Front Desk Supervisor (Closing)

New York Sports Club; Village of Larchmont (NY); On-site; USD 45,000 - 55,000; Full time

Job summary

A leading fitness company in the Village of Larchmont is seeking a Front Desk Supervisor to enhance customer experiences and lead a team of Service & Sales Representatives. The ideal candidate will have 2–3 years of direct customer service experience and at least 1 year in a supervisory role. Responsibilities include managing team performance, promoting member engagement, and resolving customer issues swiftly. This full-time position includes weekends, guiding the team to ensure operational excellence and adherence to standards.

Qualifications

• 2–3 years of face-to-face customer service experience.
• At least 1 year of supervisory experience.
• Child & Adult AED/CPR certified.
• Ability to learn and maximize POS/membership systems.
• Track record of working in a team-oriented environment.

Responsibilities

• Promote and protect the customer experience.
• Engage with members to drive sales and retention.
• Assist in supporting and assessing team performance.
• Collaborate with club team and corporate personnel.
• Resolve customer complaints with a service-focused approach.

Skills

Face-to-face customer service experience

Supervisory experience in fitness or hospitality

Communication and interpersonal skills

Organizational skills

Problem-solving

Team-oriented environment

Ability to handle challenging member issues

Job description

Front Desk Supervisor (Closing)

New York Sports Club

Overview

New York Sports Club and its family of brands offer dynamic fitness experiences across the Northeast. With a mission to “Improve Lives Through Fitness,” we aim to deliver members fitness results, positive change, and personal connections through innovative programming and knowledgeable staff.

Responsibilities

Customer Service

• Promote, maintain, and protect the customer experience by developing Service & Sales Representatives to be solution‑oriented and consistently deliver on our mission and values.
• Engage with and build genuine connections with members and guests to drive membership sales through referrals and encourage continued retention.
• Respond promptly 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 supporting and assessing SSR performance and development by providing real‑time constructive feedback.
• Conduct courageous conversations with team members as needed in accordance with company policy.
• Lead and inspire cooperation and influence team behavior.

Employee Recruitment and Development

• Support onboarding of new SSRs using proper immersion plans.
• Create an open environment where employees can ask questions and progress along their Learning Journey.

Club Operations

• Assist the General Manager with administrative tasks including billing calls, confirming appointments, and ensuring Member Experience Walkthroughs and Figure 8s are completed daily.
• Perform basic system transactions for enrolling members and explaining membership terms.
• Maintain a consistently clean Welcome Desk and a welcoming customer experience.
• Partner with GM/AGM to address incidents, maintenance or equipment issues visible to members.
• Review and adhere to all NYSC policies and procedures.
• Maintain awareness for loss‑prevention matters such as emergency doors locked and alarms functional.
• Be a hands‑on supervisor, lead by example, and uphold the Clubhouse Rules.
• Be available to SSRs to address questions and concerns.
• Efficiently check in and handle routine member tasks using club systems.
• Report to work on time and in proper uniform.

Communication

• Collaborate and communicate with club team and corporate personnel, members, and guests through all permissible media.
• Effectively communicate new promotions and services at point of contact.
• Contact prospective members and referrals via call drives.

Product Knowledge

• Exhibit full knowledge of all club offerings to facilitate sales and promote the business.
• Educate SSRs on franchise principles and maintain brand consistency.

Problem Solving

• Resolve issues that affect service, efficiency, and productivity of the club.
• Resolve customer complaints with customer‑service‑focused solutions promptly.
• Partner with management 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 fitness, hospitality, or retail.
• Child & Adult AED/CPR certified.
• Ability to learn and maximize POS/time‑keeping/membership systems.
• Comfortable leading outreach and referral activities.
• Track record of working in a team‑oriented environment.
• Ability to handle challenging member issues with patience, tact, and professionalism.
• Sense of urgency regarding customer service and sales results.
• Demonstrated communication and interpersonal skills.
• Highly organized with detail orientation and follow‑up skills.
• Ability to work independently, prioritize responsibilities, and multitask.
• Prolonged periods of standing at the Welcome Desk and working on a computer.
• Physical demands include lifting up to 20 pounds, walking entire club, climbing stairs, bending and lifting.
• The company reserves the right to change job duties as business needs require.

Scheduling Requirements

• This full‑time position adheres to a weekly opening/closing schedule and working weekend shifts unless otherwise noted. It requires a 15‑minute pre‑opening post‑closing pre‑shift for facility walkthrough.