New York Sports Club · 9 hours ago
Front Desk Supervisor
New York, NY
Full-time
Onsite
Entry, Mid Level
2+ years expNew York Sports Club is a dynamic fitness club brand aiming to improve lives through fitness. They are seeking a Front Desk Supervisor to provide exceptional customer service, lead the Service and Sales Representatives, and assist in club operations.
FitnessSports
Hiring Manager
Nicole L
Responsibilities
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 escalate 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 ongoing constructive feedback, focusing on internal development
Willingness to have courageous conversations with team members as needed in accordance with company policy
Exhibit the ability to lead and inspire cooperation and influence behavior
Support the onboarding of new SSRs by utilizing proper immersion plans to ensure clear expectations while setting them up for success
Create an open environment where employees are empowered to ask questions and continue to progress along their Learning Journey
Assist the General Manager in administrative tasks including billing calls, confirming appointments and ensuring that Member Experience Walkthroughs (MEW) and Figure 8’s are completed daily
Perform all basic system transactions pertaining to enrolling new members and explaining the terms for all membership options
Ensure a consistently clean Welcome Desk at all times and a friendly/inviting customer experience
Partner with GM/AGM to quickly address any incidents, maintenance or equipment issues that are visible to members
Review and adhere to all NYSC documents including but not limited to policies and procedures, employee handbook, state supplement, codes of conduct, etc
Maintain an acute awareness for all loss prevention matters (i.e., emergency doors locked, alarms functional)
Be a hands-on supervisor and lead by example, always approaching your work with our Clubhouse Rules and the mentality of a service-based leader
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 such as 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
Professionally collaborate with, and communicate all information to, club team and corporate personnel, as well as members and guests, through all permissible media (i.e., e-mail, telephone, social media)
Effectively communicate new promotions and services at point of contact, so that the member gets the most out of their gym membership
Contact prospective members and member referrals via call drives to help them begin their fitness journey with us
Exhibit full knowledge of all club offerings and services in order to build value, facilitate the sale of memberships, and promote the business
Educate SSRs on the principles of the brand by being a brand ambassador and ensuring brand consistency
Work to resolve issues that affect the service, efficiency, and productivity of the club
Resolve customer complaints by providing customer service-focused solutions to members in a timely manner
Partner with management team to identify and remove barriers to drive results
Qualification
Required
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
Ability to learn and maximize our POS/timekeeping/membership systems
Comfortable leading outreach and referral activities that will generate leads, contacts, and appointments
Successful track record of working in a team-oriented environment
Ability to handle challenging member issues with patience, tact, and the utmost 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 an appropriate level of urgency
Prolonged periods of standing at the Welcome Desk and working on a computer
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)
Company
New York Sports Club
New York Sports Club offers full-service gyms equipped with everything you need from a neighborhood gym, including convenient locations and member-friendly month-to-month memberships, that won’t break the bank.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Bill McMenamy
Chief Executive Officer
Brian A Clarke, Jr.
SPIN INSTRUCTOR
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