Member Service Lead
 Massachusetts General Hospital | |
 United States, Massachusetts, Boston | |
| 10 Whittier Place (Show on map) | |
 Apr 22, 2025 | |
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Provide day-to-day leadership of the health club working within the framework of the club's mission statement. Work in conjunction with other managers to achieve our goals and objectives of a state of the art fitness facility. The Member Services Lead will assist to provide a smooth operation, security and safety for members and staff. Establish and maintain guidelines for customer service of our members and their guests.
Oversee the general upkeep and safety of all areas within the facility. Always wear appropriate attire as listed under the dress code policy and ensure all Member Services staff demonstrate a high level of professionalism and are following proper dress code and work behavior Demonstrate leadership and act as a role model of conduct and performance at the Member Services Desk Maintain a clean and organized front desk. Ensure a full understanding of club management software including (focusing on) member check-in, group exercise reservations, and transactions. Create a monthly staffing schedule and fill in for staff as needed (nights and weekends required). Maintain the locker room rental locker system Serves as the lead customer service contact for members at the front desk, including answering questions, welcoming, tours, non-sufficient fund follow up, annual invoices, and other member communications Be an informational resource for members and guests of the club. Overall responsibility to maintain all upkeep to members' accounts; audit and correct membership applications, registration forms and all membership documents. Handle in-person members and phone calls related to membership account inquires, problems, etc. Support and assist Manager with Member Service policies and procedures, goals and objectives, issues and concerns, incident reporting, sales promotions, and administrative forms. Assist in supervising Member Service Team and coordinate team meetings/trainings with Manager. Assist with continuous enhancement and improvement of the onboarding experience for Members and Staff. Send communications about Membership and Program updates to staff and Manager. Work as a liaison with the management team. Ensure adherence to the hospital code of ethics. Serves on a MOD schedule including responding appropriately to all emergency situations involving the facility, member and staff safety Performs other miscellaneous job-related duties as assigned by the Management Team. Physical Requirements
The General Hospital Corporation is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. | |