Front Desk Supervisor

New York Sports Clubs and our family of brands is a long-standing, dynamic fitness club brand with locations in the Northeast, Florida and Switzerland. We consider ourselves your local neighborhood gym! It is our goal to provide our members with fitness results, positive change and personal connections through innovative programming and knowledgeable staff.

Our mission is “Improving Lives Through Fitness”. We work with passion and integrity, and we always treat others with appreciation and respect. We are a diverse community committed to being better today than we were yesterday, and better tomorrow than we were today. The New York Sports Clubs and our family of brands community is bonded by a common vision with the objective of being the employer destination of choice and strongest fitness brand. Our purpose is to help others be their best. We achieve this through our Five Agreements: Be welcoming, Listen with care, Learn from failure, Celebrate success, and Make excellence a habit every day.

RESPONSIBILITIES

The Front Desk Supervisor position provides a welcoming and safe environment for members and guests during our opening 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.

• Continuously modeling and promoting the NYSC and our family of brands mission, mission statement, and values with pride and integrity.
• Providing a legendary member experience by consistently executing the Five Agreements.
• Delivering unique guest tours through the facility to connect the guest’s fitness needs and goals to our services, equipment, and amenities.
• Engaging with and building genuine connections with all members and guests to foster their interest in our offerings, drive membership sales through referrals, and encourage their continued retention.
• Performing all basic system transactions pertaining to enrolling new members and explaining the terms for all membership options.
• Having full knowledge of all club offerings and services in order to build value, facilitate the sale of memberships, and promote the business.
• Contacting prospective members and member referrals via call drives to help them begin their fitness journey with us.
• Reviewing and adhering to all company documents including but not limited to policies and procedures, employee handbook, state supplement, codes of conduct, etc.
• Ensuring that the club provides the highest level of customer service and quick response time to member feedback, complaints, and escalating issues to club management as necessary.
• Leading by example and setting expectations for peers.
• Being available to Service and Sales Representatives to address questions and concerns in partnership with the General Manager and Assistant General Manager.
• Efficiently check in and handle routine member service tasks using club systems such as, but not limited to, creating online accounts, resetting passwords, updating credit cards, collecting past due balances, freezing/cancelling membership agreements, and managing group exercise class reservations.
• Navigating basic questions about membership, services, and billing inquiries.
• Providing a high level of customer service and attentiveness to the member and guest needs.
• Assisting the General Manager in administrative tasks including, but not limited to, billing calls and confirming appointments.
• Performing walkthroughs of the facility to ensure the facility is clean, organized, and to address/cascade facility concerns in a timely manner.
• Taking pride in providing feedback and best practices to team members.
• Providing a clean and organized Welcome Desk at all times.
• Partnering with the General Manager to work on attrition, especially on the retention side of the business.
• Proactively seeking ways to positively influence the member experience.
• Effectively communicating new promotions and services at point of contact, so that the member gets the most out of their gym membership.
• Quickly addressing any maintenance or equipment issues that are visible to members.
• Additional duties as assigned.

QUALIFICATIONS & EXPERIENCE

• At least 1 year of face-to-face customer service experience.
• Ability to proficiently use our POS and membership systems, timekeeping, all other computer programs required to meet the business needs of the customer and business objectives
• Physical demands include ability to lift up to 20 pounds with or without reasonable accommodations, walk through all areas of the club, climbing stairs (where applicable), and bending and lifting (e.g., picking up towels, restacking weights, moving equipment as needed). The company reserves the right to change them as business needs require and that jobs may require other tasks as assigned to the employee by the company.
• Child & Adult AED/CPR certified.

SCHEDULING REQUIREMENTS

This full-time position adheres to a weekly rotating opening schedule and working weekend shifts. The schedule is typically 5:00AM - 2:00PM unless otherwise noted/advised.