Front Desk Supervisor; Closing

Brief Description

New York Sports Club and our family of brands is a long‑standing, dynamic fitness club brand with locations in the Northeast. We consider ourselves your local neighborhood gym, aiming to provide members with fitness results, positive change, and personal connections through innovative programming and knowledgeable staff. Our mission is “Improve Lives Through Fitness.” We are proud to model and promote our mission, values, and guiding principles with integrity.

The Front Desk Supervisor creates a welcoming, safe environment for members and guests during opening and closing hours, delivers exceptional customer service, and supports the General Manager/Assistant General Manager with member retention, cancellation savings, and accounts receivable collections.

• Promote, maintain, and protect the customer experience by developing Service & Sales Representatives (SSR) to be solution‑oriented and consistently deliver on our mission, values, and guiding principles.
• Engage with and build genuine connections with all members and guests to foster interest in our offerings, drive membership sales through referrals, and encourage continued retention.
• Ensure quick response to member feedback and complaints, escalating issues to club management as necessary.
• Navigate basic questions about membership, services, and billing inquiries.

• Hold both self and the SSR team accountable to high standards of operational excellence.
• Provide real‑time, constructive feedback to support SSR performance and development.
• Conduct courageous conversations with team members as needed in accordance with company policy.
• Lead, inspire cooperation, and influence behavior.

• Support onboarding of new SSRs with proper immersion plans to set clear expectations and ensure success.
• Create an environment where employees feel empowered to ask questions and advance along their learning journey.

• Assist the GM with administrative tasks: billing calls, appointment confirmations, and daily completion of Member Experience Walkthroughs (MEW) and Figure 8s.
• Perform system transactions for enrolling new members, explaining differing membership options, and handling routine member tasks.
• Maintain a consistently clean Welcome Desk and foster a friendly, inviting customer experience.
• Partner with GM/AGM to address incidents, maintenance, or equipment issues visible to members.
• Review and adhere to all NYSC documents, including policies, procedures, employee handbook, state supplement, and codes of conduct.
• Maintain acute awareness for loss‑prevention matters, such as emergency door status and alarm functionality.
• Act as a hands‑on supervisor, lead by example, and embody Clubhouse Rules and a service‑based leadership mentality.
• Be available to SSRs to address questions and concerns in collaboration with the GM/AGM.
• Efficiently check in members and manage tasks using club systems (online accounts, password resets, credit‑card updates, past‑due collections, membership cancellations or freezes, and group‑class reservations).
• Appear on time and in proper uniform to represent the brand.

• Professionally collaborate and communicate with club team, corporate personnel, members, and guests via all permissible media (e‑mail, telephone, social media).
• Effectively communicate new promotions and services so members maximize their membership.
• Contact prospective members and referrals through call drives to help them begin their fitness journey.

• Demonstrate full knowledge of all club offerings and services to add value, support membership sales, and promote the business.
• Educate SSRs on brand principles and act as brand ambassadors to ensure consistency.

• Resolve issues that affect club service, efficiency, and productivity.
• Address customer complaints with timely, customer‑service‑focused solutions.
• Collaborate with management to identify and eliminate barriers to results.

• 2–3 years of face‑to‑face customer service experience.
• At least 1 year of supervisory experience in a fitness,…