Member Relations - HEIMAT LA

Burbank, CA, USA|Onsite

Job Overview

Employment Type

Full-time

Work Schedule

Flexible

Weekend Shifts

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Employee wellness programs

retirement plans

Professional development opportunities

Employee Discounts

Job Description

HEIMAT is a premier luxury wellness club dedicated to providing an exceptional experience for its members and guests. The club embodies a holistic approach to wellness, combining state-of-the-art fitness facilities, personalized training programs, spa services, and a welcoming community atmosphere. As a boutique fitness and wellness establishment, HEIMAT fosters an environment where health, fitness, and relaxation merge seamlessly to support a balanced lifestyle. Members enjoy exclusive access to a variety of amenities, including multiple group fitness studios, a spa, pool cabanas, and fine dining options. The club prides itself on delivering impeccable service characterized by professionalism, warmth, and attention to detail, consistently reflecting its luxury wellness brand standards. HEIMAT is committed to innovation, evolving its offerings to meet the dynamic needs of a discerning clientele seeking both results and rejuvenation.

The Member Relations position at HEIMAT is a vital role that acts as the first and ongoing point of contact for all members and guests. This role is pivotal in crafting a welcoming and elevated environment from the moment members check in. The Member Relations professional is responsible for a wide array of duties, including serving as the face of the club during check-in, providing concierge-level services, supporting the fitness operations, and handling essential administrative tasks. This individual must possess strong interpersonal skills, an engaging demeanor, and the ability to multitask efficiently in a fast-paced setting. They ensure seamless coordination across various club amenities like spa appointments, fitness classes, pool cabanas, and dining reservations, enhancing the overall member experience.

In addition to frontline member interaction, the role involves conducting new member fitness inductions, facilitating welcome tours, and assisting members in navigating club facilities. A proactive approach is necessary to monitor member satisfaction and communicate valuable feedback to management, driving the continuous improvement of services. The Member Relations team member collaborates closely with fitness trainers and instructors, helps set up and reset group fitness studios, supports marketing efforts during special events, and attends developmental meetings to stay apprised of club standards and new offerings.

Ideal candidates for this role will have a minimum of two years of service industry experience, excellent communication skills, and proficiency with POS systems and business software. Experience in boutique fitness or wellness club operations is highly valued. This position requires flexibility to work varied shifts, including weekends and holidays, and a commitment to excellence consistent with HEIMAT's high standards. Joining HEIMAT as a Member Relations professional means becoming part of a dynamic team dedicated to promoting wellness, delivering superior member service, and contributing to the success and growth of a forward-thinking luxury wellness brand.

Job Requirements

Minimum of 2 years of service industry experience
Proficiency in using POS systems and relevant business software adaptable to learning new technologies and tools as needed
Prior experience in boutique fitness training operations or management is a strong plus
Exceptional communication skills clear articulate and professional in both verbal and written formats
Ability to manage multiple priorities in a fast paced dynamic environment with excellent time management and organizational skills
Experience in personal or membership based sales with proven ability to drive engagement and retention
Comfortable handling high volume phone lines while maintaining warmth accuracy and professionalism
Flexibility to work varied shifts including mornings evenings weekends holidays and during special events as needed
Dependable and accountable takes full ownership of responsibilities and follows through on execution
Willingness to adopt and implement app based technology to enhance member onboarding and training experience
Understanding or appreciation of multiple fitness modalities is preferred
Must be able to lift up to 50 lbs and navigate stairs throughout the day across multiple floors
A collaborative team player who is supportive of all HEIMAT's offerings and is enthusiastic about being a founding trainer for a growing brand

Job Qualifications

Minimum of 2 years of service industry experience
Prior experience in boutique fitness training operations or management is a strong plus
Exceptional communication skills clear articulate and professional in both verbal and written formats
Experience in personal or membership based sales with proven ability to drive engagement and retention
Ability to manage multiple priorities in a fast paced dynamic environment with excellent time management and organizational skills
Proficiency in using POS systems and relevant business software adaptable to learning new technologies and tools as needed
Comfortable handling high volume phone lines while maintaining warmth accuracy and professionalism
Flexibility to work varied shifts including mornings evenings weekends holidays and during special events as needed
Willingness to adopt and implement app based technology to enhance member onboarding and training experience
Understanding or appreciation of multiple fitness modalities is preferred
Must be able to lift up to 50 lbs and navigate stairs throughout the day across multiple floors
A collaborative team player who is supportive of all HEIMAT's offerings and is enthusiastic about being a founding trainer for a growing brand

Job Duties

Serve as first point of contact at check-in creating a welcoming and elevated environment that reflects HEIMAT's signature hospitality
Stay informed on the latest offerings within the club and community to guarantee the members' experience is exceptional
Conduct new fitness member inductions assist with welcome tours and aid members in navigating the various areas of the club
Assist members with booking spa appointments pool cabanas class bookings and restaurant reservations providing seamless coordination across amenities
Prepare new member welcome gifts
Be comfortable discussing all of Heimat's amenities
Be confident reaching out via phone or email to assist with account updates payment info and general inquiries be comfortable with both cold calls and warm conversations
Perform administrative duties including filing members’ contract data entry telephone and email correspondence updating members’ contact information
Proactively monitor member satisfaction and relay member insights and experience feedback to management advocating for the continuous refinement of our services
Maintain regular and seamless communication with new and existing members by being approachable detail oriented and having presence on each floor to speak with members in person
Partner with Resident Trainers and Group Fitness Instructors on various fitness tasks ensuring the HEIMAT guests receive the ultimate exclusive experience in fitness training
Complete full Fitness Studio Set up for Class Formats and assist with member check for class registration records
Assist with Fitness Studio resets post class in tandem with maintenance department including maintaining order and cleanliness on the fitness floors and across six different group fitness studios
Assist the Fitness and Marketing team in the set up and breakdown of special events
Attend developmental and team meetings to stay aligned with club standards and deepen your understanding of HEIMAT's evolving offerings
Any other tasks and or duties as assigned by management