Member Experience Executive

MEFITPRO

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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 Bachelors 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.