Guest Relations Team Lead

Description

The Guest Relations Team Lead is a hands-on leader who helps create an exceptional experience for Texas Health employees, community members, and guests. Because Texas Health Fitness Centers serve both Texas Health employees and the general public, this role balances outstanding hospitality, membership and service growth, and operational consistency. The Team Lead supports the Guest Relations Manager, coaches Guest Relations Teammates, and serves as a Manager-on-Duty to ensure the facility is welcoming, organized, safe, and stage-ready.

LEADERSHIP & TEAM SUPPORT

· Lead by example and model company standards, service expectations, policies, uniform requirements, and front-desk protocols.

· Provide in-the-moment coaching, role-play, recognition, and feedback to help Guest Relations Teammates succeed.

· Support daily huddles and communicate key updates, promotions, goals, and priorities to the team.

· Partner closely with the Guest Relations Manager, membership sales team, and facility leadership to ensure consistent communication and teamwork.

· Assist with onboarding and training new Guest Relations Teammates; ensure required sales and systems training is completed.

GUEST EXPERIENCE & MEMBERSHIP GROWTH

· Deliver and coach exceptional service for members, guests, and prospects across every interaction.

· Support membership, personal training, service, and promotional goals through tours, lead follow-up, outreach, referrals, and upselling.

· Ensure the team is knowledgeable about memberships, services, equipment, wellness programming, and current promotions.

· Address guest concerns and complaints professionally, escalating significant issues to the appropriate leader when needed.

· Gather member feedback and identify opportunities to strengthen the guest experience.

MANAGER-ON-DUTY & OPERATIONS

· Serve as Manager-on-Duty, including opening and closing responsibilities, facility security, cash-handling procedures, and escalation support.

· Complete regular facility walks to ensure cleanliness, safety, organization, and a stage-ready environment throughout the club.

· Maintain accuracy in CRM, lead-generation, scheduling, and transaction systems; assist teammates with troubleshooting and proper system use.

· Report equipment damage, facility concerns, technology issues, and significant teammate or guest matters promptly.

· Help improve systems, workflows, and team practices that support a more efficient operation and stronger guest experience.

Requirements

• A minimum of six months of Guest Relations or customer-service experience preferred; leadership experience is a plus.
• Demonstrated ability to coach others, communicate clearly, and lead with professionalism and accountability.
• Proficiency in CRM, lead-generation, scheduling, and point-of-sale systems; experience with ABC and Zenoti preferred.
• Strong sales, service, organization, and problem-solving skills.
• Ability to work varying hours and days to meet business needs, including early mornings, evenings, weekends, and holidays, as needed.

PHYSICAL REQUIREMENTS

• Must frequently lift 25 pounds or more.
• Must be able to be on feet for at least eight hours per day, if needed.