Member Experience Leader - Front Desk

New York Sports Club; New York (NY); On-site; USD 40,000 - 55,000; Full time

Job summary

New York Sports Club in New York is seeking a Front Desk Supervisor to lead member experience, support SSRs, and partner with the GM/AGM to drive retention and operational excellence. You will manage scheduling, training, billing calls, and member services to ensure a friendly Welcome Desk and compliant operations.

The role requires supervisory experience, strong communication, and the ability to multi-task in a busy club environment, with a focus on service and sales results.

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.
• Ability to learn and maximize POS/timekeeping/membership systems.
• Strong communication and interpersonal skills.

Responsibilities

• Promote, maintain, and protect the customer experience by developing SSRs to be solution-oriented and aligned with mission.
• Engage with members and guests to drive referrals and retention.
• Respond promptly to member feedback and escalate issues to club management when needed.
• Navigate basic questions about membership, services, and billing inquiries.
• Lead and coach SSRs to high performance and provide feedback.

Skills

Customer service

Supervisory experience

Communication

Organizational skills

Tools

POS systems

Timekeeping systems

Membership systems

Job description

New York Sports Club in New York is seeking a Front Desk Supervisor to lead member experience, support SSRs, and partner with the GM/AGM to drive retention and operational excellence. You will manage scheduling, training, billing calls, and member services to ensure a friendly Welcome Desk and compliant operations.

The role requires supervisory experience, strong communication, and the ability to multi-task in a busy club environment, with a focus on service and sales results.