Hospitality Lead

The Hospitality Lead at Fitometry Health Club is the guardian of first impressions and daily experiences. This role exists to train, elevate, and uphold Fitometry’s hospitality standards and core values, while actively serving on the floor as a Concierge.

This is not a back-office position. The Hospitality Lead leads by example—welcoming members, solving problems in real time, coaching concierges, and ensuring every touchpoint reflects the Fitometry brand. If standards slip, this role notices. If service shines, this role built it.

Core Responsibilities

1. Hospitality & Member Experience Leadership

• Own and protect Fitometry’s hospitality standards, service behaviors, and cultural expectations
• Ensure every member interaction feels intentional, warm, and elevated
• Identify friction points in the member journey and proactively correct them
• Act as a visible leader on the floor during peak and off-peak hours

2. Concierge Oversight & Development

• Provide daily direction, coaching, and accountability for the Concierge team
• Train new concierges on service standards, systems, tone, and expectations
• Reinforce consistency in greetings, problem resolution, scheduling, and communication
• Address performance issues quickly and constructively
• Serve as the escalation point for member concerns when needed

3. Hands-On Concierge Duties

• Actively work Concierge shifts as needed (check-in, tours, phone/email inquiries, scheduling)
• Model “gold standard” service behaviors for the team
• Support sales, wellness navigation, and program awareness through thoughtful engagement
• Maintain front desk organization, presentation, and accuracy

4. Training, Standards & Accountability

• Lead ongoing service refreshers and micro-trainings
• Ensure SOPs, scripts, and service expectations are followed consistently
• Partner with leadership to refine hospitality processes and elevate the member experience
• Uphold Fitometry’s core values in behavior, decisions, and coaching

5. Cross-Department Collaboration

• Work closely with Sales, Group Fitness, Personal Training, and Operations to create a seamless experience
• Ensure concierges are informed and aligned with current promotions, programs, and initiatives
• Act as a cultural bridge between departments and the front line

Who You Are

• A natural host—you notice details, read people well, and take pride in service
• Comfortable leading peers while still rolling up your sleeves
• You don’t wait to be told when something is off—you fix it
• Calm under pressure, confident in conversation, and solution-oriented
• You care deeply about standards, consistency, and team culture

Qualifications

• Minimum 2 years in hospitality, managing member experience, customer service leadership, in a hotel or luxury service environment
• Experience training or leading front-line staff required
• Able to work varied shifts, including days, evenings and weekends
• Strong communication and interpersonal skills
• Fitness, wellness, or service-based industry experience a plus

Why Fitometry Health Club

At Fitometry Health Club hospitality is not a “nice to have”—it’s a competitive advantage. This role is for someone who wants to shape culture, elevate people, and create experiences members feel the moment they walk in the door.