Member Experience Executive

Member Experience Executive

Location: Dubai, UAE

Job Type: Full Time

Location: One of Dubai's most iconic 5-star lifestyle destinations in Business Bay

Employer: Luxury hospitality & wellness brand, internationally recognized for premium guest experiences

Facilities: State-of-the-art Pilates studio, part of an upscale recreation and spa department

Reporting to: SPA & Recreation Manager / Pilates & Fitness Supervisor

This job description sets out the current duties of the job role that may vary from time to time without changing the general character of the job role or the level of responsibility entailed.

Working Days: 6 Days a week

Working Hours: 9-10 hours per day.

Package & Benefits:

Basic Salary: AED 6,000

• Top-Tier Commission Structure
• Duty Meals Provided
• Visa, Medical Insurance, Flights
• Opportunities for career growth within a global luxury brand
• Note: No accommodation/transportation provided

JOB SUMMARY

The Member Experience Executive is responsible for delivering a welcoming and professional front-of-house experience while playing a key role in driving revenue through the proactive sale of memberships, class packages, and private sessions. This position supports the day-to day operations of the studio by managing client inquiries, handling check-ins, and ensuring seamless service delivery.

Reporting directly to the Assistant Pilates & Fitness Manager, the representative is expected to consistently embody premium service standards, providing every guest with a personalized and high-quality experience.

The ideal candidate is highly sales-driven, goal-oriented, and passionate about health and wellness, with excellent interpersonal skills and a strong commitment to achieving and exceeding sales targets.

SCOPE / BUSINESS CONTEXT

Full Time position based at the property.

CANDIDATE PROFILE

Experience:

2+ years in sales or customer service (fitness/wellness industry preferred).

Skills and Knowledge:

• Computer literate (Excel, Word, PowerPoint, admin systems).
• Excellent communication and sales skills.
• Knowledge of Pilates or fitness concepts a plus.
• Familiarity with booking systems (e.g., Book4Time) an advantage.
• Strong written and spoken English.
• Good interpersonal skills, able to engage with diverse backgrounds.
• Ability to work under pressure and multitask.
• Flexibility with shifts, evenings, weekends, and holidays.
• Well presented with clear speech, physically active, energetic.
• Self-motivated and proactive, capable of working independently.

Education or Certification:

Minimum: High school diploma or equivalent (e.g., GED).

Preferred: Diploma or Bachelor's degree in Hospitality, Business Administration, Marketing, Sports Management, or related field.

CORE WORK ACTIVITIES

• Member Experience Responsibilities
• Greet and check-in clients with professionalism and warmth.
• Actively promote and sell memberships and class packages.
• Respond to inquiries via WhatsApp, email, phone, and walk-ins.
• Assist with appointment scheduling and payment processing.
• Maintain the front desk area and booking system.
• Track sales activity and follow up with leads and prospects.
• Prepare and submit regular sales and performance reports.
• Upsell retail items.
• Foster meaningful client relationships and build community.
• Promote a love for fitness, including yoga, Pilates, and reformer.
• Bring energy, confidence, and authenticity to client interactions.
• Demonstrate charisma, positivity, and relationship-building skills.
• Collaborate with colleagues to support a team environment.
• Attend team meetings and contribute proactively.
• Operations & Management Support
• Maintain professionalism and attentiveness to guest needs.
• Ensure studio/club maintenance and cleanliness.
• Enforce club rules and promote a safe environment.
• Ensure compliance with gym, health, and pool safety standards.
• Report and follow up on engineering or facility issues.
• Monitor and complete checklists as required.
• Participate in training sessions as per business needs.
• Support the Assistant Pilates & Fitness Manager with operations, new staff onboarding, and
• procurement follow-ups.
• Carry out brand and standards checks.
• Deputize for the Assistant Pilates & Fitness Manager when required.
• Support departmental supervision and performance.

OTHERS

Safety and Security

• Report work-related accidents or injuries immediately.
• Follow safety and security policies to maintain a clean, safe, and secure environment.
• Report thefts or incidents promptly.

Policies and Procedures

• Follow all company and departmental policies.
• Protect guest and colleague privacy and confidentiality.
• Maintain professional appearance and uniform standards.
• Safeguard company tools, equipment, and assets.
• Perform reasonable job duties as requested.
• Standard work week: minimum 48 hours.

Guest Relations

• Actively listen and respond to guest questions, concerns, and requests.
• Anticipate and address guest needs promptly and professionally.
• Engage in meaningful conversations, providing property and local information.
• Ensure every guest feels welcomed, appreciated, and given a fond farewell.

Communication

• Answer calls promptly and professionally.
• Communicate clearly and effectively with guests and colleagues.
• Collaborate and share information openly with the team.

Working with Others

• Treat colleagues with dignity, respect, and support.
• Handle sensitive issues with professionalism and confidentiality.
• Build positive and productive working relationships.
• Foster teamwork to achieve shared goals.

Quality Assurance

• Comply with quality assurance standards and audits.

Physical Requirements

• Use computer and booking systems efficiently.
• Stand, sit, or walk for extended periods.
• Lift/carry objects up to 10 pounds.
• Read and verify information in multiple formats.

BENEFITS AND OPPORTUNITIES

The Member Experience Executive will enjoy a competitive and comprehensive package with attractive benefits, including opportunities for professional development and career growth within a dynamic organization.

Job Type: Full-time

Pay: AED6,000.00 per month

Ability to commute/relocate:

• Dubai: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• Diploma (Preferred)

Experience:

• Front Desk Receptionist : 2 years (Preferred)
• Fitness/Sports/ Wellness Industry : 2 years (Preferred)

Language:

• English or Arabic Fluently (Preferred)

Location:

• Dubai (Required)

Willingness to travel:

• 100% (Preferred)