Front Desk Supervisor (Closing)

New York Sports Club; Hoboken (NJ); On-site; USD 40,000 - 55,000; Full time

Job summary

New York Sports Club is seeking a Front Desk Supervisor in Hoboken, NJ, responsible for creating a welcoming environment for members and guests. This role involves managing customer service, guiding the Service & Sales Representatives, and supporting administrative tasks.

A successful candidate will have at least 2–3 years of customer service experience and supervisory skills in a fitness or retail context. The job is full-time with weekend shifts required.

Qualifications

• 2–3 years of customer service experience.
• At least 1 year of supervisory experience in a fitness, hospitality, or retail environment.
• Child & Adult AED/CPR certified.

Responsibilities

• Provide a welcoming and safe environment for members and guests.
• Assist in the development of Service & Sales Representatives.
• Handle customer complaints with professionalism.

Skills

Customer service experience

Supervisory experience

Communication skills

Organizational skills

Job description

New York Sports Club and our family of brands is a long‑standing, dynamic fitness club brand with locations in the Northeast. We consider ourselves your local neighborhood gym! Our goal is to provide members with fitness results, positive change, and personal connections through innovative programming and knowledgeable staff. Our mission is “Improve Lives Through Fitness”. We consistently model and promote our mission, values, and guiding principles with pride and integrity.

Roles and Responsibilities

The Front Desk Supervisor position provides a welcoming and safe environment for members and guests during opening and closing hours through a high level of customer service. This individual also acts as a role model for Service & Sales Representatives and assists the General Manager/Assistant General Manager with retention by focusing on cancel saves and Accounts Receivable collections.

Customer Service

• Promote, maintain, and protect the customer experience by developing Service & Sales Representatives (SSR) to be solution‑oriented and consistently deliver on our mission, values, and guiding principles.
• Engage with and build genuine connections with all members and guests to foster interest in our offerings, drive membership sales through referrals, and encourage continued retention.
• Ensure a quick response time to member feedback, complaints, and elevate issues to club management as necessary.
• Navigate basic questions about membership, services, and billing inquiries.

Performance Management

• Hold yourself and the SSR team accountable to high standards of operational excellence.
• Assist in the support and assessment of SSR performance and development by providing real‑time ongoing constructive feedback, focusing on internal development.
• Willingness to have courageous conversations with team members as needed in accordance with company policy.
• Exhibit the ability to lead and inspire cooperation and influence behavior.

Employee Recruitment and Development

• Support the onboarding of new SSRs by utilizing proper immersion plans to ensure clear expectations while setting them up for success.
• Create an open environment where employees are empowered to ask questions and continue to progress along their learning journey.

Club Operations

• Assist the General Manager in administrative tasks including billing calls, confirming appointments, and ensuring that Member Experience Walkthroughs (MEW) and Figure 8’s are completed daily.
• Perform all basic system transactions pertaining to enrolling new members and explaining the terms for all membership options.
• Ensure a consistently clean Welcome Desk at all times and a friendly, inviting customer experience.
• Partner with GM/AGM to quickly address any incidents, maintenance, or equipment issues that are visible to members.
• Review and adhere to all NYSC documents including but not limited to policies and procedures, employee handbook, state supplement, code of conduct, etc.
• Maintain an acute awareness for all loss prevention matters (e.g., emergency doors locked, alarms functional).
• Be a hands‑on supervisor and lead by example, always approaching your work with our Clubhouse Rules and the mentality of a service‑based leader.
• Be available to SSRs to address questions and concerns in partnership with the GM/AGM.
• Efficiently check in and handle routine member service tasks using club systems such as creating online accounts, resetting passwords, updating credit cards, collecting past‑due balances, freezing/cancelling membership agreements, and managing group exercise class reservations.
• Always report to work on time and in proper uniform to best represent the brand.

Communication

• Professionally collaborate with and communicate all information to club team and corporate personnel, as well as members and guests, through all permissible media (e‑mail, telephone, social media).
• Effectively communicate new promotions and services at point of contact so that the member gets the most out of their gym membership.
• Contact prospective members and member referrals via call drives to help them begin their fitness journey with us.

Product Knowledge

• Exhibit full knowledge of all club offerings and services to build value, facilitate the sale of memberships, and promote the business.
• Educate SSRs on the principles of the brand by being a brand ambassador and ensuring brand consistency.

Problem Solving

• Work to resolve issues that affect the service, efficiency, and productivity of the club.
• Resolve customer complaints by providing customer service‑focused solutions to members in a timely manner.
• Partner with management team to identify and remove barriers to drive results.

Position Requirements & Experience

• 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.
• Prolonged periods of standing at the Welcome Desk and working on a computer.
• Physical demands include ability to lift up to 20 pounds with or without reasonable accommodations, walk through all areas of the club, climb stairs (where applicable), and bend and lift (e.g., picking up towels, restacking weights, moving equipment as needed). The company reserves the right to change them as business needs require and that jobs may require other tasks as assigned to the employees by the company.

Scheduling Requirements

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