Role purpose
The Member Experience Staff serves as the first point of contact for all members and guests at the branch.
This role delivers a professional, customer-focused service suitable for standard branch locations and supports members, guests, and walk-in visitors.
The Member Experience Staff ensures smooth check-in, accurate information sharing, professional handling of requests, and a consistently warm, organized, and professional reception experience.
KEY ACCOUNTABILITIES & ACTIVITIES
- Front Desk Service
- Provide a welcoming, respectful, and professional greeting to every member and guest.
- Maintain a calm, professional tone that reflects a positive branch environment.
- Assist with check-ins, inquiries, class schedules, and basic facility guidance.
- Ensure the reception area is always clean, organized, and presentable.
- Member Relations & Support
- Build positive relationships with members through friendly and sincere interactions.
- Support members with requests such as account inquiries, renewals guidance, locker issues, or program information.
- Handle sensitive situations with confidentiality, cultural awareness, and professionalism.
- Monitor member feedback and escalate concerns promptly to the Branch Manager.
- New Member Onboarding
- Assist in onboarding by preparing documents, conducting orientation steps, and ensuring members understand services, rules, and benefits.
- Guide members through app setup, schedules, class registration, and essential features of the branch.
- Ensure the onboarding process is smooth, organized, and aligned with company service standards.
- Communication & Information Accuracy
- Maintain complete and accurate knowledge of schedules, promotions, policies, and operational procedures.
- Communicate updates clearly to members and relay essential information between departments.
- Ensure all member interactions reflect consistent brand messaging and standards.
- Administrative Tasks
- Complete all system entries, updates, and documentation accurately.
- Process requests, forms, contracts, cancellations, and updates as assigned.
- Manage lost-and-found logs and member communications with care and organization.
- Ensure CRM entries related to Member Experience tasks are accurate and timely.
- Branch Ambiance & Coordination
- Monitor reception traffic to manage queues and ensure smooth flow.
- Report facility issues immediately to maintenance or supervisors.
- Support management in executing events, activations, and service initiatives.
- Maintain professional grooming standards and adhere to the dress code at all times.
REQUIREMENTS FOR ROLE
Experience & qualifications
MINIMUM QUALIFICATIONS
- EDUCATION: Secondary-school certificate (high-school diploma); a tertiary qualification is NOT required.
- TOTAL EXPERIENCE: Minimum 1 year of total work experience (any sector).
- RELEVANT EXPERIENCE: No minimum relevant experience is required; however, the candidate must demonstrate basic competency in the duties of the role.
- Non-relevant experience (e.g., experience in unrelated industries or functions) does NOT substitute for the relevant-experience requirement above.
PREFERRED QUALIFICATIONS
- Education: Diploma or Bachelor's degree in Business Administration, Customer Service, Communications, or a related discipline (or equivalent customer-service experience).
- Certification: Customer-service certifications
- Saudi National (KSA): preferred to support Saudization / Nitaqat compliance; not a blocking criterion.
- Languages: working proficiency in both Arabic and English (Arabic preferred but not mandatory for fitness-coach and specialist technical roles).
Knowledge & skills
- Customer service excellence
- Customer service etiquette
- Professional communication
- Problem solving and decision-making
- Organizational accuracy
- Cultural sensitivity
- Basic administrative and system entry skills
- Teamwork and collaboration
