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Front Desk Supervisor

2 months ago

Boston, Massachusetts, United States New TSI MA Holding LLC Full time
Job Title: Front Desk Supervisor

We are seeking a highly motivated and customer-focused Front Desk Supervisor to join our team at Queens Gym, LLC. As a key member of our front desk team, you will be responsible for providing exceptional customer service, ensuring a welcoming and safe environment for members and guests, and supporting the overall success of our fitness club.

Key Responsibilities:
  • Provide top-notch customer service to members and guests, responding to their needs and concerns in a timely and professional manner.
  • Act as a role model for our Service and Sales Representatives, promoting a positive and solution-oriented approach to customer interactions.
  • Assist the General Manager/Assistant General Manager with retention efforts, focusing on cancel saves and Accounts Receivable (AR) collections.
  • Support the onboarding of new Service and Sales Representatives, ensuring they have a clear understanding of our club's policies and procedures.
  • Collaborate with the management team to identify and address any issues that may impact the service, efficiency, and productivity of the club.
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.
  • Comfortable leading outreach and referral activities that will generate leads, contacts, and appointments.
  • Successful track record of working in a team-oriented environment.
  • Ability to handle challenging member issues with patience, tact, and the utmost professionalism.
  • A sense of urgency regarding customer service and sales results.
  • Demonstrated communication and interpersonal skills.
  • Highly organized with detail-orientation and proven follow-up skills.
  • Ability to work independently, prioritize responsibilities, and multi-task with an appropriate level of urgency.
Working Conditions:

This full-time position adheres to a weekly opening/closing schedule and working weekend shifts unless otherwise noted/advised. This position is scheduled 15 minutes before opening/after closing to ensure a proper facility walkthrough.

The company reserves the right to change the job requirements as business needs require.