Member Services Manager

MVP Sports Clubs is a sports facility management company with 5 facilities in West Michigan. We provide corporate service support in the areas of finance, marketing/communications, information systems, human resources, property management, and operational development, including sales, fitness, and operations. MVP Sports Clubs represents quality and success in health and recreation in all facets of the community. Simply put, we are a company passionate about fitness and wellness, and we believe that healthy communities change lives!

At MVP Sports Clubs, we are built around our values of professionalism, friendliness, efficiency, cleanliness, and teamwork! We believe in creating a welcoming, engaging, and fun environment for team members. To foster this type of environment, we provide team members with a full range of benefits.

• Our part-time team members receive complimentary club membership access for team member, spouse and dependent(s) (must work a minimum of 20 hours per month), 401k participation available after completing 6 months of service (must be 18 years of age), access to Work-Space (must be 18 years of age), CPR trainings, complimentary use of Kid's Stuff (up to 2 hours per day) and discounts on select programming, retail and food + beverage.
• In addition to the benefits listed above, our full-time team members also have access to amazing health, dental, vision, and life insurance plans, long/short-term disability, a generous personal time off policy, and paid maternity and paternity leave.

The Member Services Manager is responsible for knowing all members, manage any customer concerns and emergencies, and ensure the facility is maintained at appropriate levels through leadership of multiple front‑line teams. Emphasis will always be on providing a world class customer experience, from first customer interaction through length of membership, with the collective goal of member retention. This position is a part of the Member Services Department and reports to the Director.

• Know, understand, and exemplify the MVP Sports Clubs Values and Service Standards.
• Ensure that all Team Members (in and out of their department) know, understand, and exemplify the MVP Sports Clubs Values and Service Standards.
• Responsible for all aspects of the Assistant Managers team. Areas of responsibility include but are not limited to:
  • Interviewing
  • Onboarding & training including teaching Standard Operating Procedures and policies & procedures as well as ensuring team has thorough working knowledge of all products, programs, and services offered within the facility
    • Service Desk:
      Check In, Guest/Prospect Registration, Health Points, Point of Sale, Resource Scheduling, Program Registration, Locker rentals
    • Membership Sales:
      Prospective member tours, pricing information, account sign up, status changes and cancellations, account updates ie credit card updates, transaction listing inquiries
    • Housekeeping:
      Ensure a clean and professional facility at all times; maintain supply availability and backstock inventory; handle laundry operations
  • Coaching, disciplining, and conducting team member reviews
  • Scheduling to provide appropriate coverage and covering shifts when needed; time keeping to keep team members within designated limits for part and full time status
• Cross train in all areas of the facility, including spending time with programming department leadership, to gain knowledge and understanding of each entity and their relation to the total operation. Must be prepared to answer questions or address concerns regarding any department within the facility.
• Interact with and build relationships with all member/guests with a focus on member retention and maintaining a high level of member satisfaction.
• Vary weekly work schedule in order to be available to staff working different times as well as be present for times of high customer traffic. May include opening, closing, and/or weekends.

• Ensure all members, prospective members and guests are greeted and checked in properly, emphasizing our mission of world class customer service.
• Enforces club rules and guidelines, taking appropriate action where indicated and reporting any problems to the Director.
• Resolves any member issues through effective customer service skills.
• Ensures that the service desk and fitness floor areas are clean and safe at all times.
• Ensures that telecommunication procedures are carried out in a professional and timely fashion by answering the phone within 3 rings at the Service Desk and responding to any customer voicemails within 24 hours.
• Primary responder in emergency situations, when present. Manage incident reports appropriately.
• Continually establish relationships with members/guests and request feedback about our current programs, classes, operations, and service delivery.
• Focus on 2 primary membership dues driving components of new member sales and existing member retention. A 3 rd source of…