Member Experience Supervisor – Front Desk Leader

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

Job summary

New York Sports Club is seeking a Front Desk Supervisor to ensure a welcoming, safe environment for members during opening and closing hours. You will guide Service & Sales Representatives, focus on member retention, and support billing and onboarding tasks.

The role emphasizes high standards of customer service, leadership, and collaboration with club management to address issues and improve the member experience.

Qualifications

• 2-3 years of face-to-face customer service experience.
• At least 1 year of supervisory experience in fitness, hospitality, or retail.
• AED/CPR certified.

Responsibilities

• Promote and protect the customer experience by developing SSRs to be solution-oriented.
• Engage with members and guests to drive referrals and retention.
• Respond quickly to member feedback and billing inquiries.
• Lead onboarding and development of SSRs and ensure club standards.
• Assist in administrative tasks including billing calls and membership processing.
• Maintain a clean Welcome Desk and friendly member experience.
• Collaborate with GM/AGM on incidents and equipment issues.

Skills

Customer service

Supervisory

AED/CPR certified

POS systems

Team leadership

Job description

New York Sports Club is seeking a Front Desk Supervisor to ensure a welcoming, safe environment for members during opening and closing hours. You will guide Service & Sales Representatives, focus on member retention, and support billing and onboarding tasks.

The role emphasizes high standards of customer service, leadership, and collaboration with club management to address issues and improve the member experience.