Gym Front Desk Lead - Member Experience

New York Sports Club

Somerville (MA)

On-site

USD 22,000 - 30,000

Full time

4 days ago

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Job summary

New York Sports Club is seeking a Front Desk Supervisor to create a welcoming environment for members and guests across opening and closing hours. You will model service excellence, guide Service & Sales Representatives, and partner with club leadership to improve retention and handle membership inquiries with a focus on positive member experiences.

The role requires 2–3 years of frontline customer service and at least 1 year of supervisory experience in a fitness, hospitality, or retail

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.
AED/CPR certified.
Ability to learn and maximize POS/timekeeping/membership systems.
Comfortable leading outreach and referral activities that will generate leads, contacts, and appointments.

Responsibilities

Promote, maintain, and protect the customer experience by developing SSRs to be solution-oriented and deliver on our mission, values and guiding principles.
Engage with and build genuine connections with all members and guests to foster interest and drive referrals and retention.
Ensure quick response to member feedback and elevate issues to club management as needed.
Navigate basic questions about membership, services, and billing inquiries.
Lead in operational excellence and provide real-time feedback to SSRs.
Assist onboarding of new SSRs with immersion plans and clear expectations.