Front Desk Supervisor

Front Desk Supervisor

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! Our goal is to provide members with fitness results, positive change, and personal connections through innovative programming and knowledgeable staff. Our mission is “Improve Lives Through Fitness.”

• The Front Desk Supervisor provides a welcoming and safe environment for members and guests during opening/closing hours through a high level of customer service.
• Act as a role model for Service and Sales Representatives.
• Assist the General Manager/Assistant General Manager with retention by focusing on 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 their interest in our offerings, drive membership sales through referrals, and encourage their continued retention.
• Ensure quick response time to member feedback, complaints, and escalation of 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 assessment of SSR performance and development by providing real‑time ongoing constructive feedback, focusing on internal development.
• Conduct courageous conversations with team members as needed in accordance with company policy.
• Lead and inspire cooperation and influence behavior.
• Support the onboarding of new SSRs through proper immersion plans.
• Create an open environment where employees are empowered to ask questions and progress along their learning journey.
• Assist the General Manager with administrative tasks including billing calls, confirming appointments, and ensuring Member Experience Walkthroughs and Figure 8’s are completed daily.
• Perform platform transactions for enrolling new members and explaining terms for all membership options.
• Maintain a clean Welcome Desk and friendly customer experience.
• Partner with GM/AGM to address incidents, maintenance or equipment issues visible to members.
• Review and adhere to all NYSC documents: policies, procedures, employee handbook, state supplement, codes of conduct, etc.
• Maintain awareness of loss prevention matters.
• Be a hands‑on supervisor and lead by example, embodying Clubhouse Rules.
• Be available to SSRs to address questions in partnership with the GM/AGM.
• Efficiently check in and handle routine member service tasks using club systems.
• Always report to work on time and in proper uniform.
• Collaborate and communicate with club team, corporate personnel, members, and guests via email, telephone, social media.
• Effectively communicate new promotions and services at points of contact.
• Contact prospective members and referrals via call drives.
• Exhibit full knowledge of club offerings and services to build value, facilitate membership sales, and promote the business.
• Educate SSRs on brand principles, acting as a brand ambassador.
• Work to resolve issues affecting service, efficiency, and productivity.
• Resolve customer complaints by providing service‑focused solutions in a timely manner.
• Partner with management to identify and remove barriers to drive 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 maximize POS/time‑keeping/membership systems.
• Comfortable leading outreach and referral activities to generate leads, contacts, and appointments.
• Successful track record in a team‑oriented environment.
• Ability to handle challenging member issues with patience, tact, and professionalism.
• A sense of urgency regarding customer service and sales results.
• Demonstrated communication and interpersonal skills.
• Highly organized with detail orientation and proven follow‑up skills.
• Ability to work independently, prioritize responsibilities, and multi‑task with urgency.
• Ability to stand at the Welcome Desk for prolonged periods and work on a computer.
• Physical demands include the ability to lift up to 20 pounds, walk through all club areas, climb stairs (if applicable), and bend and lift as needed. The company reserves the right to change duties as business needs require.

• Full‑time position adhering to a weekly opening/closing schedule with weekend shifts as needed.
• Position scheduled 15 minutes before opening and after closing to ensure proper facility walkthrough.

• Seniority level:
  Mid‑Senior level
• Employment type:
  
  Full‑time
• Job function:
  Management and Manufacturing
• Industries:
  Wellness and Fitness Services