Member Experience Staff

About the role

The Member Experience Staff is the first point of contact for members and guests at our branch. You will deliver a professional, customer‑focused service, ensuring a warm and organized reception experience while supporting day‑to‑day member needs.

Key responsibilities

• Greet members and guests with a respectful, professional demeanor and manage check‑ins, inquiries, class schedules and basic facility guidance.
• Maintain a clean, organized reception area and monitor traffic to manage queues.
• Assist members with account questions, renewals, locker issues, program information and onboarding, including app setup and class registration.
• Handle sensitive situations with confidentiality, cultural awareness and professionalism.
• Accurately record all interactions in the CRM, process forms, contracts, cancellations and manage lost‑and‑found logs.
• Communicate updates on schedules, promotions and policies clearly to members and relay information between departments.
• Report facility issues promptly and support the execution of events and service initiatives.
• Uphold professional grooming standards and adhere to the dress code at all times.

Required profile

• Secondary‑school certificate (high‑school diploma) required; no tertiary qualification needed.
• Minimum of 1 year total work experience in any sector.
• Demonstrated basic competency in front‑desk or customer‑service duties.
• Strong communication skills, cultural awareness and ability to handle confidential information.

Required skills

• Proficiency in using a CRM system to log member interactions.
• Basic computer literacy for app setup, schedule management and document handling.