Front Desk Weekend Lead

Overview

Front Desk Weekend Lead (Part-Time) position at New York Sports Club and our family of brands. This role provides a welcoming and safe environment for members and guests during opening/closing weekend hours with a high level of customer service. The position is 2 days per week (16 hours) with shifts between Friday, Saturday, and Sunday. The role may serve as a role model for the Service and Sales Representatives and supports retention efforts in collaboration with the General Manager/Assistant General Manager.

The Front Desk Weekend Lead will:

• Provide exceptional customer service to promote, maintain, and protect the member experience by developing Service & Sales Representatives (SSR) to be solution-oriented and aligned with the mission, values, and guiding principles.
• Engage with members and guests to foster interest in offerings, drive membership sales through referrals, and support retention.
• Respond quickly to member feedback and complaints, escalating issues to club management as necessary.
• Address basic questions about membership, services, and billing inquiries.

• Hold self and SSR team to high standards of operational excellence.
• Support SSR performance and development with real-time, constructive feedback.
• Conduct courageous conversations with team members when needed in accordance with company policy.
• Lead and inspire cooperation and positive behavior among staff.

• Support onboarding of new SSRs with immersion plans that set clear expectations and set them up for success.
• Foster an open environment where employees can ask questions and progress along their Learning Journey.

• Assist the General Manager with administrative tasks including billing calls, confirming appointments, and ensuring Member Experience Walkthroughs (MEWs) and Figure 8s are completed daily.
• Process basic system transactions for enrolling new members and explain terms of membership options.
• Maintain a consistently clean Welcome Desk and provide a friendly, inviting customer experience.
• Partner with the GM/AGM to address incidents, maintenance, or equipment issues visible to members.
• Review and adhere to NYSC documents including policies and procedures, employee handbook, state supplement, and codes of conduct.
• Maintain awareness of loss prevention matters (e.g., doors, alarms).
• Lead by example with Clubhouse Rules and a service-based leadership mentality.
• Be available to SSRs to address questions and concerns in partnership with the GM/AGM.
• Handle routine member service tasks using club systems (creating online accounts, resetting passwords, updating credit cards, collecting past due balances, freezing/canceling memberships, managing class reservations).
• Report to work on time and in proper uniform to represent the brand.

• Collaborate professionally with club team, corporate personnel, members, and guests via permissible media (e-mail, telephone, social media).
• Communicate new promotions and services effectively at the point of contact to maximize member value.
• Contact prospective members and referrals to help them begin their fitness journey.

• Maintain full knowledge of club offerings to build value, facilitate membership sales, and promote the business.
• Educate SSRs on brand principles and ensure brand consistency.

• Resolve issues affecting service, efficiency, and productivity of the club.
• Address customer complaints with timely, customer-service-focused solutions.
• Partner with management to identify and remove barriers to drive results.

• 2-3 years of face-to-face customer service experience.
• At least 1 year of supervisory experience in a fitness, hospitality, or retail environment.
• Child & Adult AED/CPR certified.
• Ability to learn and maximize POS, timekeeping, and membership systems.
• Comfortable leading outreach and referral activities to generate leads, contacts, and appointments.
• Successful track record of working in a team-oriented environment.
• Ability to handle challenging member issues with patience, tact, and professionalism.
• Sense of urgency regarding customer service and sales results.
• Demonstrated communication and interpersonal skills.
• Highly organized with attention to detail and follow-up skills.
• Ability to work independently, prioritize, and multi-task with urgency.
• Prolonged standing at the Welcome Desk and computer use.
• Physical ability to lift up to 20 pounds with/without accommodations; climb stairs where applicable; other tasks as assigned.

Due to the nature of the business, NYSC has specific scheduling guidelines for this position. This part-time role adheres to a weekly opening/closing schedule on Friday, Saturday, and Sunday, with shifts starting 15 minutes before opening and ending after closing to ensure a proper facility walkthrough.