Front Desk Lead

Sportyard; Town of Charleston (NY); On-site; USD 30,000 - 36,000; Full time

Job summary

Sportyard in Town of Charleston, NY is seeking a Front Desk Lead to run the front desk and act as the on-shift authority for guest flow, check-in accuracy, and parent communication. This role thrives on calm leadership during busy times.

You’ll ensure smooth operations by guiding staff, owning booking accuracy and policy enforcement, and coaching new front desk teammates. Nights and weekends are required, with a strong emphasis on hospitality and clear communication.

Qualifications

• Experience in hospitality, fitness, or customer-facing leadership.
• Stay calm under pressure.
• Enforce policies without being rude.
• Take pride in running a clean operation.
• Must be 18+.
• Prior experience leading or training others.
• Strong communication skills.
• Willing to work nights and weekends.

Responsibilities

• Front desk execution: Shifts start prepared and staffed; Lines stay manageable during peaks; Associates know their roles and priorities; Retail / snack bar operates smoothly.
• Accuracy & systems ownership: Bookings, waivers, and passes are correct; Issues are resolved or escalated immediately; No recurring system mistakes.
• Parent interaction & escalation: You handle complaints or confusion professionally; You explain policies clearly; You know when to hold the line vs escalated.
• Staff support & coaching: You model calm, professional behavior; You give real-time feedback; You help onboard new front desk staff.
• Communication with Ops: You keep Ops Manager informed; You flag trends, not just incidents; No surprises at the end of the shift.

Skills

Hospitality leadership

Customer-facing leadership

Calm under pressure

Strong communication

Escalation handling

Staff training experience

Job description

The Role (Straight Talk)

You run the front desk.

As a Front Desk Lead, you are the on-shift authority for guest flow, check-in accuracy, and parent communication. When it’s busy or something goes sideways, you take control calmly.

If the front desk is dialed, the whole facility runs smoother.

What You’re Responsible For (Outcomes, Not Tasks)

1. Front desk execution

• Shifts start prepared and staffed
• Lines stay manageable during peaks
• Associates know their roles and priorities
• Retail / snack bar operates smoothly

2. Accuracy & systems ownership

• Bookings, waivers, and passes are correct
• Issues are resolved or escalated immediately
• No recurring system mistakes

3. Parent interaction & escalation

• You handle complaints or confusion professionally
• You explain policies clearly
• You know when to hold the line vs escalated

4. Staff support & coaching

• You model calm, professional behavior
• You give real-time feedback
• You help onboard new front desk staff

5. Communication with Ops

• You keep Ops Manager informed
• You flag trends, not just incidents
• No surprises at the end of the shift

What This Role Is Not

• A desk-only job
• A passive “senior associate” title
• A replacement for Ops or GM

This is active leadership.

Who This Role Is For

You’ll thrive if you:

• Have experience in hospitality, fitness, or customer-facing leadership
• Stay calm under pressure
• Can enforce policies without being rude
• Take pride in running a clean operation

• Must be 18+
• Prior experience leading or training others
• Strong communication skills
• Comfortable handling escalations
• Willing to work nights and weekends

• $22–$26/hour
• Paid more because this role carries authority
• Growth path into Operations or Management
• Unlimited Sportyard membership
• Priority shifts and event opportunities
• Join a team that values preparation, accountability, and energy — not just showing up