Job description for Member Experience Associate at eKan
Must-have qualities:
* Warm & naturally welcoming
Guests should feel acknowledged immediately, not “processed.”
* High initiative
Refill towels without being told, notice low stock, solve small problems independently.
* Emotionally steady
Can handle difficult members, trainer drama, late clients, scheduling chaos without panicking.
* Detail-oriented
Small things matter in boutique fitness: names, package counts, preferences, birthdays, cleanliness.
* Fast responsiveness
Especially on WhatsApp. Delayed replies kill conversions and retention.
* Hospitality mindset
Thinks: “How do I make this feel premium and cared for?”
* Presentable & polished
Not necessarily conventionally attractive — more neat, clean, energetic, well-spoken.
* Sales confidence without sounding pushy
Able to explain packages naturally and comfortably.
* Strong communication
Clear wording, good tone, not passive aggressive, not overly casual.
* Discreet & trustworthy
Front desk hears everything. They must not gossip internally or externally.
* Team-oriented
No “that’s not my job” mentality.
* Tech & systems comfortable
Scheduling systems, POS, spreadsheets, memberships, payment tracking.
* Anticipatory thinking
The BEST FOH staff think ahead:
“Class is full, towels are running low, trainer is late, this member looks confused.”
