Front Desk Supervisor

4 weeks ago

Saint Ann, United States The Edge Fitness Clubs Full time

Who We ARE: When you work for the Best. Gym. Ever, you join the Best. Team. Ever. Our corporate office reflects the culture of our gyms. We're enthusiastic leaders, hard-working and experts at what we do. Our corporate team supports our gyms by having a can-do attitude and rolling up our sleeves to get to work. We always keep the end goal in mind- do what's best for our members, club employees and our business.

What We LOVE: People. Fitness. Teamwork. Fun. Changing Lives.

What You'll DO: The Edge Fitness Club's front desk is the hub where all of the day's business starts and ends and is the place Supervisors are stationed. It's the area members approach when they need help or want to make a purchase. It is the point all members visit upon entry to the gym. It is also the initial impression when a potential member visits for the first time. When working behind the desk for the Edge Fitness Clubs you are expected to smile, greet all members by name, have fun, and service all Edge members with a sense of urgency. The Supervisor position is crucial to running any of our facilities. The Supervisor is responsible for promoting exceptional customer service practices for the Fitness Consultants and for continuously improving membership retention and the customer experience. This role requires strong interpersonal skills and provide effective coaching to staff. The Supervisor also maintains the facility with club-walkthroughs and inventory management.

* Coordinates and supervises the day-to-day operations of the Fitness Consultant Team and strives to continuously improve front desk services.
* Assist with coaching and developing Fitness Consultants as needed.
* Oversees and maintains the Front Desk schedule
* Brings The Edge culture to life by ensuring each guest receives an outstanding experience by providing a friendly and professional environment
* Takes proactive steps to address and resolve all member concerns and complaints, while documenting communication and issue in Datatrak. Promptly escalates any serious concerns and complaints to the General Manager, consistently demonstrating a solution-oriented mindset.
* Serve as Manager on Duty (MOD) in absence of the General Manager
* Assists the Membership Team in signing prospects in as "guests" when visiting the facility.
* Responsible for overseeing the retail area and shake bar to ensure adherence to club standards, policies and procedures.
* Creates an unparalleled member experience by providing exceptional client service to meet the diverse needs of new and existing members.
* Answers the telephone before the second ring with a smile, answering member questions or transitioning a prospect's telephone inquiry over to a Membership Advisor.
* Effectively schedules, cancels or reschedules personal training appointments for our members promptly.
* Understands the club's daily revenue goals and helps drive the business
* Strives to continuously improve the member experience, revenues and retention rates
* Maintains solid product knowledge and awareness of all product information, merchandise and services to find ways to upsell product.
* Accurately and efficiently complete all sales transactions and maintains proper cash accountabilities at POS registers.
* Understands the opportunities of the business: every phone call, prospects walking through the door, in and out of the club.
* Set and attain all personal and professional monthly generating dollar goals.
* Manages loss prevention by adhering to all company policies and club standards.
* Personally conducts daily club walk throughs to ensure building assets are promptly and safely maintained, offices and closets are clean and organized, locker rooms are in order (sauna temps are fine, toilets are stocked), shake bar is clean, club temperature is set correctly, TV and music are on proper stations, and the overall facility is meeting Edge standards and is promoting our brand
* Oversees and ensures cleanliness of the club (indoors and outdoors) and equipment.
* Reports issues and creates tickets for necessary repair and maintenance and ensures follow through of all reported issues.
* Responsible for effectively managing and reporting safety incidents and/or accidents.
* Communicates all repair, equipment and maintenance activities to staff and members.

Manager on Duty Responsibilities:

* Ensure adequate staffing levels and assist in finding coverage when necessary.
* Collaborate with the team to plan and achieve daily sales targets for memberships, personal training, and ancillary services.
* Supervise and coordinate the work of all staff members during their shifts to ensure that performance remains at the highest level at all times.
* Facilitate training and development for new staff members, either personally or by assigning a mentor for the day.
* Address escalated member inquiries, concerns, complaints, and club incidents promptly and professionally.
* Conduct club walkthroughs to monitor cleanliness and adherence to safety protocols.
* Report any facility maintenance issues through the FreshService system.
* Ensure staff understanding of current marketing promotions, facilitating effective communication to members.
* Run daily reports and manage emails related to daily operations.
* Provide regular updates to the team on daily performance and any relevant information.
* Address and resolve operational issues and conflicts as they arise, fostering a positive work environment.

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