Member Experience Associate

Location: Wilmington, DE
Employment Type: Full Time & Part Time 

Schedule: TBD 

Position Overview

We are seeking professional, polished, and service-oriented Gym Personnel to join our facility. As a Member Experience Associate, you will be the face of our brand—delivering exceptional customer service, maintaining immaculate facilities, and ensuring every member receives premium, personalized experience.

Our ideal candidate is energetic, detail-oriented, and passionate about hospitality, wellness, and creating a five-star environment.

Key Responsibilities

Member Service & Hospitality

• Greet all members and guests warmly by name when possible
• Deliver a concierge-level experience from check-in to departure
• Anticipate member needs and proactively offer assistance
• Provide accurate information regarding memberships, services, and amenities
• Handle member inquiries, requests, and concerns promptly and professionally
• Build strong relationships with members to enhance retention and satisfaction
• Knowledge and consistency of the daily operation of the Fitness Center and its rules, regulations, policies and procedures

Front Desk & Operations

• Manage check-ins and guest registrations efficiently
• Entering new member information in database
• Answer phones and respond to emails in a professional manner
• Maintain confidentiality of member information
• Keeping current on policies, procedures, specials, deadlines, changes, etc
• Keeping employees informed of current information by consistently updating the Memo book

Facility Excellence

• Ensure the gym floor, locker rooms, and common areas remain spotless and well-organized
• Monitor equipment cleanliness and functionality
• Order of supplies
• Report maintenance needs promptly
• Uphold luxury standards in presentation, grooming, and facility appearance

Qualifications

• Previous experience in hospitality, luxury retail, hotel, or high-end fitness environment preferred
• Strong interpersonal and communication skills
• Professional appearance and demeanor
• Ability to multitask in a fast-paced environment
• Strong problem-solving skills and service mindset
• CPR/AED certification (preferred or willingness to obtain)
• Proficiency in computer skills including Word, Excel, Outlook, PowerPoint
• Requires regular light to moderate lifting

Key Competencies

• Exceptional customer service orientation
• Emotional intelligence and empathy
• Professionalism and discretion
• Reliability and punctuality
• Team-oriented attitude

What We Offer

• Competitive compensation
• Complimentary gym membership
• Ongoing training and professional development

Equal Employment Opportunity

BPG Real Estate Services, LLC, provides equal employment opportunities to all qualified individuals without regard to race, creed, color, religion, national origin, age, sex, marital status, sexual preference, or non-disqualifying physical or mental handicap or disability in each aspect of the human resources function. 

ADA Compliance

Applicants and associates with disabilities must be able to perform essential job functions with or without reasonable accommodation. Reasonable accommodations will be considered in accordance with applicable laws.

Disclaimer

This job description outlines general responsibilities and duties and is not intended to be a comprehensive list. Responsibilities may be modified as needed based on the company’s operational needs.

About BPG Real Estate Services, LLC

Founded in 1993, BPG Real Estate Services, LLC is a privately held, full-service real estate acquisition, development, and management company with offices and properties in Washington, D.C., Wilmington, DE, Philadelphia, PA, and Baltimore, MD. Our success starts with our people. Guided by our values, we work to transform the communities we serve, exceeding expectations for residents, tenants, and clients alike.