Guest Relations Teammate

About the role

The Guest Relations Teammate delivers excellent customer service to build relationships with guests and prospects, ensuring happy and satisfied gym members. This role involves understanding the company’s products and services—including fitness, exercise equipment, and wellness programs—and generating leads through phone calls, walk-ins, and member referrals. The Guest Relations staff member sells personal training, conducts guest tours, and maintains club cleanliness and atmosphere.

Responsibilities

• Ensure an exceptional guest experience at all levels and maintain high member satisfaction.
• Perform daily club inspections and complete assigned cleaning tasks.
• Encourage member feedback using the QR code at the front desk.
• Sell, upsell, and cross-promote memberships, services, and products.
• Maintain a clean, presentable, and welcoming environment.
• Adhere to company policies and address issues promptly.
• Demonstrate accuracy in CRM software transactions.
• Communicate effectively with prospects, members, and guests.
• Make a minimum number of calls daily and log notes in lead generation software.
• Schedule at least five guest tours per day.
• Participate in daily huddles and coaching with Senior Team Lead and/or General Manager.
• Stay knowledgeable about marketing promotions and work toward individual and team goals.
• Communicate updates, promotions, and information to guests and members.
• Accurately perform sales, scheduling, and other transactions in CRM and lead generation systems.
• Assist members and guests with inquiries about memberships, appointments, and guest experience topics.
• Perform other duties as assigned.

Requirements

• High School diploma or equivalent.
• Passionate team player with strong interpersonal, communication, and motivational skills.
• Proficiency in computer applications, including Google Suite, CRM software, and lead generation systems.
• Ability to multitask with strong time management skills.
• Ability to complete tasks accurately and meet strict or conflicting deadlines.
• Exceptional customer service experience and skills.

Physical Requirements

• Ability to work evenings, weekends, and holidays as needed.
• Frequently lift 25 pounds or more.
• Ability to stand for at least eight hours per day when required.