Front Desk Supervisor; Closing

Join to apply for the Front Desk Supervisor (Closing) role at New York Sports Club
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New York Sports Club and its family of brands is a long‑standing, dynamic fitness club brand with locations in the Northeast. We consider ourselves your local neighborhood gym and aim to provide members with fitness results, positive change, and personal connections through innovative programming and knowledgeable staff. Our mission is to “Improve Lives Through Fitness”.

• 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 promptly escalated 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 constructive feedback, focusing on internal development.
• Conduct courageous conversations with team members as needed in accordance with company policy.
• Lead and inspire cooperation, influencing behavior.

• Support the onboarding of new SSRs with proper immersion plans to ensure clear expectations and set them up for success.
• Create an open environment where employees feel empowered to ask questions and progress along their learning journey.

• Assist the General Manager in administrative tasks including billing calls, confirming appointments, and ensuring daily completion of Member Experience Walkthroughs (MEW) and Figure 8’s.
• Perform all basic system transactions for enrolling new members and explaining terms of all membership options.
• Maintain a consistently clean Welcome Desk and a friendly, inviting customer experience.
• Partner with GM/AGM to address incidents, maintenance, or equipment issues visible to members promptly.
• Review and adhere to all NYSC documents including policies, procedures, employee handbook, state supplement, and codes of conduct.
• Maintain acute awareness for loss prevention matters (e.g., emergency doors locked, alarms functional).
• Be a hands‑on supervisor and lead by example, approaching all work with our Clubhouse Rules and a service‑based mentality.
• 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—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.

• Collaborate with club team, corporate personnel, members, and guests through all permissible media (e.g., e‑mail, telephone, social media).
• Effectively communicate new promotions and services at the point of contact so that members get the most from their membership.
• Contact prospective members and referrals via call drives to help them begin their fitness journey.

• Exhibit full knowledge of all club offerings and services to build value, facilitate member sales, and promote the business.
• Educate SSRs on the brand’s principles, being a brand ambassador and ensuring brand consistency.

• Work to resolve issues that affect service, efficiency, and productivity at the club.
• Resolve member complaints by providing customer 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 a fitness, hospitality, or retail environment.
• Child & Adult AED/CPR certified.
• Abilit…