Fitness Concierge

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The Fitness Concierge is a key support role within the Personal Training team, responsible for ensuring smooth operations on the fitness floor and delivering exceptional service to members and guests. The role involves greeting new clients, assisting with equipment usage, maintaining an organized and welcoming gym layout, scheduling member orientations, responding to facility-related inquiries, and promoting personal training services.

• Manage the fitness floor, ensuring it is clean, safe, and orderly by picking up loose items, cleaning equipment, racking weights, and maintaining organized storage.
• Assist and educate members on the safe and correct use of cardio and weight training equipment.
• Ensure any safety issues on machines are cleared promptly.
• Teach and assist members with machine adjustments and registration, including matrix and Technogym machines.
• Ensure fitness rooms are stocked and clean.
• Perform routine cleaning and maintenance of gym equipment and support opening/closing duties.
• Greet members and guests with a warm welcome and answer facility-related questions.
• Respond to member feedback and issues in a timely manner, escalating when necessary.
• Provide tours of the fitness facilities to new or prospective members.
• Assist members with using the club app to sign up for group exercise classes and navigate other services.
• Promote and sell personal training packages, making recommendations based on member goals.
• Generate leads for personal training and schedule lead generation activities.
• Process payment transactions for personal training sessions and update the list of active clients monthly.
• Audit personal trainer calendars for discrepancies on a monthly basis.
• Assist in implementing new fitness programs and classes.
• Encourage members to meet their fitness goals, creating a supportive environment.
• Assist with onboarding new trainers, including walkthroughs of gym setup and equipment orientation.
• Answer the phone in a friendly manner, directing calls to the appropriate department.
• Maintain and update administrative documents such as SOPs for concierge responsibilities, personal training purchases, and service requests.
• Utilize scheduling tools to manage trainer availability and book sessions.
• Handle injury, illness, and security incident reporting; alert operations staff to repairs and maintenance needs.
• Submit work order requests for service technicians.
• Assist with new member outreach and follow‑up with infrequent users.
• Develop relationships with members and encourage referrals.
• Serve as a point of contact for new member acquisition and retention interactions.
• Collaborate with all Active Wellness departments to maintain facility operations and interdepartmental efficiency.
• Attend Active Wellness site meetings and trainings.
• Perform various administrative and housekeeping duties as needed.
• Cover the welcome desk as required.
• Perform any other duties assigned by the supervisor.

• Exceptional customer service skills.
• Clubs ambassador knowledge of all club services and programs.
• Positive and ongoing relationships that support the member experience.
• Team player, willing to learn new things.
• Detail oriented, organized, and highly responsive with a commitment to customer service.
• Strong verbal communication skills.
• Basic computer skills.
• AED/CPR/First Aid Certified.
• Proof of citizenship or legal status.
• Willing to obtain National Personal Training Certification(s) preferred.

• Ability to take responsibility for the health and safety of others.
• Ability to stand for several hours in a shift; ability to lift 25 lbs.
• Fitness club environment.
• Must follow OSHA and Active Wellness safety standards.

This job description is intended to describe the general requirements for the position. It is not a complete statement of duties, responsibilities, or requirements. Other duties not listed here may be assigned as necessary to ensure the proper operations of the department.

Active Wellness LLC is an equal opportunity employer.

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• Seniority Level: Entry level
• Employment Type:
  
  Full-time
• Job Function:
  Other
• Industry: Wellness and Fitness Services