Front Desk Lead

Benefits

• Employee discounts
• Free uniforms
• Health insurance for eligible employees
• Opportunity for advancement
• Training & development
• Wellness resources
• Bonus based on performance

The Front Desk Lead is responsible for providing superior customer service to members and guests and for the daily management of a team of Front Desk Representatives. Duties include training, coaching, motivating, and enforcing company policies and procedures.

• Ensure guests and members are warmly greeted and promptly assisted.
• Answer incoming calls professionally and efficiently.
• Supervise point of sales system operations.
• Enforce proper member check‑in procedures.
• Respond to member questions, requests, and concerns; promptly escalates unresolved issues to management.
• Maintain the maintenance log, fitness profiles, telephone inquiries, and group fitness reservations.
• Report or escalates any unsafe conditions or emergency situations.
• Supervise front desk and retail operations.
• Keep front desk and lobby neat and clean at all times.
• Monitor retail goals and ensure the club meets or exceeds assigned goals.
• Contact past‑due members with Front Desk Representatives regarding late dues and down payments.
• Partner with maintenance and janitorial staff to resolve maintenance or cleanliness issues.
• Create weekly staff schedules and distribute them timely.
• Enforce front desk staff dress code and time/attendance reporting compliance.
• Train front desk staff on day‑to‑day duties; provide related training, policies, and procedures.
• Monitor and coach staff job performance.
• Assist Operations Manager with performance appraisals.

The Front Desk Lead reports to the Operations Manager and helps oversee Front Desk Representatives. This position interacts with all levels of management and staff within corporate and field offices, the clubs, and the Front Desk Representative team.

• Energetic, friendly, outgoing personality with a positive attitude.
• Strong interpersonal and communication skills, including telephone etiquette.
• Strong customer service focus, diplomacy, and professionalism.
• Ability to understand and follow oral and written instructions.
• Capable of multi‑tasking while maintaining accuracy and attention to detail.
• Ability to motivate a team, especially to achieve sales goals.
• Ability to hold team members accountable and coach them when necessary.
• Adherence to meal and rest break periods; must clock in and out for all shift times.

High school diploma or GED required. Current Cardiopulmonary Resuscitation (CPR) and Automated External Defibrillator (AED) certification required.

Must have 6 months of customer service experience in health club, retail, hospitality, or food service industry.

Experience with multiple phone lines is preferred.

Compensation: $17.00 per hour

If you have a disability under the Americans with Disabilities Act or a similar law and wish to discuss accommodations related to applying for employment, please contact us at  or email