Mass Posting - Shift Supervisor

Central Rock Gym; Watertown (MA); On-site; USD 40,000 - 60,000; Full time

Job summary

Central Rock Gym is looking for a Shift Supervisor to oversee daily operations while ensuring an excellent member experience. This role involves leading the front desk staff and ensuring the gym operates smoothly in the absence of management.

The ideal candidate will have strong customer service skills, the ability to multitask in a fast-paced environment, and the flexibility to work various shifts. Experience with customer service and familiarity with Rock Gym Pro software is preferred.

Qualifications

• Flexible schedule with the ability to work nights, weekends, and holidays.
• Prior experience in a customer-facing leadership role is preferred.
• Comfortable working at heights of 40+ feet and lifting up to 50 lbs.

Responsibilities

• Provide outstanding customer service to members and guests.
• Monitor gym safety, cleanliness, and adherence to standards.
• Support training and onboarding of new Desk Staff.

Skills

Customer service

Communication

Problem-solving

Tools

Rock Gym Pro

Google Suite

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.