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Member Services Supervisor

1 month ago

Convent Station, United States Crunch Fitness 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 for hiring, training, and managing the front desk to ensure that all members receive the highest level of customer service possible. He/She will demonstrate an aptitude for all company-wide policies and initiatives to ensure the 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.

Serve 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.

Ensure the club meets standards for cleanliness, maintenance, safety, and security.

Sales/Revenue Management

Support company programs and promotions 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 through 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.

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.

Serve as a role model for employees.

Accountabilities

Implement and support company programs and promotions to help generate new sales leads for optimum new membership growth.

Oversee 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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