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! It is our goal to provide our members with fitness results, positive change and personal connections through innovative programming and knowledgeable staff. Our mission is to “Improve Lives Through Fitness”. Our success comes from continuously modeling and promoting the mission, values, and guiding principles with pride and integrity.

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! It is our goal to provide our members with fitness results, positive change and personal connections through innovative programming and knowledgeable staff. Our mission is to “Improve Lives Through Fitness”. Our success comes from continuously modeling and promoting the mission, values, and guiding principles with pride and integrity.

The Front Desk Supervisor position provides a welcoming and safe environment for members and guests during our opening/closing hours through a high level of customer service. This individual will also act as a role model for the Service & Sales Representatives. The Front Desk Supervisor will assist the General Manager/Assistant General Manager with retention by focusing on cancel saves and Accounts Receivable (AR) collections.

Below is a list of responsibilities that identify success in the role as a Front Desk Supervisor, additional duties may be assigned.

• 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 their interest in our offerings, drive membership sales through referrals, and encourage their continued retention.
• Ensure a quick response time to member feedback, complaints, and
  ** escalate
  * * issues to club management as necessary.
• Navigate basic questions about membership, services, and billing inquiries.

• Hold yourself and the SSR team accountable to high standards of operational excellence.
• Assist in the support and assessment of SSR performance and development by providing real-time ongoing constructive feedback, focusing on internal development.
• Willingness to have courageous conversations with team members as needed in accordance with company policy.
• Exhibit the ability to lead and inspire cooperation and influence behavior.

• Support the onboarding of new SSRs by utilizing proper immersion plans to ensure clear expectations while setting them up for success.
• Create an open environment where employees are empowered to ask questions and continue to progress along their Learning Journey.

• Assist the General Manager in administrative tasks including billing calls, confirming appointments and ensuring that Member Experience Walkthroughs (MEW) and Figure 8’s are completed daily.
• Perform all basic system transactions pertaining to enrolling new members and explaining the terms for all membership