Manager, Member and Guest Service

Springfield, VT - USA

Monthly Salary: Not Disclosed

Posted on: 05-11-2025

Vacancies: 1 Vacancy

Job Summary

Manager Member and Guest Service

Location: Springfield VA

Status type: Full-time

About us:

The St. James is the premier sports wellness and active entertainment destination in the country with 450000 sq. ft. of developmental and competitive programs teams and opportunities in more than 20 sports and a wide range of premium fitness wellness and entertainment experiences.

Our People & Culture:

At The St. James we are in the business of human development. Our success in delivering exceptional guest experiencesexperiences that engage inspire and delightdepends on our ability to recruit retain and cultivate team members who embody the true spirit of hospitality. We seek individuals who are committed to personal and organizational excellence who are proactive and action-oriented and who thrive in a collaborative team environment. If you have a passion for service and a dedication to continuous growth we want you to be part of our team.

Job Description:

The Member and Guest Service Manager will be primarily responsible for managing the concierge team and will serve as the main liaison between all departments concerning member and guest relations. This role will focus on ensuring that members and guest needs are met seamlessly and that all departments are aligned in providing a top-tier experience. TheMember and Guest Service Managerwill be a key player in retention efforts addressing member policies and responding to questions or concerns promptly.

RESPONSIBILITIES

Ensuring a delightful and seamless arrival and departure experience for members and guests of The St. James by providing the highest level of customer service to members prospective members and guests.
Act as the primary liaison between Sales Personal Training Group Fitness and all other departments to ensure seamless communication and coordination regarding member and guest needs and requests.
Identifies quality improvement trends and effectively communicates issues to the Director of Lifestyle and Hospitality
Handling all guests and member compliments comments observations and complaints in a timely manner and effectively achieving full member and guest satisfaction.
Monitoring managing and leading the Concierge Team and member/guest services team ensuring they are following up timely and effectively achieving full guest satisfaction.
Ensuring accurate communication of information services and programs offered at The St. James Performance Club to members and guests as requested.
Ensuring teamwork between the Concierge Team and other departments within The St. James Performance Club.
Lead the concierge and front-of-house teams to provide exemplary service to all members and guests.
Recruit train and mentor concierge and member guest services standards
Set performance standards aligned with The St James missions and values
Develop a culture of genuine hospitality professionalism and teamwork.
Conduct regular team meetings performance evaluations and skill development sessions
Oversee scheduling coverage and staffing to ensure seamless guest service at all times.
Maintain a clean and orderly front desk lobby and entranceway.
Order department supplies.
Assist with the daily tasks of the Concierge Team.
Support the safety of all members guests and team members.
Act as the Manager on Duty (MOD) during select days and shifts ensuring smooth operations and addressing any urgent member or operational issues that may arise.
Develop and implement standard operating procedures (SOPs) for concierge and member/guest services
Monitor budgets expenses and vendor relationships for the hospitality department.
Become Proficient in Exerp Paycor PROSPR and other STJ platforms

QUALIFICATIONS

2-4 years of management experience preferred.
Bachelors degree in hospitality or related field; or commensurate experience preferred.
Excellent problem and conflict resolution skills required; must be able to address guest complaints and concerns effectively professionally and in a timely manner.
Superior communication skills; fluency in English is required.
Computer literate to include Microsoft Office Word PowerPoint Excel SMS or other front office software.
Demonstrated multi-tasker with a commitment to superior guest service and hospitality.
Ability to work a flexible schedule that includes late nights early mornings weekends and holidays.
Prior management experience in a premium hospitality setting will be strongly favored.
Knowledgeable of safety training procedures and best practices used throughout the fitness industry.

Get to know us better:

INFORMATION:

For more information please visit our website:

The St. James is an equal opportunity employer. All qualified applicants will be considered without regard to race color religion sexual orientation gender gender identity expression or orientation genetic information national origin age disability or status as a disabled or Vietnam-era veteran.

We wish to thank all applicants for their interest and effort in applying for this position; however only candidates selected for interviews will be contacted.

No unsolicited agency referrals please.

Required Experience:

Manager

Manager Member and Guest ServiceLocation: Springfield VAStatus type: Full-timeAbout us:The St. James is the premier sports wellness and active entertainment destination in the country with 450000 sq. ft. of developmental and competitive programs teams and opportunities in more than 20 sports and a w...