Member Services Lead

Description

ALLIANCE PERFORMANCE

Member Services Lead

Department: Front Desk / Member Services

Reports To: General Manager and Assistant General Manager

Location: Fair Lawn

Position Summary

The Member Services Lead is responsible for the day-to-day performance of the front desk and member services team at Alliance Performance. This role owns the first and last impression of the member experience, staffing the desk appropriately, training and coaching Member Services Associates, enforcing service and phone standards, and resolving member issues that associates can't close on their own. The Lead reports jointly to the General Manager and Assistant General Manager and acts as the on-shift authority for front desk operations. Day-to-day direction, scheduling, and coaching are managed through the AGM; the GM is the escalation point for issues the AGM cannot resolve.

Key Responsibilities

Team Leadership & Development

• Supervise, schedule, and coach a team of Member Services Associates across all shifts, ensuring adequate desk coverage during peak hours.

• Lead onboarding and ongoing training for new associates, including front desk phone script adherence, POS/check-in system proficiency, and service standards.

• Conduct regular shift huddles and one-on-one coaching sessions with associates.

• Build and maintain the front desk schedule, manage shift swaps and call-outs, and ensure timely clock-in/clock-out compliance.

Member Experience & Retention

• Serve as the first point of escalation for member complaints, billing disputes, and service recovery situations that associates cannot resolve; escalate to the AGM, or the GM if the AGM is unavailable or the issue requires GM-level authority.

• Model and enforce a consistent, high-touch check-in and greeting experience aligned with the Alliance Performance brand standard.

• Monitor member feedback (in-person, phone, digital) and flag recurring issues or trends to the AGM.

• Support new member onboarding logistics, including facility orientation scheduling and initial touchpoint follow-up.

Sales, Retention & Front Desk Operations

• Support tour scheduling, lead capture, and front-desk-level sales conversations for prospective members and guests.

• Own front desk retail and vending operations, including inventory checks and coordination with vendor partners (e.g., Better Snacks).

• Track and report daily/weekly front desk metrics (check-ins, walk-ins converted, cancellations processed) to support the weekly revenue dashboard.

• Ensure accurate handling of membership freezes, cancellations, and billing updates per company policy.

Operations & Administration

• Maintain front desk supplies, cleanliness, and presentation standards; report facility issues to the appropriate team.

• Ensure compliance with cash handling, POS reconciliation, and opening/closing procedures.

• Partner with the AGM and GM on staffing needs, associate performance reviews, and front desk process improvements.

• Document performance issues and escalate to the AGM/GM as needed.

• Uphold safety, emergency, and incident-reporting protocols at the front desk.

Qualifications

Required

• 1-2 years of experience in a member services, front desk, hospitality, or retail supervisory role.

• Demonstrated ability to lead, train, and hold a small team accountable.

• Strong verbal communication skills and comfort with direct member conflict resolution.

• Proficiency with point-of-sale and club management software (e.g., ABC Fitness / similar platforms), or ability to learn quickly.

• Availability to work a flexible schedule, including early mornings, evenings, and weekends.

Preferred

• Prior experience in a fitness, athletic performance, or healthcare-adjacent front desk environment.

• Familiarity with membership sales or lead conversion processes.

• CPR/AED certification (or willingness to obtain within 30 days of hire).

Physical Requirements

• Ability to stand for extended periods and move throughout the facility.

• Ability to lift up to 25 lbs (retail/vending stock, supplies).

Success Metrics

• Front desk staffing coverage and schedule adherence.

• Member satisfaction / complaint resolution turnaround.

• Associate onboarding time-to-proficiency.

• Front-desk-influenced tour and conversion volume.

Background Check Requirement: Employment is contingent upon the successful completion of a background check, which may include verification of employment history, education, criminal records, and other relevant information as permitted by law