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Lead, Guest Experience

3 months ago

Phoenix AZ United States VASA Fitness Full time

POSITION DESCRIPTION

POSITION TITLE: Member Experience Lead (MEL)

REPORTS TO: General Manager

DIRECT REPORTS: Member Experience Specialists

FLSA: Hourly, Non-Exempt

COMPENSATION: $19.20 per hour + Commission and Bonus Opportunities

 

JOIN OUR TEAM

At VASA Fitness, we want to create an uplifting experience for everyone by offering inclusive, accessible, and on-trend fitness. The foundation of our brand is rooted in a culture centered on unity, passion, love, integrity, fun, and trust. Because our culture is alive--embodied by members and team members alike--VASA is a place where lives are changed because of authentic connections made within our supportive community.

Our people BELIEVE in our brand, are HARD WORKING, have HIGH STANDARDS, and GIVE ENERGY to others.

 

BENEFITS

We offer a competitive, all-encompassing benefits package which includes healthcare benefits for employees who work 20+ hours per week. All employees receive two complimentary gym memberships--one for themselves and another to give away--plus 401k options.

  • 30+ hours per week employees: Paid Time Off (hourly), Health, Dental, Vision Benefits and Paid Parental Leave (in addition to above)
  • 40 hours per week employees: Flexible Vacation Plan (salary) & Paid Holidays (in addition to above)

Come join VASA Fitness and join a passionate, fun, and united team

We are proud to be a 'Great Place to Work' certified company

 

PURPOSE

The Member Experience Lead (MEL) is engaging, positive, diligent, organized, and knows how to drive their club towards results. The ideal candidate has a take-charge personality and a reputation for getting things done. The MEL is responsible for supporting the General Manager and continually developing a high-performing team within the club. The MEL leads by example and coaches their Member Experience Specialists (MES) on how to provide a world-class experience for VASA members.

 

EXECUTION DELIVERABLES

  • Ensure all MES create and maintain our "UPLIFT" culture in the club
  • Implements the welcoming, non-intimidating VASA experience through our guest-to-member journey and creates an exceptional brand experience for guests and members
  • Responsible for recruiting, hiring, and training all MES team members
  • Lead by example and ensure our UPLIFTing culture and values are the foundation for every communication and interaction
  • Promote REVIVE sales, our in-club snack, drink, gear, and apparel shop
  • Maintain the club so equipment is functioning, the facilities are clean, and staff are friendly and helpful

 

MANAGEMENT RESPONSIBILITES

  • Support the General Manager (GM) by forecasting upcoming staffing needs
  • Have frequent conversations with MES team members to understand changing work
  • Work with the GM to schedule and conduct interviews and ensure the right candidates are hired for open positions
  • Schedule and facilitate training for new MES team members
  • Collaborate with the GM to create a welcoming environment for interview candidates and new hires
  • Constantly evaluate team member-to-member interactions
  • Provide in-the-moment coaching and feedback to recognize success and address opportunities for improvement
  • Delegate tasks to maximize efficiencies and create balanced workloads and validate completion
  • Teach and coach MES staff on VASA's non-intimidating approach on how to convert a guest to a member
  • Support GM in creating sales plans that are achieved by addressing and coaching successful behaviors and tactics

 

LEADERSHIP AND COACHING

  • Communicate, lead by example, and motivate your team to understand and develop passion for the brand, our values, and our approach
  • Proactively provide ideas and solutions to help move the business forward
  • Ability to prioritize tasks to achieve club goals during scheduled shifts and be able to adjust priorities as the business dictates
  • Delegate tasks and responsibilities to ensure work is completed and club goals are achieved
  • Build trust and strong relationships with all team members
  • Provide coaching in the moment that inspires commitment and positive change
  • Give input and feedback to GM in succession planning conversations