Front Desk Supervisor (Closing Shift)

Broadway Gym Holdings LLC - New York, NY

Full-time - Entry Level

New York, NY

About the position

The Front Desk Supervisor at New York Sports Club is responsible for creating a welcoming and safe environment for members and guests while providing exceptional customer service. This role involves leading the Service and Sales Representatives, assisting management with retention efforts, and ensuring operational excellence within the club. The supervisor will engage with members, handle inquiries, and support the onboarding and development of staff, all while upholding the club's mission to improve lives through fitness.

Responsibilities

• Provide a welcoming environment for members and guests during opening/closing hours.
• Act as a role model for Service and Sales Representatives (SSR).
• Assist management with retention efforts and Accounts Receivable collections.
• Promote and protect the customer experience by developing SSRs to be solution-oriented.
• Engage with members and guests to foster interest in offerings and drive membership sales.
• Ensure quick response to member feedback and escalate issues as necessary.
• Hold SSR team accountable to high standards of operational excellence.
• Support and assess SSR performance through ongoing feedback and development.
• Assist in onboarding new SSRs with clear expectations and support.
• Perform administrative tasks including billing calls and confirming appointments.
• Maintain a clean Welcome Desk and ensure a friendly customer experience.
• Address incidents and maintenance issues in partnership with management.
• Efficiently handle member service tasks using club systems.
• Communicate effectively with club team and corporate personnel.
• Educate SSRs on club offerings and promote brand consistency.
• Resolve customer complaints and improve service efficiency.

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 POS/timekeeping/membership systems.
• Comfortable leading outreach and referral activities.
• Successful track record in a team-oriented environment.
• Ability to handle challenging member issues with professionalism.
• Strong communication and interpersonal skills.
• Highly organized with detail-orientation and follow-up skills.
• Ability to work independently and prioritize responsibilities.

Nice-to-haves

• Experience in a fitness club environment.
• Knowledge of membership sales processes.
• Familiarity with customer service best practices.

Benefits

• Health insurance
• 401k plan
• Paid time off
• Employee discounts on memberships and services