Front Desk Supervisor

4 weeks ago


Somerville, Massachusetts, United States New York Sports Clubs Full time

Customer Service Excellence

The Front Desk Supervisor plays a vital role in providing a welcoming and safe environment for members and guests during opening/closing hours. This individual will act as a role model for Service and Sales Representatives, promoting a high level of customer service and ensuring a positive experience for all.

Key Responsibilities

  • Promote and maintain a customer-centric approach, developing Service & Sales Representatives to deliver exceptional service and drive membership sales.
  • Engage with members and guests, fostering genuine connections and encouraging retention through referrals and positive experiences.
  • Ensure a quick response to member feedback, complaints, and escalate issues to club management as necessary.
  • Navigate basic questions about membership, services, and billing inquiries.

Performance Management

The Front Desk Supervisor will hold themselves and the SSR team accountable to high standards of operational excellence. This includes assisting in the support and assessment of SSR performance and development, providing real-time constructive feedback, and exhibiting the ability to lead and inspire cooperation and influence behavior.

Club Operations

The Front Desk Supervisor will assist the General Manager in administrative tasks, including billing calls, confirming appointments, and ensuring that Member Experience Walkthroughs and Figure 8's are completed daily. This individual will also perform basic system transactions, ensure a consistently clean Welcome Desk, and partner with GM/AGM to address any incidents, maintenance, or equipment issues.

Requirements

  • 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.


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