Mass Posting - Shift Supervisor

Central Rock Gym; Cambridge (MA); On-site; USD 40,000 - 55,000; Full time

Job summary

Central Rock Gym in Cambridge is seeking a dedicated Shift Supervisor to manage day-to-day operations while leading the team during assigned shifts. You will provide exceptional customer service, support facility operations, and oversee staff responsibilities in the absence of management.

The ideal candidate will have a flexible schedule, strong leadership abilities, and a background in customer-facing roles. Responsibilities include ensuring safety, cleanliness, and communication of policies and services.

Qualifications

• Flexible schedule including nights, weekends, and holidays.
• Prior experience in customer-facing leadership roles is preferred.
• CPR/First Aid certification is a plus.

Responsibilities

• Support daily operations and lead on duty during shifts.
• Provide excellent customer service and manage member experiences.
• Monitor gym safety and cleanliness to maintain standards.

Skills

Customer service

Communication

Problem-solving

Leadership

Multitasking

Tools

Google Suite

Rock Gym Pro

Job description

As a Shift Supervisor, you will support the day-to‑day operations of the gym while serving as the lead on duty during assigned shifts. This role combines front desk responsibilities with increased operational oversight, ensuring a safe, welcoming, and smoothly run facility in the absence of a General Manager or Assistant Manager. Shift Supervisors lead by example, provide exceptional member service, and act as a point of escalation for staff, members, and operational issues.

Responsibilities

Front Desk & Member Experience

• Provide outstanding customer service by greeting members and guests, answering questions, and assisting with memberships, programs, and day passes.
• Operate Rock Gym Pro (RGP) for check‑ins, registrations, sales, and waivers. Be familiar with the advanced functions of RGP including calendar management, processing change requests, invoices, and payments.
• Provide facility tours and ensure accurate communication of programs, policies, and services.
• Answer phone calls and emails as needed.
• Act as the lead on duty during assigned shifts, ensuring smooth gym operations.
• Support and guide Desk Staff during shifts, answering questions and addressing issues as they arise.
• Serve as the primary escalation point for member concerns, staff questions, and minor operational issues when management is not present.
• Ensure staff coverage, punctuality, and adherence to policies during shifts.

Operational & Facility Support

• Monitor the gym for safety, cleanliness, and adherence to CRG standards.
• Ensure daily cleaning tasks and operational checklists are completed.
• Support incident reporting and responses, and emergency procedures as needed.
• Assist with basic facility upkeep and coordination of maintenance needs.
• Assist with additional tasks / projects as assigned by the General Manager.

Training & Communication

• Reinforce proper procedures, policies, and customer service standards with Desk Staff.
• Assist with onboarding and training of new Desk Staff as directed by management.
• Communicate notable issues, incidents, or operational concerns to the General Manager or Assistant Manager.

Requirements

• Flexible schedule with availability to work nights, weekends, early mornings, and some holidays.
• Prior experience as Desk Staff or in a similar customer‑facing leadership role preferred.
• Strong customer service, communication, and problem‑solving skills.
• Ability to take initiative and make sound decisions during shifts.
• Friendly, approachable, and confident leadership style.
• Ability to multitask and prioritize in a fast‑paced environment.
• Comfortable working at heights of 40+ feet and lifting up to 50 lbs (location dependent). 
• CPR/First Aid certification is a plus.
• Experience with Google Suite and Rock Gym Pro preferred.