Guest Relations Senior Team Lead

Description

FACILITY OPERATIONS & CORPORATE ENGAGEMENT

• Oversee daily fitness-center operations, ensuring the facility is safe, clean, stage-ready, high-energy, and welcoming for all members and guests.
• Collaborate with senior management to develop and execute engagement plans tailored to the needs of Texas Health and its employees.
• Attend corporate engagement events as a professional representative of TEAM FX, using appropriate attire, engagement tools, and marketing collateral.
• Attend regularly scheduled management and corporate partner meetings as needed; communicate operational updates, engagement opportunities, and actionable recommendations.
• Monitor facility maintenance and equipment upkeep; communicate concerns promptly and effectively to the appropriate management partners.

TEAM LEADERSHIP & PERFORMANCE

• Manage the hiring, onboarding, scheduling, training, coaching, and performance of Guest Relations Teammates, fostering a culture of continuous improvement and exceeding expectations.
• Lead daily huddles, establish clear priorities, and hold teammates accountable to service, facility, sales, and performance standards.
• Provide in-the-moment coaching, recognition, role-play, and feedback that strengthen teammate confidence and service consistency.
• Partner with facility leadership to resolve staffing needs, performance concerns, and guest issues quickly and professionally.

MEMBERSHIP SALES & MEMBER EXPERIENCE

• Manage the full sales cycle in the lead-generation system, ensuring prompt prospect response, accurate follow-up, tours, enrollment, and retention outreach.
• Maintain expert knowledge of CRM, lead-generation, point-of-sale, and scheduling systems; ensure accuracy in membership sales, transactions, and member records.
• Drive facility and teammate membership, promotion, service, and engagement goals through effective coaching, reporting, and accountability.
• Ensure every member, guest, and prospect receives a personalized, solutions-focused experience from first visit through ongoing membership.
• Analyze corporate partner and member feedback to identify trends, resolve concerns, and continuously evolve the guest experience.

Requirements

Minimum qualifications for the position include the following:

• Minimum of two (2) years of experience in a customer service or retail environment with high expectations around quality of interpersonal interactions and work performance; 
• Minimum of six (6) months in a lead or supervisory role for a team of 1-3 people with proven success at operating in a calm, collaborative manner in a fast-moving, non-hierarchical environment;
• Must be proactive, organized, and can prioritize well with great work ethic, solid judgment, and proven self-motivation;
• Good, clear written and verbal communication skills, plus great interpersonal skills and a positive attitude – not afraid to have difficult conversations when needed; 
• Good proficiency and accuracy with MS Office, retail POS, CRM, and other software; 
• Strong interest in the business aspects of the fitness, beauty, and wellness industry, plus a current CPR/AED certification; and

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.