Member Services Supervisor

10 hours ago

Palatine, United States Crunch - Palatine Full time

The Crunch Member Services Supervisor (MSS) will assist with the delivery of an amazing Crunch Member Experience, through a successful operation of the front desk and related departments. He/She is responsible to hire, train and manage the front desk to ensure that all members receive the highest level of customer service possible.  He/She will demonstrate an aptitude of all company-wide policies and initiatives to ensure integrity of the Crunch Brand.

Reports to:

Club Manager

Requirements:

  • Fitness management experience preferred
  • Current Cardiopulmonary Resuscitation (CPR) required

Responsibilities:

Administration/Organization

  • Demonstrate a working knowledge of all standard operating procedures and policies that pertain to the club.
  • Communicate and implement club policies and procedures to employees.
  • Recruit and hire the highest possible caliber of staff.

Operations

  • Promote a professional and welcoming atmosphere that enhances the quality of service and care offered to the members.
  • Serves as the lead customer service contact for members at the front desk
  • Demonstrate a working knowledge of all standard club operating procedures and policies
  • Communicate and interpret club policies and procedures to members and employees
  • Resolve member complaints in an expeditious and tactful manner following club procedure and documentation
  • Assist in the staffing, training, and performance management of Front Desk employees.
  • Promote a professional and welcoming atmosphere that enhances the quality of service and care offered to the members.
  • Ensure the club meets standards for cleanliness, maintenance, safety, and security.

Sales/Revenue Management

  • Support company programs and promotion to help generate new sales leads for optimum new membership growth
  • Lead and train staff on all club level sales activities including telephone inquiries, guest registrations, Digital Tool Kit club tours and membership enrollments
  • Ensure that the staff has a high level of knowledge about the club’s promotions, programs, facilities, classes, and equipment.
  • Achieve desired revenue goals thru the leadership and motivation of employees.
  • Ensure that all promotions are effectively communicated to the team and all other appropriate staff.

 

Leadership

  • Provide an inspirational environment that welcomes honest feedback from employees and takes action to ensure a quality, working environment
  • Promote a professional and welcoming atmosphere that enhances the quality of service and care offered to the members.
  • Support personnel related problems or difficulties by following club procedure and documentation.
  • Encourage staff to work as a team and be productive.
  • Illustrate an ability to make decisions.
  • Recruit and hire the highest possible caliber of staff.
  • Serve as a role model for employees.

Accountabilities

  • Implement and support company programs and promotion to help generate new sales leads for optimum new membership growth.
  • Oversees expense goals by managing payroll and general and administrative expenses.
  • Ensure that the clubs meet Crunch standards for cleanliness, maintenance, safety, security, and physical plant operations.
  • Keep current in knowledge of key competitors.
  • Conduct frequent facility walkthroughs

Measurement Standards

  • Successful management of all financial budgetary goals.
  • Net Promoter Scores and Social Media Feedback Scores
  • Membership retention.
  • Follow all policies and procedures.

Special Skills:

  • Excellent written and verbal communication
  • Strong leadership skills
  • Strong administrative skills
  • Strong customer service skills


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