Front Desk Supervisor - Member Experience Leader

New York Sports Club; Glendale (NY); On-site; USD 38,000 - 48,000; Full time

Job summary

New York Sports Club is seeking a Front Desk Supervisor to ensure a welcoming, safe environment for members and guests during opening and closing hours, delivering exceptional customer service.

You will model the Service & Sales Representatives, support retention by addressing cancel risk, and assist with billing inquiries and daily club operations.

Responsibilities include coaching the SSR team, guiding performance, onboarding new staff, and maintaining smooth administrative tasks for the club.

Qualifications

• Customer service experience
• Leadership and staff coaching
• Membership/sales knowledge
• Billing inquiries understanding

Responsibilities

• Promote and protect the customer experience by guiding Service & Sales Representatives to be solution-oriented.
• Engage with members to foster connections, drive referrals and improve retention.
• Ensure quick response to member feedback and escalate issues to club management as needed.
• Lead SSR performance with real-time feedback and coaching to meet high standards.
• Support onboarding and development of new SSRs to ensure clear expectations and success.
• Assist the General Manager with billing calls and daily club operational tasks.

Job description

New York Sports Club is seeking a Front Desk Supervisor to ensure a welcoming, safe environment for members and guests during opening and closing hours, delivering exceptional customer service.

You will model the Service & Sales Representatives, support retention by addressing cancel risk, and assist with billing inquiries and daily club operations.

Responsibilities include coaching the SSR team, guiding performance, onboarding new staff, and maintaining smooth administrative tasks for the club.