Member Services Supervisor

Crunch Fitness; Fort Lauderdale (FL); On-site; USD 35,000 - 50,000; Full time

Benefits offered by this job

Bonus based on performance

Employee discounts

Training & development

Job summary

Crunch Fitness is seeking a Member Services Representative Supervisor to elevate the member experience through effective management of front desk operations. The role involves recruitment, staff training, and maintaining high standards of customer service. Ideal candidates will have experience in fitness management and strong communication abilities to foster a welcoming environment for members.

Qualifications

• Fitness management experience preferred.
• Current CPR certification recommended.

Responsibilities

• Hire, train, and manage front desk staff.
• Ensure high-level customer service.
• Resolve member complaints and implement club policies.

Skills

Excellent written and verbal communication

Strong leadership skills

Strong administrative skills

Strong customer service skills

Job description

Benefits:

• Bonus based on performance
• Employee discounts
• Training & development

The Crunch Member Services Representative Supervisor (MSRS) will assist with the delivery of an amazing Crunch Member Experience, through a successful operation of the front desk and related departments. He/She is responsible to hire, train and manage the front desk to ensure that all members receive the highest level of customer service possible. He/She will demonstrate an aptitude of all company-wide policies and initiatives to ensure integrity of the Crunch Brand.

Reports to:

Club Manager

Requirements:

• Fitness management experience preferred
• Current Cardiopulmonary Resuscitation (CPR) recommended

Responsibilities:

Administration/Organization

• Demonstrate a working knowledge of all standard operating procedures and policies that pertain to the club.
• Communicate and implement club policies and procedures to employees.
• Recruit and hire the highest possible caliber of staff.

Operations

• Promote a professional and welcoming atmosphere that enhances the quality of service and care offered to the members.
• Serves as the lead customer service contact for members at the front desk
• Demonstrate a working knowledge of all standard club operating procedures and policies
• Communicate and interpret club policies and procedures to members and employees
• Resolve member complaints in an expeditious and tactful manner following club procedure and documentation
• Assist in the staffing, training, and performance management of Front Desk employees.
• Promote a professional and welcoming atmosphere that enhances the quality of service and care offered to the members.
• Ensure the club meets standards for cleanliness, maintenance, safety, and security.

Sales/Revenue Management

• Support company programs and promotion to help generate new sales leads for optimum new membership growth
• Lead and train staff on all club level sales activities including telephone inquiries, guest registrations, Digital Tool Kit club tours and membership enrollments
• Ensure that the staff has a high level of knowledge about the club’s promotions, programs, facilities, classes, and equipment.
• Achieve desired revenue goals thru the leadership and motivation of employees.
• Ensure that all promotions are effectively communicated to the team and all other appropriate staff.

Leadership

• Provide an inspirational environment that welcomes honest feedback from employees and takes action to ensure a quality, working environment
• Promote a professional and welcoming atmosphere that enhances the quality of service and care offered to the members.
• Support personnel related problems or difficulties by following club procedure and documentation.
• Encourage staff to work as a team and be productive.
• Illustrate an ability to make decisions.
• Recruit and hire the highest possible caliber of staff.
• Serve as a role model for employees.

Accountabilities

• Implement and support company programs and promotion to help generate new sales leads for optimum new membership growth.
• Oversees expense goals by managing payroll and general and administrative expenses.
• Ensure that the clubs meet Crunch standards for cleanliness, maintenance, safety, security, and physical plant operations.
• Keep current in knowledge of key competitors.
• Conduct frequent facility walkthroughs

Measurement Standards

• Successful management of all financial budgetary goals.
• Net Promoter Scores and Social Media Feedback Scores
• Membership retention.
• Follow all policies and procedures.

Special Skills:

• Excellent written and verbal communication
• Strong leadership skills
• Strong administrative skills
• Strong customer service skills