Gym Front Desk Supervisor - Lead Member Experience

City of Lincoln; New York (NY); On-site; USD 23,000 - 28,000; Full time

Job summary

New York Sports Club Glendale is seeking a Front Desk Supervisor to create a welcoming, safe environment for members during opening and closing hours, while role-modeling service and sales standards in partnership with the General Manager.

You will coach Service & Sales Representatives, manage member interactions, handle billing inquiries, and support operations, including onboarding new staff, maintaining the Welcome Desk, and ensuring loss prevention and timely issue resolution.

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 for Child & Adult.

Responsibilities

• Promote, maintain, and protect the customer experience by developing SSRs to be solution-oriented and consistently deliver on our mission, values, and guiding principles.
• Engage with and build genuine connections with all members and guests to foster referrals and retention.
• Ensure a 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 accountable to high standards of operational excellence.
• Assist in the support and assessment of SSR performance and development with feedback.
• Lead by example and inspire cooperation and achievement of goals.
• Assist in onboarding of new SSRs with immersion plans.

Skills

Customer service

Supervisory experience

Job description

New York Sports Club Glendale is seeking a Front Desk Supervisor to create a welcoming, safe environment for members during opening and closing hours, while role-modeling service and sales standards in partnership with the General Manager.

You will coach Service & Sales Representatives, manage member interactions, handle billing inquiries, and support operations, including onboarding new staff, maintaining the Welcome Desk, and ensuring loss prevention and timely issue resolution.