Member Services Manager

Position Title: Member Services Manager

Department: Operations / Membership
Reports To: Membership Director
Status: Full-Time
Hours: 10am-7pm (Monday-Friday)
Compensation: FT Non-Exempt + Benefits

Position Summary

The Member Services Manager leads the daily operations of the front desk and membership services, serving as the primary point of contact for members, guests, and internal staff. This role is responsible for delivering a high-quality member experience through efficient registration, communication, scheduling, and issue resolution while ensuring accurate records, timely reporting, and consistent follow-up on member accounts. The Member Services Manager plays a critical role in coordinating across departments, maintaining facility standards and visuals, supporting operational compliance, and keeping office systems organized and running smoothly. This position requires strong leadership at the desk, attention to detail, and the ability to manage multiple priorities in a fast-paced, member-focused environment.

Key Responsibilities

Front Desk, Phones & Scheduling

• Answer and direct incoming phone calls in a professional and timely manner
• Manage voicemail, messages, and follow-ups
• Schedule appointments, meetings, and facility use as needed
• Greet members, guests, and vendors and assist with questions or requests
• Serve as the primary point of contact for day-to-day inquiries at the front desk

Member Services

• Handle all new member registrations and onboarding
• Maintain accurate member records and documentation
• Connect new members with tier appropriate staff, i.e. personal trainers, class instructors
• Assist with member concerns, questions, and basic issue resolution
• Track, follow up on, and collect past-due member fees

Administrative & Reporting

• Pull monthly, quarterly, and ad-hoc reports as requested
• Support billing, data entry, and basic accounting-related tasks
• Prepare and distribute internal communications and mailings
• Maintain organized filing systems (digital and physical)

Facilities, Visuals & Compliance

• Maintain building visuals, signage, postings, and presentation standards
• Update and track custodial and maintenance logs
• Communicate facility issues, work orders, and follow-ups with staff and vendors
• Support safety, cleanliness, and operational standards throughout the building

Office Operations & Supplies

• Order and manage membership supplies, equipment, and inventory
• Coordinate phone system setup and basic troubleshooting
• Ensure front desk and office areas remain organized and functional

Cross-Department Coordination

• Work closely with all departments to ensure accurate information flow
• Direct members and guests to the appropriate staff or department
• Support special events, programs, and organizational initiatives

General Duties

• Maintain confidentiality and professionalism at all times
• Identify opportunities to improve office systems and workflows
• Perform other duties as assigned to support organizational goals

Qualifications

• High school diploma required; associate’s or bachelor’s degree preferred
• Previous experience in office management, administrative support, or customer service
• Strong organizational, time-management, and multitasking skills
• Excellent interpersonal, verbal, and written communication skills
• Proficiency with office software, scheduling systems, and databases
• Ability to work independently while supporting a team-based environment

Key Traits for Success

• Highly organized and dependable
• Member-focused and service-oriented
• Proactive, adaptable, and solutions-driven
• Comfortable managing multiple priorities in a fast-paced setting