Front Desk Supervisor & Member Experience Lead

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

Job summary

New York Sports Club is seeking a Front Desk Supervisor to oversee daily member experience, staff development, and front desk operations at our NY club. You will lead a team of Service & Sales Representatives, ensure high-level customer service, and assist the General Manager with retention efforts and key administrative tasks.

The role emphasizes operational excellence, effective communication, and proactive problem-solving in a busy fitness environment.

Qualifications

• 2-3 years of face-to-face customer service experience.
• At least 1 year of supervisory experience in fitness, hospitality, or retail.
• AED/CPR certification (Child & Adult).
• Ability to learn and maximize POS/timekeeping systems.
• Strong communication and interpersonal skills.
• Ability to work independently and multi-task with urgency.

Responsibilities

• Promote excellent customer experience and develop staff to deliver on mission and values.
• Engage with members and guests to drive referrals and retention.
• Respond quickly to member feedback and escalate issues as needed.
• Lead by example to supervise Service & Sales Representatives.
• Assist General Manager/Assistant GM with retention and AR collections.
• Maintain a clean, welcoming Welcome Desk and assist with club operations.

Skills

Customer service

Leadership

Communication

Conflict resolution

Sales & retention

POS & billing systems

Tools

POS/timekeeping systems

Job description

New York Sports Club is seeking a Front Desk Supervisor to oversee daily member experience, staff development, and front desk operations at our NY club. You will lead a team of Service & Sales Representatives, ensure high-level customer service, and assist the General Manager with retention efforts and key administrative tasks.

The role emphasizes operational excellence, effective communication, and proactive problem-solving in a busy fitness environment.