Front Desk Supervisor; Closing

Front Desk Supervisor (Closing) | New York Sports Club | Boston, MA | Salary: $77,000.00–$

New York Sports Club and its family of brands is a dynamic fitness club with locations in the Northeast. We aim to provide members with fitness results, positive change, and personal connections through innovative programming and knowledgeable staff. Our mission: “Improve Lives Through Fitness.”

The Front Desk Supervisor provides a welcoming and safe environment for members and guests during opening/closing hours, delivers high‑level customer service, and models expectations for Service and Sales Representatives. The supervisor also assists management with retention efforts and accounts receivable collection.

• Promote, maintain, and protect the customer experience by developing Service & Sales Representatives to be solution‑oriented.
• Engage with members and guests to foster interest, drive membership sales through referrals, and encourage retention.
• Respond quickly to member feedback and complaints and escalate issues to club management as necessary.
• Handle basic membership, services, and billing inquiries.

• Hold yourself and the SSR team to high standards of operational excellence.
• Assist in assessing SSR performance by providing real‑time constructive feedback.
• Conduct courageous conversations with team members as needed.
• Lead and inspire cooperation and influence behavior.

• Support onboarding of new SSRs with proper immersion plans and clear expectations.
• Create an open environment where employees can ask questions and progress along their learning journey.

• Assist the General Manager with administrative tasks including billing calls and ensuring Member Experience Walkthroughs and Figure 8’s are completed daily.
• Perform basic system transactions for enrolling new members and explaining membership options.
• Maintain a clean Welcome Desk and friendly experience.
• Partner with GM/AGM to address incidents, maintenance or equipment issues.
• Review and adhere to NYSC documents such as policies, procedures, and employee handbook.
• Maintain awareness of loss prevention matters (e.g., emergency doors, alarms).
• Lead by example and adhere to Clubhouse Rules.
• Be available to SSRs for questions and concerns.
• Check‑in and handle routine member service tasks using club systems.
• Report to work on time and in proper uniform.

• Collaborate with club team, corporate personnel, members, and guests through permitted media.
• Effectively communicate promotions and services at point of contact.
• Contact prospective members and referrals via call drives.

• Demonstrate full knowledge of club offerings and services.
• Educate SSRs on brand principles and maintain brand consistency.

• Resolve issues that affect service, efficiency, and productivity.
• Address customer complaints with timely solutions.
• Partner with management to remove barriers to results.

• 2‑3 years of face‑to‑face customer service experience.
• At least 1 year of supervisory experience in fitness, hospitality, or retail.
• Child & Adult AED/CPR certified.
• Ability to learn and use POS, timekeeping, and membership systems.
• Comfortable leading outreach and referral activities.
• 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.
• Strong communication and interpersonal skills.
• Highly organized and detail‑oriented with proven follow‑up skills.
• Ability to work independently, prioritize responsibilities, and multi‑task with urgency.
• Prolonged periods standing at the Welcome Desk and working on a computer.
• Physical demands: lift up to 20 pounds, walk throughout club, climb stairs (if applicable), bend and lift objects.

• Full‑time position with weekly opening/closing schedule and weekend shifts.
• Schedule 15 minutes before opening and after closing to ensure facility walkthrough.

• Mid‑Senior level

• Full‑time

• Management and Manufacturing
• Wellness and Fitness Services