Fitness Concierge

Role And Responsibilities

The Fitness Concierge is a key support role within the Personal Training team, responsible for ensuring smooth operations on the fitness floor and delivering exceptional service to members and guests.

• Manage the fitness floor, ensuring it is clean, safe, and orderly by performing tasks like picking up loose items (towels, water bottles, etc.), cleaning equipment, racking weights, and maintaining organized small equipment storage.
• Affectively assist and educate members on the safe and correct use of cardio and weight training equipment.
• Ensure any safety issues on machines (towels, bags, loose parts, etc.) are cleared promptly.
• Teach and assist members with machine adjustments and registration, including use of matrix and Technogym machines.
• Ensure fitness rooms are stocked and clean (wipes, tissues, towels, etc.). Perform routine cleaning and maintenance of gym equipment and supports opening/closing duties.
• Respond to member feedback and issues in a timely and effective manner, escalating when necessary.
• Provide tours of the fitness facilities to new or prospective members.
• Aid members with using the club app to sign up for group exercise classes and navigate other services.
• Promote and sell personal training packages, making recommendations based on member goals, health history, and preferences.
• Generate leads for personal training, schedule lead generation activities, and support trainer development.
• Process payment transactions for personal training sessions and updates the list of active clients monthly.
• Audit the personal trainer calendars for discrepancies on a monthly basis.
• Assist in the implementation of new fitness programs/classes.
• Support and encourage members to meet their fitness goals, creating an environment conducive to achieving personal fitness milestones.
• Assist with onboarding new trainers, including walkthroughs of gym setup, booking workouts, and equipment orientation.
• Answer the phone in a friendly, helpful manner, directing calls to the appropriate department as needed.
• Maintain and update administrative documents, such as sops for concierge responsibilities, personal training purchases, and service requests.
• Utilize scheduling tools to manage trainer availability, book sessions, and ensure the team meets member needs.
• Handle injury, illness, and security incident reporting.
• Alert the operations staff to repairs and maintenance needs in the club.
• Submit work order requests for service technicians.
• Assist the fitness director with new member outreach and follow-up with infrequent users.
• Serve as a point of contact for new member acquisition and retention interactions.
• Collaborate with all May Center departments to maintain facility operations and interdepartmental efficiency.

Qualifications

• Provide exceptional customer service to potential and existing members.
• Be a club ambassador, knowledgeable about all club services and programs.
• Maintain positive and ongoing relationships that support the member experience.
• Show a willingness to learn new things.
• Must be detail oriented, organized, and highly responsive with a commitment to customer service.
• Strong verbal communication skills.
• Basic computer skills, customer service skills, results oriented, ability to multitask, and commitment to the fitness and wellness industry.
• AED/CPR/First Aid Certified.
• Proof of citizenship or legal status.
• Willing to obtain National Personal Training Certification(s) preferred (see approved Certification, Licenses and Permits list) as well as modality specific certifications as required by role (if applicable).