Front Desk Supervisor (Closing Shift)

Broadway Gym Holdings LLC - Scarsdale, NY

Full-time - Entry Level

Scarsdale, 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 promoting 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.
• Lead and inspire cooperation among team members.
• Support onboarding of new SSRs with clear expectations.
• Assist in administrative tasks such as billing calls and confirming appointments.
• Maintain a clean and inviting Welcome Desk and customer experience.
• Address incidents and maintenance issues promptly with management.
• Perform system transactions related to member services and account management.
• Communicate effectively with club team and corporate personnel.
• Educate SSRs on club offerings and promote brand consistency.
• Resolve customer complaints and service issues in a timely manner.

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 relationship management systems.

Benefits

• Health insurance coverage.
• Paid time off and holidays.
• Employee discounts on memberships and services.