Member Experience Associate

BPG Real Estate Service•Wilmington, DE

10h

About The Position

We are seeking professional, polished, and service-oriented Gym Personnel to join our facility. As a Member Experience Associate, you will be the face of our brand—delivering exceptional customer service, maintaining immaculate facilities, and ensuring every member receives premium, personalized experience. Our ideal candidate is energetic, detail-oriented, and passionate about hospitality, wellness, and creating a five-star environment.

Requirements

Previous experience in hospitality, luxury retail, hotel, or high-end fitness environment preferred
Strong interpersonal and communication skills
Professional appearance and demeanor
Ability to multitask in a fast-paced environment
Strong problem-solving skills and service mindset
CPR/AED certification (preferred or willingness to obtain)
Proficiency in computer skills including Word, Excel, Outlook, PowerPoint
Requires regular light to moderate lifting

Responsibilities

Greet all members and guests warmly by name when possible
Deliver a concierge-level experience from check-in to departure
Anticipate member needs and proactively offer assistance
Provide accurate information regarding memberships, services, and amenities
Handle member inquiries, requests, and concerns promptly and professionally
Build strong relationships with members to enhance retention and satisfaction
Knowledge and consistency of the daily operation of the Fitness Center and its rules, regulations, policies and procedures
Manage check-ins and guest registrations efficiently
Entering new member information in database
Answer phones and respond to emails in a professional manner
Maintain confidentiality of member information
Keeping current on policies, procedures, specials, deadlines, changes, etc
Keeping employees informed of current information by consistently updating the Memo book
Ensure the gym floor, locker rooms, and common areas remain spotless and well-organized
Monitor equipment cleanliness and functionality
Order of supplies
Report maintenance needs promptly
Uphold luxury standards in presentation, grooming, and facility appearance