Front Desk Supervisor (Opening)

New York Sports Clubs and our Family of Brands - Philadelphia, PA

Full-time - Mid Level

Philadelphia, PA

About the position

The Front Desk Supervisor at New York Sports Clubs is responsible for creating a welcoming and safe environment for members and guests during opening and closing hours. This role emphasizes high-level customer service, staff development, and operational excellence, while supporting the General Manager in retention efforts and administrative tasks.

Responsibilities

• Provide a welcoming environment for members and guests during opening and closing hours.
• Act as a role model for Service and Sales Representatives (SSR).
• Assist the General Manager/Assistant General Manager with retention efforts, focusing on cancel saves and Accounts Receivable collections.
• Promote and maintain 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 the SSR team accountable to high standards of operational excellence.
• Support and assess SSR performance and development with constructive feedback.
• Assist in onboarding new SSRs and create an open environment for questions.
• Perform administrative tasks including billing calls and confirming appointments.
• Ensure a clean Welcome Desk and friendly customer experience.
• Address incidents, maintenance, or equipment issues promptly.
• Communicate effectively with club team and corporate personnel, as well as members and guests.
• Exhibit full knowledge of all club offerings and services to facilitate sales and promote the business.
• Resolve customer complaints with service-focused solutions.

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.
• Demonstrated communication and interpersonal skills.
• Highly organized with detail-orientation and proven follow-up skills.
• Ability to work independently and prioritize responsibilities.

Nice-to-haves

• Experience in a fitness or hospitality environment.
• Knowledge of sales techniques and customer retention strategies.

Benefits

• Gym membership