Gym Front Desk Supervisor | Member Experience Leader

New York Sports Club; Hoboken (NJ); On-site; USD 42,000 - 52,000; Full time

Job summary

New York Sports Club is seeking a Front Desk Supervisor to lead member experience during opening and closing hours, mentoring Service & Sales Representatives and partnering with the General Manager to reduce cancellations and support AR collections.

You will handle member inquiries, address feedback, escalate issues when needed, and ensure daily MEW and system transactions while upholding operational standards across club operations.

Responsibilities

• Promote, maintain, and protect the customer experience by developing Service & Sales Representatives to be solution-oriented.
• Engage with and build genuine connections with all members and guests to foster interest, drive referrals, and encourage retention.
• Ensure a quick response time to member feedback, complaints, and escalate issues to club management as necessary.
• Navigate basic questions about membership, services, and billing inquiries.
• Hold SSR team to high standards of operational excellence.
• Provide real-time ongoing feedback to SSRs, focusing on internal development.
• Have courageous conversations with team members as needed in accordance with policy.
• Exhibit the ability to lead and inspire cooperation and influence behavior.
• Support onboarding of new SSRs by utilizing immersion plans to ensure expectations and success.
• Create an open environment where employees are empowered to ask questions and progress along their Learning Journey.
• Assist the General Manager in administrative tasks including billing calls, confirming appointments and ensuring MEW and Figure 8’s are completed daily.
• Perform all basic system transactions pertaining to enrolling new members and explaining terms for all memberships

Job description

New York Sports Club is seeking a Front Desk Supervisor to lead member experience during opening and closing hours, mentoring Service & Sales Representatives and partnering with the General Manager to reduce cancellations and support AR collections.

You will handle member inquiries, address feedback, escalate issues when needed, and ensure daily MEW and system transactions while upholding operational standards across club operations.