Supervisor Health and Wellness- Member Services

Supervisor of Member Services

As the Supervisor of Member Services at the Findlay Recreation Center, you will serve as a key member of the leadership team, helping create an exceptional experience for members, guests, and the surrounding community. In this role, you will lead membership sales, retention, and service initiatives while overseeing front desk operations and developing a high-performing team through hiring, coaching, training, and performance management.

You will be responsible for driving membership growth through strategic outreach, promotional events, community engagement, and outstanding customer service, while ensuring accurate communication of programs, services, and membership options. As a Manager on Duty, you'll play a vital role in facility operations, service recovery, and maintaining a safe and welcoming environment for all. If you are passionate about customer service, team development, community engagement, and creating meaningful experiences, this is an exciting opportunity to make a lasting impact on the health, wellness, and recreation of individuals and families throughout the Over-the-Rhine community.

We offer competitive shift differentials, opportunities for professional growth, and a comprehensive benefits package that may include medical, dental, vision, paid time off, retirement savings plans, and tuition reimbursement.

* PRN positions not eligible for Tri Health benefits

• Associate’s Degree in business, marketing, hospitality, recreation, health administration, communications, or related field. (Required)
• Equivalent experience accepted in lieu of degree (Preferred)
• 1 - 2 years of experience in in membership sales, customer service, hospitality, recreation, retail sales, healthcare access, call center, front desk operations, or related member-facing sales/service environment. (Required)
• Up to 1 year of experience in a lead, coordinator, supervisor, or shift leadership role. (Required)
• 3 - 4 years of experience in a fitness center, community center, recreation, healthcare, hospitality, retail, or member-based service environment with responsibility for sales, promotion, retention, or revenue growth. (Preferred)
• Excellent written, verbal, interpersonal, conflict-resolution, organization, sales, promotion, computer, documentation, and customer relationship skills.
• Working knowledge of Word, PowerPoint, Excel, Outlook, registration systems, point-of-sale systems, membership platforms, and lead tracking tools.
• Basic Life Support (BLS) Required May be obtained within 90 days of employment.

This position is responsible for leading membership sales, promotional outreach, front desk conversion activity, membership onboarding, retention, and member experience workflows at the community center. The incumbent supervises member services associates and front desk staff, ensures consistent sales and service standards, manages prospect follow-up and tour conversion processes, supports marketing and promotional campaigns, monitors membership performance metrics, and provides Manager on Duty coverage on a rotational basis.

• Works as part of the community center leadership team, attends and contributes to required meetings, and models professionalism.
• Provides Manager on Duty coverage and performs all associated leadership, service recovery, safety, and facility oversight responsibilities.
• Develops the annual membership sales and promotion plan, staffing model, outreach calendar, communication rhythm, performance goals, and budget inputs.
• Oversees member services staffing including hiring, training, scheduling, evaluation, ongoing coaching, sales skill development, and accountability for membership growth activities.
• Maintains consistent front desk sales and service standards, accurate member/prospect records, and reliable communication about membership options, promotions, programs, events, policies, and services.
• Improves membership growth and the member/guest experience by monitoring sales activity, lead conversion, onboarding completion, retention trends, feedback, and service recovery outcomes.
• Provides direct support for tours, membership enrollment, promotional events, outreach activities, front desk coverage, registration, phone inquiries, and member communication as appropriate.

Bending
- Occasionally

Climbing
- Occasionally

Concentrating
-Frequently

Continuous Learning
- Frequently

Hearing:
Conversation
- Frequently

Hearing:
Other Sounds
- Frequently

Interpersonal Communication
- Frequently

Kneeling
- Rarely

Lifting