Supervisor Health and Wellness- Member Services

As the Supervisor of Member Services at the Findlay Recreation Center, you will serve as a key member of the leadership team, helping create an exceptional experience for members, guests, and the surrounding community. In this role, you will lead membership sales, retention, and service initiatives while overseeing front desk operations and developing a high-performing team through hiring, coaching, training, and performance management. You will be responsible for driving membership growth through strategic outreach, promotional events, community engagement, and outstanding customer service, while ensuring accurate communication of programs, services, and membership options. As a Manager on Duty, you'll play a vital role in facility operations, service recovery, and maintaining a safe and welcoming environment for all. If you are passionate about customer service, team development, community engagement, and creating meaningful experiences, this is an exciting opportunity to make a lasting impact on the health, wellness, and recreation of individuals and families throughout the Over-the-Rhine community.

Location: 1811 Vine Street, Cincinnati, OH 45202

Schedule: Full time day shift

Incentives & Benefits: 

We offer competitive shift differentials, opportunities for professional growth, and a comprehensive benefits package that may include medical, dental, vision, paid time off, retirement savings plans, and tuition reimbursement.

*PRN positions not eligible for TriHealth benefits

https://careers.trihealth.com/what-we-offer/benefits

Minimum Job Requirements:

• Associate’s Degree in business, marketing, hospitality, recreation, health administration, communications, or related field. (Required) 
• Equivalent experience accepted in lieu of degree (Preferred)
• 1 - 2  years of experience in in membership sales, customer service, hospitality, recreation, retail sales, healthcare access, call center, front desk operations, or related member-facing sales/service environment. (Required) 
• Up to 1 year of experience in a lead, coordinator, supervisor, or shift leadership role. (Required) 
• 3 - 4 years of experience in a fitness center, community center, recreation, healthcare, hospitality, retail, or member-based service environment with responsibility for sales, promotion, retention, or revenue growth. (Preferred)
• Excellent written, verbal, interpersonal, conflict-resolution, organization, sales, promotion, computer, documentation, and customer relationship skills.
• Working knowledge of Word, PowerPoint, Excel, Outlook, registration systems, point-of-sale systems, membership platforms, and lead tracking tools.
• Basic Life Support (BLS) Required  May be obtained within 90 days of employment.

Job Overview:

This position is responsible for leading membership sales, promotional outreach, front desk conversion activity, membership onboarding, retention, and member experience workflows at the community center. The incumbent supervises member services associates and front desk staff, ensures consistent sales and service standards, manages prospect follow-up and tour conversion processes, supports marketing and promotional campaigns, monitors membership performance metrics, and provides Manager on Duty coverage on a rotational basis.

Job Responsibilities:

• Works as part of the community center leadership team, attends and contributes to required meetings, and models professionalism.
• Provides Manager on Duty coverage and performs all associated leadership, service recovery, safety, and facility oversight responsibilities. 
• Develops the annual membership sales and promotion plan, staffing model, outreach calendar, communication rhythm, performance goals, and budget inputs.
• Oversees member services staffing including hiring, training, scheduling, evaluation, ongoing coaching, sales skill development, and accountability for membership growth activities.
• Maintains consistent front desk sales and service standards, accurate member/prospect records, and reliable communication about membership options, promotions, programs, events, policies, and services.
• Improves membership growth and the member/guest experience by monitoring sales activity, lead conversion, onboarding completion, retention trends, feedback, and service recovery outcomes.
• Provides direct support for tours, membership enrollment, promotional events, outreach activities, front desk coverage, registration, phone inquiries, and member communication as appropriate.

Working Conditions:

Bending - Occasionally 

Climbing - Occasionally 

Concentrating - Frequently

Continuous Learning - Frequently

Hearing: Conversation - Frequently 

Hearing: Other Sounds - Frequently 

Interpersonal Communication - Frequently 

Kneeling - Rarely 

Lifting <10 Lbs. - Occasionally 

Lifting 50+ Lbs. - Rarely 

Lifting <50 Lbs. - Occasionally 

Pulling - Occasionally 

Pushing - Occasionally 

Reaching - Occasionally 

Reading - Occasionally 

Sitting - Frequently

Standing - Frequently 

Stooping - Occasionally  

Talking - Frequently 

Thinking/Reasoning - Frequently 

Use of Hands - Frequently 

Color Vision - Frequently 

Visual Acuity: Far - Occasionally

Visual Acuity: Near - Frequently 

Walking - Frequently

TriHealth SERVE Standards and ALWAYS Behaviors

At TriHealth, we believe there is no responsibility more important than to SERVE our patients, our communities, and our fellow team members. To achieve our vision and mission, ALL TriHealth team members are expected to demonstrate and live the following:

Serve: ALWAYS…

• Welcome everyone by making eye contact, greeting with a smile, and saying "hello"

• Acknowledge when patients/guests are lost and escort them to their destination or find someone who can assist

• Refrain from using cell phones for personal reasons in public spaces or patient care areas

Excel: ALWAYS…

• Recognize and take personal responsibility to address and recover from service breakdowns when a customer's expectations have not been met

• Offer patients and guests priority when waiting (lines, elevators)

• Work on improving quality, safety, and service

Respect: ALWAYS…

• Respect cultural and spiritual differences and honor individual preferences.

• Respect everyone’s opinion and contribution, regardless of title/role.

• Speak positively about my team members and other departments in front of patients and guests.

Value: ALWAYS…

• Value the time of others by striving to be on time, prepared and actively participating.

• Pick up trash, ensuring the physical environment is clean and safe.

• Be a good steward of our resources, using supplies and equipment efficiently and effectively, and will look for ways to avoid waste.

Engage: ALWAYS…

• Acknowledge wins and frequently thank team members and others for contributions.

• Show courtesy and compassion with customers, team members and the community