Lead Front Desk Attendant

Health Fitness, a Trustmark company, is a proven leader in providing fitness solutions that engage and connect people both on-site and online, to create a strong community of health. Our work focuses on creating meaningful connections with each of our participants to help them move forward. We foster each individual’s journey by creating communities of health within the organizations we serve – so that everyone is supported.

As an employee of Health Fitness you will enjoy a variety of health and financial benefits and receive competitive pay. We provide personal and professional support, training and development and flexible employment opportunities.

Harvard Recreation, proudly managed by Health Fitness, is seeking a Lead Front Desk Attendant to join the team on campus in Cambridge, Massachusetts
. This is an exciting opportunity for a customer-focused, proactive individual who thrives in a dynamic, higher education environment. If you lead by example and are passionate about delivering exceptional service, we’d love to have you on our team.

Full-time: 30-40 hours per week

Schedule: Sunday-Thursday 4pm-11pm during academic year. Schedule will vary during non-academic year, based on facility hours.

Responsible for ensuring the smooth operation of front desk activities and overseeing the work of front desk staff during shifts. Maintains a welcoming and efficient environment for members and guests. Ensure all tasks are completed efficiently, provide oversight and support to the front desk staff, and escalate any performance issues to the Membership Manager as necessary.

• Keep up to date with Front Desk Staff guidelines, expectations, and procedures to adhere, enforce, and build confidence with colleagues to promote and maintain staff efficiency and effectiveness.

• Promptly elevate performance concerns directly to the Membership Manager, providing the management team with timely insights into the performance of the Front Desk staff during their shifts.

• On-site assistance with facility oversight and operations to provide efficient upkeep of the three Harvard Recreation buildings. Identify needs and communicate with the Membership Manager & Operations to submit work orders, filing the necessary information on the Operations Communications Log, determining when to get in contact with Control Center for immediate response while maintaining a constant physical presence within the facility, and other operational processes.

• Provide presence and guidance for departmental staff working on-site in the absence of management.

• Support the Assistant Membership Manager with onboarding of Front Desk staff, including leading training sessions, leading shift shadowing sessions and participating in staff job interviews.

• Work in a heavy customer-facing role, such as member check-ins, guest sign-ins, and transactions, as well as assisting with membership sales and renewals, as needed.

• Responsible for safety and well-being of all guests, visitors and members who utilize the facilities, including responding to sudden medical emergencies and providing proper CPR/AED and First Aid care.

• Leverage outstanding interpersonal skills to drive member retention and deliver meaningful customer service in a heavy customer-facing role. Ensure all guests, visitors, and members receive exceptional service while thriving in a fast-paced, team-oriented environment.

• Work daily with computers and willingness to learn new computer applications and skills to troubleshoot on the go.

• Other duties as needed/assigned.

• High school diploma or GED and 2+ years of in-person customer service experience.

• OSHA compliant Adult First Aid/CPR/AED from American Red Cross, American Heart Association, National Safety Council, or American Safety & Health Institute required within 90 days of hire.

• Basic computer skills (word, excel, outlook etc.) and working knowledge of a member management/point of sale system. Ability to navigate electronic systems, learning new systems, and troubleshoot systems is required.

• Strong interpersonal, accountability and customer service skills.

• Proven capability to succeed in a collaborative…