactions, phone calls, and emails, addressing member inquiries, concerns, and feedback in a professional and timely manner
• →Ensure that staff in various departments (e.g., lifeguards, Child Watch, birthday parties, and other program areas) are performing their duties effectively and meeting member needs. Address performance concerns as necessary and support staff in delivering high-quality service
• →Handle and resolve membership concerns, escalating unresolved or unusual situations to the appropriate supervisor
• →Regularly monitor the building and grounds to ensure cleanliness, safety, and a welcoming environment for all members and guests
• →Perform essential maintenance tasks as needed, including pool maintenance checks, setting up sports equipment, and cleaning if maintenance staff are unavailable. Ensure the facility remains functional and presentable for members and programs
• →Uphold and effectively communicate facility policies and procedures to members and staff
• →Assist with membership promotions, special events, and community engagement initiatives
• →Assist in maintaining membership records, transactions, and ensure accurate tracking of member interactions and inquiries.
• →Manage an assigned Membership Project: Take ownership of a designated membership project, ensuring it is organized, maintained, and followed through to support the effective daily operations and a positive member experience. 

*This is not an exhaustive list of job duties. Other duties, responsibilities and activities may be assigned.

• Minimum of 1-2 years of management or supervisory experience in customer service, sales, or a related field
• Ability to work Evenings and Weekends
• Strong leadership and problem-solving skills
• Experience in membership services, sales, or front desk operations preferred
• Excellent communication skills (in-person, phone, and email)
• Ability to handle difficult situations professionally and calmly
• Knowledge of facility policies and procedures or willingness to learn
• CPR certification within 90 days of hire