Manager, Member and Guest Service

Job Title

Manager, Member and Guest Service

Springfield, VA

Full-time

The St. James is the premier sports, wellness and active entertainment destination in the country, with 450,000 sq. ft. of developmental and competitive programs, teams and opportunities in more than 20 sports, and a wide range of premium fitness, wellness and entertainment experiences.

At The St. James, we are in the business of human development. Our success in delivering exceptional guest experiences—experiences that engage, inspire, and delight—depends on our ability to recruit, retain, and cultivate team members who embody the true spirit of hospitality. We seek individuals who are committed to personal and organizational excellence, who are proactive and action‑oriented, and who thrive in a collaborative team environment.

If you have a passion for service and a dedication to continuous growth, we want you to be part of our team.

The Member and Guest Service Manager will be primarily responsible for managing the concierge team and will serve as the main liaison between all departments concerning member and guest relations. This role will focus on ensuring that members and guest needs are met seamlessly, and that all departments are aligned in providing a top‑tier experience. The Member and Guest Service Manager will be a key player in retention efforts, addressing member policies, and responding to questions or concerns promptly.

• Ensuring a delightful and seamless arrival and departure experience for members and guests of The St. James by providing the highest level of customer service to members, prospective members, and guests.
• Act as the primary liaison between Sales, Personal Training, Group Fitness, and all other departments to ensure seamless communication and coordination regarding member and guest needs and requests.
• Identify quality improvement trends and effectively communicate issues to the Director of Lifestyle and Hospitality.
• Handle all guests and member compliments, comments, observations, and complaints in a timely manner and effectively achieve full member and guest satisfaction.
• Monitor, manage, and lead the Concierge Team and member/guest services team ensuring they are following up timely and effectively achieving full guest satisfaction.
• Ensure accurate communication of information, services, and programs offered at The St. James Performance Club to members and guests as requested.
• Ensure teamwork between the Concierge Team and other departments within The St. James Performance Club.
• Lead the concierge and front‑of‑house teams to provide exemplary service to all members and guests.
• Recruit, train, and mentor concierge and member guest services standards.
• Set performance standards aligned with The St James missions and values.
• Develop a culture of genuine hospitality, professionalism, and teamwork.
• Conduct regular team meetings, performance evaluations, and skill development sessions.
• Oversee scheduling, coverage, and staffing to ensure seamless guest service at all times.
• Maintain a clean and orderly front desk, lobby, and entrance way.
• Order department supplies.
• Assist with the daily tasks of the Concierge Team.
• Support the safety of all members, guests, and team members.
• Act as the Manager on Duty (MOD) during select days and shifts, ensuring smooth operations and addressing any urgent member or operational issues that may arise.
• Develop and implement standard operating procedures (SOPs) for concierge and member/guest services.
• Monitor budgets, expenses, and vendor relationships for the hospitality department.
• Become proficient in Exerp, Paycor, PROSPR and other STJ platforms.

• 2–4 years of management experience preferred.
• Bachelor's degree in hospitality or related field; or commensurate experience preferred.
• Excellent problem and conflict resolution skills required; must be able to address guest complaints and concerns effectively, professionally, and in a timely manner.
• Superior communication skills; fluency in English is required.
• Computer literate to include Microsoft Office, Word, PowerPoint, Excel, SMS, or other front…