Member Service Manager

Position Overview

Bousquet Sport seeks a dynamic Member Service Manager to lead our front-line operations and drive member satisfaction at our newly renovated health and fitness facility. This key leadership role combines operational excellence, revenue generation, and exceptional member service to create an outstanding club experience. The ideal candidate will thrive in a fast-paced environment while managing multiple priorities, from staff development to business growth initiatives.

Member Experience & Revenue Generation

• Develop and implement strategies to increase membership sales, retention, and upgrade rates
• Create and execute member engagement programs to drive additional service revenue
• Monitor and analyze key performance metrics including membership conversion rates, attrition, and revenue per member
• Identify and capitalize on upsell opportunities for premium services, personal training, and retail
• Lead membership campaigns and promotional events to attract new members
• Partner with Sales Manager to develop referral programs and corporate membership initiatives. Point person for follow-through on promotional delivery
• Oversee the successful delivery of member orientations and facility tours

Team Leadership

• Recruit, train, and manage front desk staff and service associates
• Create staff schedules and manage attendance to optimize coverage and costs
• Conduct performance evaluations and implement development programs
• Collaborate with Tennis, Pickleball and Fitness Directors on cross-departmental initiatives

Operations Management

• Ensure exceptional cleanliness and organization throughout member areas
• Develop, implement, and maintain comprehensive standard operating procedures (SOPs) for all service areas
• Oversee facility opening/closing procedures and shift management
• Monitor and maintain facility conditions, coordinating with Operations Director on maintenance
• Implement and enforce club policies and safety protocols
• Manage inventory and supply chain for retail items and facility supplies

Financial Oversight

• Process and reconcile daily transactions and cash handling
• Generate and analyze membership and revenue reports
• Manage declined payments and account collections
• Track and optimize departmental expenses
• Assist with budget planning and cost control measures

Systems & Compliance

• Leverage Club Automation software to maximize operational efficiency
• Ensure compliance with health, safety, and industry regulations
• Track and verify service provider certifications and continuing education requirements from accredited associations are current and compliant
• Maintain accurate member records and activity tracking
• Generate and analyze performance metrics and member feedback

Physical Requirements

• Ability to stand and walk for extended periods
• Occasional lifting and moving of supplies up to 25 pounds
• Visual and auditory ability to respond to critical incidents
• Ability to perform essential computer operations

Preferred Qualifications

• B.A. in Business Administration, Hospitality Management, or related field with 3 years of management experience in health club, fitness, hospitality, or related customer service industry OR 7 years of experience in industry related field
• Proven track record of revenue growth and team leadership
• Strong proficiency with club management software and Microsoft Office Suite
• Excellent verbal and written communication skills
• Available to work flexible hours including early mornings, evenings, and weekends
• CPR/AED certification required (or must obtain within 30 days of employment)
• Experience with Club Automation software
• Knowledge of health club operations and industry trends
• Previous experience in membership sales or business development
• Experience with budget management and financial reporting
• Nationally Accredited Fitness industry certifications is a plus

Job Type: Full-time

Pay: $60,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off

Schedule:

• Weekends as needed

Work Location: In person

Salary : $60,000 - $70,000