Front Desk Supervisor - Member Experience & Sales

New York Sports Clubs and our Family of Brands; City of Rochester (NY); Sur place; USD 23 000 - 28 000; Plein temps

Résumé du poste

New York Sports Club is seeking a Front Desk Supervisor to create a welcoming, safe environment for members and guests during opening and closing hours, delivering a high level of customer service and serving as a role model for SSRs.

You will support the General Manager with retention efforts, handle billing inquiries, enroll new members, supervise a small team, and ensure smooth operations, with a schedule covering mornings and evenings on a full‑time basis.

Qualifications

• 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/time‑keeping/membership systems.
• Strong 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 and physical requirements as described.

Responsabilités

• Promote, maintain, and protect the customer experience by developing SSRs to be solution‑oriented and aligned with mission, values, and guiding principles.
• Engage with and build genuine connections with all members and guests to foster interest, drive referrals, and encourage retention.
• Ensure quick response time to member feedback, complaints, and elevate issues to club management as necessary.
• Navigate basic questions about membership, services, and billing inquiries.
• Hold yourself and the SSR team to high standards of operational excellence.
• Assist in the support and assessment of SSR performance and development with real‑time feedback.
• Lead courageous conversations with team members as needed.
• Assist onboarding of new SSRs with immersion plans and clear expectations.
• Support the GM in administrative tasks including billing calls, confirming appointments, MEWs, and class reservations.

Connaissances

Customer service

Leadership

Communication

Multi-tasking

Formation

AED/CPR certification

Outils

POS system

Description du poste

New York Sports Club is seeking a Front Desk Supervisor to create a welcoming, safe environment for members and guests during opening and closing hours, delivering a high level of customer service and serving as a role model for SSRs.

You will support the General Manager with retention efforts, handle billing inquiries, enroll new members, supervise a small team, and ensure smooth operations, with a schedule covering mornings and evenings on a full‑time basis.