Recover Lounge Team Leader

The Recover Lounge Team Leader (RLTL) is responsible for ensuring the Recover Lounge delivers world class customer service while providing a welcoming, relaxing, and rejuvenating environment for all members and guests. As a vital extension of the member experience, the RLTL ensures the department reflects the company's culture, brand promise of Making People Feel Comfortable, and core purpose of Changing People's Lives by anticipating member needs, delivering exceptional recovery experiences, and creating raving fans.

The RLTL is responsible for building and developing a knowledgeable, engaged, and results driven team through recruiting, interviewing, hiring, onboarding, training, coaching, and continual development of Recover Lounge Team Members. The RLTL must possess extensive knowledge of all Recover Lounge services, including Infrared Saunas with Red Light Therapy, Compression Boots, Cold Therapy, and additional recovery services, and confidently educate members on their benefits, proper use, and intended experience.

The RLTL uses this knowledge to drive member engagement and revenue through membership upgrades, recovery packages, and other applicable services while ensuring the Recover Lounge remains clean, organized, calming, and aligned with the company's feng shui principles. The RLTL collaborates with fellow Team Leaders and reports directly to the Assistant General Manager.

Duties and Accountabilities include but are not limited to:

Team Leadership, Recruiting and Development

Assist the Assistant General Manager with recruiting, interviewing, selecting, and hiring Recover Lounge Team Members in accordance with company policies and hiring standards.

Develop and maintain a strong pipeline of qualified candidates to support current and future staffing needs.

Lead the onboarding process for new Recover Lounge Team Members, ensuring they receive appropriate training on company policies, procedures, customer service expectations, recovery services, equipment, safety, and revenue expectations.

Provide ongoing training and development to ensure Team Members maintain extensive knowledge of Infrared Saunas with Red Light Therapy, Compression Boots, Cold Therapy, and all other Recover Lounge services.

Continually coach and develop Team Members on member engagement, service delivery, product knowledge, sales techniques, and revenue generating opportunities.

Regularly observe Team Members and provide constructive feedback, coaching, and recognition.

Evaluate Team Member performance and provide input regarding performance reviews, corrective action, recognition, and advancement opportunities.

Lead by example and consistently demonstrate the company's culture, values, and commitment to exceptional member service.

Member Experience and Recovery Services

Create a welcoming, relaxing, and rejuvenating environment that supports the company's brand promise of Making People Feel Comfortable.

Ensure every member receives a personalized and exceptional Recover Lounge experience.

Educate members on the benefits and proper use of Infrared Saunas with Red Light Therapy, Compression Boots, Cold Therapy, and other recovery services.

Ensure Team Members can confidently answer member questions and provide appropriate guidance regarding recovery services.

Anticipate member needs and proactively recommend services based on member goals, interests, and previous usage.

Maintain a high level of member engagement and encourage repeat use of Recover Lounge services.

Resolve member concerns promptly and professionally, escalating issues when appropriate.

Sales and Revenue Generation

Drive Recover Lounge revenue by identifying and capitalizing on opportunities to upgrade memberships and sell recovery packages.

Train and coach Team Members to confidently educate members about the value and benefits of membership upgrades, recovery packages, and available services.

Establish a sales focused culture that prioritizes education and member needs while creating opportunities for additional revenue.

Monitor Recover Lounge sales and revenue performance and communicate opportunities, challenges, and results to the Assistant General Manager.

Promote Recover Lounge services, packages, promotions, programs, and events to existing and prospective members.

Department Operations

Work at least 2 to 4 Recover Lounge shifts weekly.

Cover shifts as needed, including opening and closing responsibilities when required.

Schedule Team Members to ensure appropriate coverage during all operating hours while maintaining budgeted labor expectations.

Ensure all Recover Lounge Team Members follow company policies, procedures, safety standards, and operational expectations.

Maintain all supplies and materials necessary for the Recover Lounge.

Perform monthly inventory of recovery equipment and supplies.

Ensure all recovery equipment is properly maintained, clean, operational, and used according to company guidelines.

Cleanliness and Environment

Ensure the Recover Lounge and surrounding areas remain clean, organized, inviting, and aligned with company feng shui principles.

Perform and oversee cleaning and sanitation duties, including but not limited to recovery equipment, lounge spaces, workstations, and restrooms.

Ensure Team Members consistently maintain cleanliness and sanitation standards throughout their shifts.

Monitor the overall appearance and presentation of the Recover Lounge and take immediate action when standards are not met.

Communication and Club Support

Maintain clear and consistent written and verbal communication within the Recover Lounge team and across departments.

Collaborate with fellow Team Leaders, Operations Managers, General Managers, and other club leadership to support overall club goals.

Assist with club wide marketing efforts, including seasonal and promotional décor.

Promote Recover Lounge services throughout the club and identify opportunities to increase awareness and utilization.

Support club events, promotions, and initiatives as needed.

Serve as a positive ambassador for the Recover Lounge and the Brick Bodies brand.

Because of the fluctuating demands of club operations, Team Members may be required to perform a variety of functions. As an essential part of this role, you are expected to support other Team Members as needed. Likewise, others will support you. Additional duties may be assigned that are not listed above.

Role model the Brick Bodies Core Values

• Live the Brand
• Be Tenacious
• Be a Team Player

Skills/ Experience

• Experience in health club operations and/ or customer service
• CPR/ AED Certification (course provided if needed)
• Excellent communication and interpersonal relationship building skills
• Time management and prioritization; ability to establish urgency of tasks and multi-task under pressure
• Attention to detail
• Pride in cleanliness of workspace and equipment