Member Relations

Member Relations

Member Relations plays an integral role in providing an elevated, seamless experience for HEIMAT members and guests. This role is responsible for welcoming members, providing concierge services, supporting fitness operations, and handling administrative duties. This role requires strong interpersonal skills, a proactive approach, and alignment with HEIMAT's luxury wellness brand standards. This role reports to the Operations Manager - Heimat.

Responsibilities include:

• Serve as first point of contact at check-in; creating a welcoming and elevated environment that reflects HEIMAT's signature hospitality.
• Stay informed on the latest offerings within the club and community to guarantee the members' experience is exceptional.
• Conduct new fitness member inductions, assist with welcome tours and aid members in navigating the various areas of the club.
• Assist members with booking spa appointments, pool cabanas, class bookings, and restaurant reservationsproviding seamless coordination across amenities.
• Prepare New Member welcome gifts.
• Be comfortable discussing all of Heimat's amenities.
• Be confident reaching out via phone or email to assist with account updates, payment info, and general inquiries. Be comfortable with both cold calls and warm conversations.
• Perform administrative duties including the following but not limited to, filing member's contract, data entry, telephone and email correspondence, updating members' contact information.
• Proactively monitor member satisfaction and relay member insights and experience feedback to managementadvocating for the continuous refinement of our services.
• Maintain regular and seamless communication with new and existing members by being approachable, detail oriented, and having presence on each floor to speak with members in person.
• Partner with Resident Trainers and Group Fitness Instructors on various fitness tasks, ensuring the HEIMAT guests receive the ultimate exclusive experience in fitness training.
• Complete full Fitness Studio Set up for Class Formats and assist with member check for class registration records.
• Assist with Fitness Studio resets post class in tandem with maintenance department, including maintaining order and cleanliness on the fitness floors and across six different group fitness studios.
• Assist the Fitness and Marketing team in the set up and breakdown of special events.
• Attend developmental and team meetings to stay aligned with club standards and deepen your understanding of HEIMAT's evolving offerings.
• Any other tasks and/or duties as assigned by management.

Requirements include:

• Minimum of 2 years of service industry experience.
• Proficiency in using POS systems, and relevant business software; adaptable to learning new technologies and tools as needed.
• Prior experience in Boutique Fitness training, operations, or management is a strong plus.
• Exceptional communication skills- clear, articulate, and professional in both verbal and written formats.
• Ability to manage multiple priorities in a fast-paced, dynamic environment with excellent time management and organizational skills.
• Experience in personal or membership based sales with proven ability to drive engagement and retention.
• Comfortable handling high-volume phone lines while maintaining warmth, accuracy, and professionalism.
• Flexibility to work varied shifts, including mornings, evenings, weekends, holidays, and during special events as needed.
• Dependable and accountable; takes full ownership of responsibilities and follows through on execution.
• Willingness to adopt and implement app-based technology to enhance member onboarding and training experience.
• Understanding or appreciation of multiple fitness modalities is preferred.
• Must be able to lift up to 50 lbs and navigate stairs throughout the day across multiple floors.
• A collaborative team player who is supportive of all HEIMAT's offerings and is enthusiastic about being a founding trainer for a growing brand.