Front Desk Weekend Lead

Front Desk Weekend Lead – New York Sports Club

Overview
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 mission is to “Improve Lives Through Fitness.” Our success comes from modeling and promoting our mission, values, and guiding principles with pride and integrity.

Responsibilities

• Provide a welcoming and safe environment for members and guests during opening/closing weekend hours with a high level of customer service.
• Work as a part-time role (2 days per week, 16 hours total) with a schedule between Friday, Saturday, and Sunday. Act as a role model for Service and Sales Representatives (SSR).
• Assist General Manager/Assistant General Manager with retention efforts, focusing on cancel saves and Accounts Receivable (AR) collections.

• Customer Service
  • Promote and protect the member experience by developing SSRs to be solution-oriented and aligned with our mission and values.
  • Engage with members and guests to drive retention and referrals, and support membership sales.
  • Respond quickly to member feedback and escalate issues to club management as needed.
  • Answer basic questions about membership, services, and billing.

• Performance Management
  • Hold self and SSR team to high standards of operational excellence.
  • Support SSR performance and development with real-time feedback.
  • Have courageous conversations with team members per company policy and lead by example.

• Employee Recruitment and Development
  • Support onboarding of new SSRs with clear expectations and immersion plans.
  • Foster an open environment for questions and continuous learning.

• Club Operations
  • Assist GM in administrative tasks including billing calls, appointment confirmations, and daily MEW/Figure 8s.
  • Handle member enrollment transactions and explain membership options.
  • Maintain a clean, welcoming Welcome Desk and a friendly member experience.
  • Coordinate with GM/AGM to address incidents, maintenance, or equipment issues visible to members.
  • Adhere to NYSC documents (policies, handbook, codes of conduct, etc.) and maintain loss prevention awareness.
  • Lead by example as a service-based supervisor and be available to SSRs in partnership with GM/AGM.
  • Use club systems to manage online accounts, passwords, credit cards, past-due balances, membership changes, and class reservations.
  • Report to work on time in proper uniform.

• Communication
  • Collaborate with club team and corporate personnel, and communicate with members via permissible media (email, phone, social).
  • Inform members of new promotions and services at point of contact.
  • Contact prospective members and referrals to generate leads and appointments.

• Product Knowledge
  • Demonstrate full knowledge of club offerings to build value and facilitate memberships.
  • Educate SSRs on brand principles and maintain brand consistency.

• Problem Solving
  • Resolve service and productivity issues; provide timely, customer-focused solutions.
  • Partner with management to remove barriers and drive results.

• Position Requirements & Experience
  • 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/timekeeping/membership systems.
  • Comfortable leading outreach and referral activities to generate leads and appointments.
  • Proven ability to work in a team-oriented environment with professionalism.
  • Strong communication and interpersonal skills; highly organized with attention to detail.
  • Ability to work independently, prioritize tasks, and multi-task with urgency.
  • Physical ability to stand for prolonged periods and lift up to 20 pounds; ability to move around the club as needed.

• Scheduling Requirements
  • This part-time position adheres to a weekly opening/closing schedule on Friday, Saturday, and Sunday shifts; may require time before opening/after closing for facility walkthroughs.

Seniority level
:
Mid-Senior level

Employment type
:
Full-time

Job function
:
Administrative

Industries
:
Wellness and Fitness Services