Role Overview The Performance Concierge team is the hub of our community and the first step in every member's and client's daily success. As Lead Performance Concierge , you set the standard for that experience. You'll lead, train and schedule the concierge team, own the front-of-house sales pipeline, and make sure our systems, space and standards run flawlessly. The ideal candidate is a hospitality-first leader who thrives in a fast-paced environment, coaches others with clarity and warmth, and treats every detail of the member experience as their own. Key Responsibilities 1. Team Leadership & Training Supervise the Performance Concierge team and serve as the point person on shift. Onboard and train new concierges using the Performance Concierge Onboarding Manual; certify each new hire on check-in, waivers, tours, CRM and opening/closing procedures. Build and publish the weekly front desk schedule; manage shift swaps, time-off requests and call-out coverage. Run brief pre-shift huddles to share priorities, member notes and daily schedule changes. Give real-time feedback and partner with the Operations Lead on performance check-ins. 2. Member Experience & Hospitality Model a professional, welcoming greeting for every member and guest. Own escalations — resolve account, billing, scheduling and facility concerns, and loop in management when needed. Lead tours for high-value prospects, partners and visiting athletes. Collect and share member feedback with leadership to improve the experience. 3. Sales & Lead Management Own the lead pipeline in our

CRM:

every inquiry logged, assigned and followed up within 24 hours. Conduct membership consultations and close sales using emotional-connection strategies to understand each prospect's "why." Coach the team on lead intake, tours, and follow-up scripts. Track and report weekly front-of-house metrics (inquiries, tours, conversions, follow-up completion) to the Operations Lead. Medical office or gym experience is preferred; prior supervisory or leadership experience is highly desirable. 4. Operational Excellence Own opening and closing checklists and verify they are completed every shift. Audit waiver and check-in documentation to ensure every guest is cleared before entering the floor. Manage retail displays and inventory, including counts and reorder requests. Coordinate scheduling flow across physio, S&C and recovery services to minimize gaps and double-bookings. Support management with clerical deadlines, facility audits and keeping front desk SOPs current. 5. Safety & Standards Monitor facility access to maintain a safe environment for all members. Conduct and assign pre- and post-shift walk-throughs so equipment and spaces meet our quality standards. Document incidents and report maintenance or vendor issues promptly. Ensure the team knows emergency procedures.

Qualifications Experience:

1+ years in front desk, hospitality, fitness, clinical, or customer-facing roles, preferably 6 months leading, training, or supervising others.

Communication:

Exceptional verbal and written communication with a focus on professional branding.

Tech aptitude:

Strong computer literacy; experience with gym management software and CRM systems preferred.

Sales:

Comfort leading consultations and tracking toward goals.

Pay:

From $20.00 per hour Expected hours: 15.0 - 30.0 per week

Work Location:

In person