Position Overview
The Membership Services Consultant (MSC) is a frontofhouse, serviced driver responsible for delivering the elevated, hospitalityfocused experience that defines the Crunch Select club model. As the first and final point of contact for members and guests, the MSC blends conciergelevel service, operational excellence, and brand ambassadorship to create a highly personalized, memorable experience during every visit.
The MSC is expected to demonstrate heightened professionalism, anticipatory service behaviors, and uncompromising attention to detail consistent with a premium, luxury fitness environment. This position is critical to member satisfaction, retention, and the perception of Select as the pinnacle of the Crunch brand.
Key Responsibilities
Elevated Member Experience & Hospitality
- Deliver warm, personalized greetings and sincere farewells to every member and guest, using names whenever possible and referencing recent visits, workouts, or classes.
- Anticipate member needs and proactively help before requests are made (towels, class support, recovery guidance, directions, or schedule reminders).
- Execute Crunch Select’s Three Steps of Service in every interaction:
- Warm Greeting
- Anticipate Every Member’s Needs
- Fond Farewell
- Create a welcoming, calm, and polished lobby experience reflective of a luxury hospitality environment.
Front Desk & Club Operations
- Manage all member and guest checkins in accordance with Select operating standards using club systems and digital tools.
- Address account alerts, billing questions, guest registrations, and general inquiries with efficiency, discretion, and professionalism.
- Own member issues from start to finish—resolve concerns immediately when possible or coordinate timely solutions with leadership.
- Support group fitness class checkins, class waitlists, and digital reservation processes as required.
- Maintain deep knowledge of club amenities, programming, recovery services, policies, and schedules to confidently answer questions and guide members.
Facility Presentation & Cleanliness Excellence
- Maintain impeccable frontofhouse standards, ensuring the lobby, desk area, retail displays, and surrounding spaces remain clean, organized, and visually pristine at all times.
- Participate in continuous, discreet sanitization and service resets throughout the shift.
- Identify and escalate facility or maintenance concerns promptly to preserve the elevated Select environment.
Retail & Brand Representation
- Support an elevated, boutiquestyle retail environment by adhering to all retail standards, signage requirements, and planograms.
- Assist with retail transactions and product education when needed.
- Act as a brand ambassador, consistently representing Crunch Select with polish, confidence, and authenticity.
Team Standards & Culture
- Uphold the Crunch Select’s Service Pledge and daily service principles, including lateral service ownership and collective accountability.
- Always maintain a flawless personal presentation, including Selectbranded uniform, grooming, posture, and professional demeanor.
- Participate in required training, meetings, and ongoing service coaching.
- Collaborate closely with leadership, concierge sales advisors, trainers, and group fitness teams to ensure a seamless member journey.
Service Standards & Behavioral Expectations
Membership Services Consultants are expected to:
- Deliver consistent, hightouch service worthy of a premium membership price point.
- Demonstrate emotional intelligence, discretion, and confidence in all interactions.
- Maintain composure and professionalism in highvolume or elevatedexpectation environments.
- Take pride in details—language, tone, posture, appearance, cleanliness, and atmosphere.
- Treat every interaction as an opportunity to reinforce loyalty and brand trust.
Required Qualifications
- Strong customer service or hospitality background (luxury retail, boutique fitness, hotels, or highend service environments preferred)
- Exceptional communication and interpersonal skills
- High attention to detail with a polished, professional presence
- Ability to multitask and remain composed in a fastpaced environment
- Confidence using digital tools, membership systems, and mobile technology
- Teamoriented mindset with a strong sense of ownership and accountability
- Open availability, including early mornings, evenings, weekends, and holidays as required
Preferred Experience
- Prior experience in a premium fitness, hospitality, or conciergestyle role
- Experience handling elevated member expectations or VIP clientele
- Familiarity with membershipbased services, reservations, or guest experience operations
Pay
- Starting pay is $17 per hour, with opportunities for growth and advancement based on performance, plus the opportunity to earn commission.
Why This Role Matters
The Membership Services Consultant plays a defining role in shaping the Crunch Select experience. This position is not transactional, it is relational. Success in this role directly impacts member satisfaction, retention, and brand perception, making the MSC a cornerstone of Crunch’s Select service model.