Supervisor Health and Wellness - Member Services

Turn your passion for people, wellness and relationship-building into meaningful impact at TriHealth. Join the TriHealth Fitness & Health Pavilion and lead a team focused on creating an exceptional member experience from the first tour through every step of the wellness journey. You’ll combine sales, service and leadership in a dynamic health and fitness environment backed by one of Greater Cincinnati’s leading healthcare systems.

Location: 6200 Pfeiffer Rd, Montgomery, OH 45242

Schedule: This position is full-time, Monday-Friday. This role includes evening, weekend, and holiday scheduling.

Benefits: https://careers.trihealth.com/what-we-offer/benefits *Please note: OPTIONAL positions are not eligible for TriHealth benefits*

We offer competitive shift differentials where applicable, opportunities for professional growth, and a comprehensive benefits package that may include medical, dental, vision, paid time off, retirement savings plans, and tuition reimbursement.

Job Overview:

This position is responsible for leading membership sales, promotional outreach, front desk conversion activity, membership onboarding, retention, and member experience workflows at the TriHealth Fitness & Health Pavilion. The incumbent supervises member services associates and front desk staff, ensures consistent sales and service standards, manages prospect follow-up and tour conversion processes, supports marketing and promotional campaigns, monitors membership performance metrics, and provides Manager on Duty coverage on a rotational basis.

Job Requirements:

Associate’s Degree in business, marketing, hospitality, recreation, health administration, communications, or related field. (Required)
Equivalent experience accepted in lieu of degree (Preferred)
1 - 2 years of experience in in membership sales, customer service, hospitality, recreation, retail sales, healthcare access, call center, front desk operations, or related member-facing sales/service environment. (Required)
Up to 1 year of experience in a lead, coordinator, supervisor, or shift leadership role. (Required)
3 - 4 years of experience in a fitness center, community center, recreation, healthcare, hospitality, retail, or member-based service environment with responsibility for sales, promotion, retention, or revenue growth. (Preferred)
Excellent written, verbal, interpersonal, conflict-resolution, organization, sales, promotion, computer, documentation, and customer relationship skills.
Working knowledge of Word, PowerPoint, Excel, Outlook, registration systems, point-of-sale systems, membership platforms, and lead tracking tools.
Basic Life Support (BLS) Required May be obtained within 90 days of employment.

Job Responsibilities:

Works as part of the community center leadership team, attends and contributes to required meetings, and models professionalism.
Provides Manager on Duty coverage and performs all associated leadership, service recovery, safety, and facility oversight responsibilities.
Develops the annual membership sales and promotion plan, staffing model, outreach calendar, communication rhythm, performance goals, and budget inputs.
Oversees member services staffing including hiring, training, scheduling, evaluation, ongoing coaching, sales skill development, and accountability for membership growth activities.
Maintains consistent front desk sales and service standards, accurate member/prospect records, and reliable communication about membership options, promotions, programs, events, policies, and services.
Improves membership growth and the member/guest experience by monitoring sales activity, lead conversion, onboarding completion, retention trends, feedback, and service recovery outcomes.
Provides direct support for tours, membership enrollment, promotional events, outreach activities, front desk coverage, registration, phone inquiries, and member communication as appropriate.

Other Related Information:

Direct Report FTEs = 3-9

Must be able to maintain confidentiality, ensure accurate member/account information, and model calm, consistent service during high-volume or escalated situations.

Working Conditions:

Bending - Occasionally
Climbing - Rarely
Concentrating - Occasionally
Continuous Learning - Frequently
Hearing: Conversation - Frequently
Hearing: Other Sounds - Frequently
Interpersonal Communication - Frequently
Kneeling - Rarely
Lifting <10 Lbs. - Occasionally
Lifting 50+ Lbs. - Rarely
Lifting <50 Lbs. - Occasionally
Pulling - Occasionally
Pushing - Occasionally
Reaching - Occasionally
Reading - Occasionally
Sitting - Occasionally
Standing - Frequently
Stooping - Rarely
Talking - Frequently
Thinking/Reasoning - Occasionally
Use of Hands - Frequently
Color Vision - Frequently
Visual Acuity: Far - Occasionally
Visual Acuity: Near - Frequently
Walking - Frequently

Leadership Performance Standards

TriHealth leaders create a culture of engagement, safety & reliability and high performance by consistently modeling and utilizing the following TriHealth Way leadership competencies, tactics and ALWAYS Behaviors to drive strategic pillar results:

Achievement of Annual Pillar Goals:
1) Safety/Quality, 2) Service, 3) Growth, 4) Culture/People, 5) Finance

Leadership Competencies:
TriHealth Way of Leading
TriHealth Way of Serving
Transformation Change
Drive for Results
Build Organizational Talent

Leadership Tactics:
Conduct department huddles. Generally, clinical departments hold daily huddles, non-clinical hold weekly huddles.
Regularly Round on Team Members, using questions from the rounding log.
- 25 or fewer team members = monthly
- 26-50 team members = every other month
- 51+ (and optional team members) = quarterly

Lead monthly team meetings using meeting agenda template; review stoplight report; cascade key leadership messages.

Model, coach and validate team members use of TriHealth Way behaviors (AIDET + Promise, Always Behaviors and Always HEARD).

Recognize team members for safety wins, positive performance and demonstrating SERVE and ALWAYS behaviors, TriHealth Way of Leading, Serving and Delivering Care.