Guest Relations Senior Team Lead

Description

The Guest Relations Senior Team Lead is a high-energy, hands-on leader responsible for the daily operation, guest experience, and performance of the Texas Health Fitness Center. This role creates a safe, welcoming, and engaging environment for Texas Health employees, community members, and guests while partnering with corporate stakeholders to bring meaningful wellness engagement to the facility. The Senior Team Lead leads and develops the Guest Relations team, owns operational consistency, and helps drive membership growth, retention, and continuous improvement.

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 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

SKILLS & EXPERIENCE

• Prior Guest Relations, membership sales, fitness operations, or hospitality leadership experience required; multi-site or corporate wellness experience is a plus.
• Demonstrated ability to hire, coach, schedule, and develop a high-performing team.
• Proficiency in CRM, lead-generation, point-of-sale, scheduling, and database systems; experience with ABC and Zenoti preferred.
• Strong interpersonal, communication, sales, organization, problem-solving, and leadership skills.
• Ability to work varying hours and days to meet business needs, including early mornings, evenings, weekends, and holidays, as needed.

PHYSICAL REQUIREMENTS

• Must frequently lift 25 pounds or more.
• Must be able to be on feet for at least eight hours per day, if needed.

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.