Guest Services Supervisor

2 weeks ago

Morristown, Tennessee, United States National Fitness Center Full time
Job Overview

POSITION SUMMARY:

The Guest Services Supervisor plays a vital role in assisting the Area Front Desk Manager in delivering exceptional customer service and managing front desk operations. As the initial point of contact for members and potential members, this position is essential in creating a welcoming atmosphere and ensuring a safe and clean environment by verifying membership status.

KEY RESPONSIBILITIES:

  • Oversee and mentor the Front Desk team, providing guidance and performance documentation as necessary.
  • Ensure the Front Desk operates efficiently, adhering to established policies and procedures while delivering outstanding customer service.
  • Prepare and manage the monthly schedule for the Front Desk team, ensuring all shifts are adequately staffed, and monitor payroll in accordance with budgetary guidelines.
  • Maintain team quality through recruitment, training, performance evaluations, coaching, and disciplinary actions as required.
  • Support club leadership by organizing and distributing information and materials to members, parents, and guests through the front desk.
  • Communicate daily, weekly, and monthly updates to the General Manager and Area Director for club reporting.
  • Compile and send front desk reports to the Area Front Desk Manager.
  • Conduct regular meetings with the Front Desk team to discuss updates and improvements.
  • Manage inventory levels of products and supplies, notifying the inventory coordinator of low stock.
  • Complete monthly product expiration checks to ensure compliance with recommended dates, holding team members accountable for expired items due to negligence.
  • Maintain active communication with Directors and Supervisors across club locations, as well as with instructors, team members, and members.
  • Monitor sales performance at the front desk by implementing quality control measures and making necessary adjustments based on daily reports.
  • Strive to meet and exceed monthly Front Desk and E-Cash targets, understanding that consistent underperformance may lead to position evaluation.
  • Deliver excellent customer service to all members and departments.
  • Stay informed about industry trends and maintain professional knowledge through networking and continuing education.
  • Communicate policy changes, promotions, and programs to the team through meetings and written communications.
  • Resolve member and team member inquiries by researching policies and procedures, providing updates to the Area Director and General Manager as needed.
  • Cross-train in all areas of the club to ensure comprehensive operational knowledge.
  • Collaborate effectively with other Department Heads and Directors in planning and executing club events and programs.
  • In addition to the above responsibilities, the Guest Services Supervisor will undertake any additional tasks assigned by the Area Front Desk Manager.
  • Participate in required meetings and training sessions as necessary.

QUALIFICATIONS:

  • High school diploma or GED equivalent is required.
  • At least one year of experience in a health, fitness, recreation, or club environment, or two years of supervisory experience.
  • Proficient computer skills, including familiarity with Word, Excel, Publisher, and email applications.
  • Strong writing, spelling, and mathematical skills.
  • Excellent service orientation with a commitment to providing a superior member experience.
  • Demonstrated professionalism, teamwork, and ability to collaborate effectively.
  • A genuine passion for the fitness, health, and wellness industry.

BENEFITS:

  • Complimentary health club membership.
  • Casual work environment.
  • Discounts on in-club retail items and vendor partner offerings.
  • Opportunities for professional growth and development.
  • 401(K) savings plan.

WORK ENVIRONMENT:

This position requires frequent walking and standing for up to 8 hours a day, as well as sitting for extended periods. Team members may encounter cleaning chemicals and airborne particles and will be required to wear designated personal protective equipment as directed. Occasional lifting, carrying, or moving of items up to 25 pounds may be necessary, with rare instances of lifting heavier items.

National Fitness Center is part of In-Shape Solutions, LLC d.b.a. In-Shape Family Fitness.

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