Member Experience Staff

Role Overview

The Member Experience Staff acts as the initial contact point for all members and guests visiting the branch. This position is focused on delivering excellent customer service that is professional, warm, and consistent with branch standards. Responsibilities include handling check-ins, answering inquiries, facilitating a positive environment, and supporting member needs effectively.

Primary Responsibilities

• Provide a courteous and professional reception to members and visitors at the front desk.
• Maintain a calm and positive atmosphere reflecting well on the branch environment.
• Assist with member check-in procedures, respond to general questions, and give guidance on class schedules and branch facilities.
• Keep the reception area neat, orderly, and welcoming at all times.
• Develop positive connections with members through friendly and genuine interactions.
• Support members with account questions, membership renewals, locker access, and program details.
• Handle sensitive matters with discretion, cultural awareness, and professionalism.
• Monitor member feedback and escalate any issues promptly to the Branch Manager.
• Participate in onboarding new members by preparing necessary documents, guiding orientation, and explaining branch services, rules, and benefits.
• Assist members in setting up the branch app, registering for classes, and utilizing branch features.
• Ensure smooth and organized onboarding aligned with company standards.
• Maintain up-to-date and accurate information on schedules, promotions, policies, and operating procedures.
• Effectively communicate updates and relay essential information between departments.
• Maintain consistent brand messaging during member interactions.
• Complete administrative duties including data entry, form processing, contract management, cancellation handling, and maintaining lost-and-found records.
• Ensure accurate and timely Customer Relationship Management (CRM) entries related to member experience tasks.
• Manage reception traffic to avoid congestion and maintain smooth flow of members.
• Report any issues related to facility maintenance immediately to relevant supervisors.
• Assist management with events, promotional activities, and service initiatives.
• Adhere to professional grooming and dress code standards at all times.

Qualifications and Experience

• Minimum education: High school diploma or equivalent.
• Work experience: At least 1 year of work experience in any sector.
• No previous experience specific to this role is mandatory, but candidates should show competence in the position's duties.
• Experience outside the role’s relevant functions does not replace the required minimum experience.

Preferred Qualifications

• Diploma or Bachelor's degree in Business Administration, Customer Service, Communications, or a related field, or equivalent customer service experience.
• Customer service certification(s) are a plus.
• Saudi nationals are preferred to support local employment compliance; however, this is not a strict requirement.
• Proficiency in Arabic and English is preferred; Arabic is favored but not mandatory except for specialized fitness or technical roles.

Core Skills

• Exceptional customer service capabilities
• Proper customer interaction etiquette
• Effective professional communication
• Strong problem-solving and decision-making skills
• Accuracy and organization in administrative tasks
• Cultural sensitivity and awareness
• Basic computer and system data entry skills
• Ability to collaborate and work well within a team