Guest & Member Services Director

HealthFitness, a Trustmark company, is a proven leader in providing fitness solutions that engage and connect people both on-site and online, to create a strong community of health. Our work focuses on creating meaningful connections with each of our participants to help them move forward. We foster each individual's journey by creating communities of health within the organizations we serve - so that everyone is supported. As an employee of HealthFitness you will enjoy a variety of health and financial benefits and receive competitive pay. We provide personal and professional support, training and development and flexible employment opportunities.

About the role

The Walton Family Whole Health & Fitness, managed by HealthFitness, is hiring for a Member Services Director in Bentonville, Arkansas. As part of the leadership team, the Member Services Director is responsible for directing front desk operations and delivering a positive experience with exceptional customer experience to the eligible Walmart population. This position has up to 20+ direct reports (Front Desk Coordinator, Lead Front Desk Receptionist, and Front Desk Receptionists both full & part-time).

Responsible for directing front desk operations and delivering a positive experience with exceptional customer satisfaction to the eligible member population.

Key Accountabilities:

• Partners with the on-site Business Operations and Leadership team in the development and implementation of desk protocol and general customer service procedures for front desk (reception) and departmental desks.

• Along with the Business Operations and Member Experience teams, carries out supervisory responsibilities in accordance with HealthFitness policies, procedures and applicable laws including recruiting, orienting, training, evaluating, developing, and planning the succession of front desk associates. Plans, assigns, and directs work assignments to ensure front desk staff remain challenged and productivity is maximized.

• Ensures all front desk staff are properly trained. Provides continuous feedback to ensure excellence in customer service delivery and develops strategies for improving the associate/member experience that supports grassroots positive customer/member satisfaction. Conducts formal performance appraisals and formal corrective action process when warranted.

• Leads regular staff meetings to ensure front desk staff are informed about HealthFitness and Walmart policy updates and department events.

• Submit employment forms, payroll records, and billing worksheets accurately and according to contract provisions and HealthFitness policies.

• Supports the development, interpretation, and enforcement of all systems, policies, and procedures of the overall facility programs and services, closing any gaps necessary to maintain safety, service quality, and compliance .

• Tracks member satisfaction as it relates to front desk customer service delivery.

• Ensures the front desk staff has an awareness of campaigns, marketing and communication content, and special events to deliver quality customer service and interpretation of program information to prospective and current members on a regular basis.

• Manages all front desk customer service activities in accordance with HealthFitness operational, quality, safety, and service standards.

• Other duties as needed/assigned.

Minimum Requirements:

• Bachelor's degree in Hospitality Management, Communication, or related discipline or the equivalent combination of education, certifications, and experience.

• 5+ years of prior supervisory experience managing large frontline teams containing both full & part-time staff.

• Adult & Pediatric CPR/AED and First Aid certifications (in-person/blended classes only) from American Heart Association, American Red Cross, National Safety Council, or American Safety & Health Institute upon hire.

• Strong background in situational leadership and team management, implementation of customer service and process improvements, strategic problem solving, and confident interpersonal skills including in-person, over the telephone, and email communication.

• Ability to effectively organize and prioritize work demands, meet deadlines, and collaborate with other business units.

• Ability to handle difficult or unexpected situations in the workplace, including escalations and difficult interactions, as well as complex business challenges by demonstrating sound, inclusive reasoning, and judgement.

• Ability to navigate a fast-paced, high-demand environment as well as slower times and remain productive in both.

• Quick learner with adaptation skills for new software and apps from both the administration side and member facing components.

• Proficient in technology, including Microsoft 365 programs (Word, Excel, Outlook, SharePoint) with the ability to manage multiple communication channels, including both HealthFitness and client email accounts and calendars; as well as a strong working knowledge of member management systems, databases, and tools.

• Ability to stand and be mobile at least 50% of shift.

Preferred:

• 5-7 years of experience working in a high-volume, customer-facing, leadership/management role in the field of hospitality, large-format retail, fitness/recreation operations, and/or corporate wellness.

Applicants must meet hiring requirements including but not limited to pre-employment drug test. Compensation: $65,000/Year - $75,000/Year. Pay is dependent on experience and qualifications.

Brand: HealthFitness

Come join HealthFitness! Join a team that will not only utilize your current skills but will enhance them as well. We offer a comprehensive benefit package that includes Medical/Dental/Vision plans including HSA, PPO and FSA options, retirement/401(k) with employer matching program, fitness and wellness programs incentivized with medical plan discounts, certification reimbursement program, tuition reimbursement, paid new parent leave, paid Holidays and PTO (starting at 3 weeks for full-time associates), volunteer paid time off and much more.

HealthFitness is committed to leveraging the talent of a diverse workforce to create great opportunities for our people and our business.? We are an equal opportunity employer, including disability and protected veteran status.