Member Services Lead

Member Services Lead

The Member Services Lead supports the day-to-day front desk operations by serving as a shift leader and primary point of contact during assigned hours. This role is highly hands-on, responsible for executing the team schedule, supporting team members on shift, and ensuring a consistently high level of member experience. The Lead partners with management but does not have direct responsibility for hiring, performance management, or departmental budgeting.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Serve as the shift leader on the front desk, ensuring smooth daily operations

Create and manage team schedules; ensure proper shift coverage and make real-time adjustments as needed

Provide on-the-floor guidance, support, and coaching to team members during shifts

Act as the first point of escalation for member questions, concerns, and service recovery

Model exceptional customer service and set the tone for the team

Assist with onboarding and training of new team members (in partnership with management)

Monitor front desk operations and identify opportunities for improved efficiency and service

Communicate club updates, events, and expectations to team members

Maintain cleanliness and organization of the front desk and surrounding areas

Support club events and initiatives through front desk execution and member engagement

Maintain regularly scheduled hours on the desk, actively working scheduled shifts

Provide last minute shift coverage as required, up to a maximum of 40 hours per week

Requirements

Required Competencies, Education, and Experience

High School diploma required; college coursework preferred

Prior customer service experience required

Previous experience in a lead or senior team member role preferred

Strong interpersonal and problem-solving skills

Ability to remain calm and solution-oriented in a fast-paced environment

Strong organizational skills, particularly around scheduling and shift coordination

Proficient computer skills

Physical Demands

Must be able to stand, walk, sit, lift, stretch, reach, and bend throughout a shift

Ability to work varied shifts including days, evenings, weekends, and holidays

Company Expectations

Read, sign, and abide by the policies included in the Team Member Handbook

Park in team member-designated areas

Club cleanliness is an all-team responsibility; assist whenever necessary in any area of the club to keep the club neat and clean

Assist with Service Days

Assist with acac programs, special events, or activities outside your department

Promptly return messages

Exhibit a positive attitude at all times

Deliver five-star service to members and guests with friendliness, direct eye contact, and a pleasant demeanor at all times

Affirmative Action/EEO statement

acac is an equal opportunity employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, age, national origin, ancestry, citizenship, disability, or veteran status.

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member for this job. Duties, responsibilities and activities may change at any time with or without notice.