Front Desk Supervisor; Closing

ROLES AND RESPONSIBILITIES

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 and 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‑orientated 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 escalating 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 8s are completed daily. Perform all basic system transactions pertaining to enrolling new members and explaining the terms for all membership options. Ensure a consistently clean Welcome Desk at all times and a friendly/inviting customer experience. Partner with GM/AGM to quickly address any incidents, maintenance or equipment issues that are visible to members.

Review and adhere to all NYSC documents including but not limited to policies and procedures, employee handbook, state supplement, codes of conduct, etc. Maintain an acute awareness for all loss prevention matters (i.e., emergency doors locked, alarms functional). Be a hands‑on supervisor and lead by example, always approaching your work with our Clubhouse Rules and the mentality of a service‑based leader.

Be available to SSRs to address questions and concerns in partnership with the GM/AGM. Efficiently check in and handle routine member service tasks using club systems such as creating online accounts, resetting passwords, updating credit cards, collecting past‑due balances, freezing/cancelling membership agreements, and managing group exercise class reservations. Always report to work on time and in proper uniform to best represent the brand.

Professionally collaborate with, and communicate all information to, club team and corporate personnel, as well as members and guests, through all permissible media (i.e., e‑mail, telephone, social media). Effectively communicate new promotions and services at point of contact, so that the member gets the most out of their gym membership. Contact prospective members and member referrals via call drives to help them begin their fitness journey with us.

Exhibit full knowledge of all club offerings and services in order to build value, facilitate the sale of memberships, and promote the business. Educate SSRs on the principles of the brand by being a brand ambassador and ensuring brand consistency.

Work to resolve issues that affect the service, efficiency, and…