Gym Front Desk Supervisor & Member Experience Lead

New York Sports Club; Sunnyside (NY); On-site; USD 42,000 - 54,000; Full time

Job summary

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

You will support the General Manager and Assistant General Manager with retention, AR collections, and daily club operations, including member enrollment tasks, billing calls, and MEW checks. This role requires 2-3 years of customer service and 1 year supervisory experience.

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 POS/timekeeping/membership systems.
• Comfortable leading outreach and referral activities that will generate leads, contacts, and appointments.
• Prolonged periods of standing at the Welcome Desk and working on a computer.

Responsibilities

• Promote, maintain, and protect the customer experience by developing Service & Sales Representatives (SSR) 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 their interest in our offerings, drive membership sales through referrals, and encourage their continued 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.
• Assist the General Manager in administrative tasks including billing calls, confirming appointments and ensuring that MEW and Figure 8’s are completed daily.
• Perform all basic system transactions pertaining to enrolling new members and explaining the terms for all membership options.
• Ensure a consistently clean Welcome Desk at all times and a friendly/inviting customer experience.
• Partner with GM/AGM to quickly address any incidents, maintenance or equipment issues that are visible to members.
• Review and adhere to all NYSC documents including but not limited to policies and procedures, employee handbook, state supplement, codes of conduct, etc.
• Maintain an acute awareness for all loss prevention matters (i.e., emergency doors locked, alarms functional).
• Be a hands-on supervisor and lead by example, always approaching your work with our Clubhouse Rules and the mentality of a service-based leader.

Skills

Customer service

Supervisory experience

AED/CPR certified

Communication skills

Organization

Tools

POS systems

Timekeeping systems

Membership systems

Job description

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

You will support the General Manager and Assistant General Manager with retention, AR collections, and daily club operations, including member enrollment tasks, billing calls, and MEW checks. This role requires 2-3 years of customer service and 1 year supervisory experience.