Front Desk Supervisor (Opening Shift)
Company: Broadway Gym Holdings LLC
Posted on: November 19, 2023
New York Sports Club 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 to
"Improve Lives Through Fitness". Our success comes from
continuously modeling and promoting the mission, values, and
guiding principles with pride and integrity.
ROLES AND 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. Below is a list of responsibilities
that identify success in the role as a Front Desk Supervisor,
additional duties may be assigned.
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
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
Hold yourself and the SSR team accountable to high standards of
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
EMPLOYEE RECRUITMENT AND DEVELOPMENT
Support the onboarding of new SSRs by utilizing proper immersion
plans to ensure clear expectations while setting them up for
Create an open environment where employees are empowered to ask
questions and continue to progress along their Learning
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
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
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,
Effectively communicate new promotions and services at point of
contact, so that the member gets the most out of their gym
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
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
POSITION REQUIREMENTS & EXPERIENCE
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
Comfortable leading outreach and referral activities that will
generate leads, contacts, and appointments.
Successful track record of working in a team-oriented
Ability to handle challenging member issues with patience, tact,
and the utmost professionalism.
A sense of urgency regarding customer service and sales
Demonstrated communication and interpersonal skills.
Highly organized with detail-orientation and proven follow-up
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
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 employees by the company.
Due to the nature of the business, NYSC has specific scheduling
guidelines for this position.
This full-time position adheres to a weekly opening schedule and
working weekend shifts. The opening schedule times typically range
between 5:00AM and 7:00AM and are scheduled as a 9-hour shift with
a 1-hour unpaid meal break unless otherwise noted/advised. This
position is scheduled 15 minutes before opening to ensure a proper
Keywords: Broadway Gym Holdings LLC, White Plains , Front Desk Supervisor (Opening Shift), Hospitality & Tourism , Garnerville, New York
Didn't find what you're looking for? Search again!