Member Services Supervisor

Crunch Fitness; Plantation (FL); On-site; USD 35,000 - 55,000; Full time

Job summary

Join a dynamic fitness environment as a Member Services Representative Supervisor, where you will lead a dedicated team to provide an exceptional member experience. This role is pivotal in managing front desk operations, ensuring that every member feels welcomed and valued. You will be responsible for hiring and training staff, implementing club policies, and fostering a culture of teamwork and high performance. If you have a passion for fitness and leadership, this is an exciting opportunity to make a significant impact in a thriving community. Be part of a vibrant team that values integrity and delivers outstanding service to its members.

Benefits

Bonus based on performance

Employee discounts

Training & development

Qualifications

• Experience in fitness management is preferred for this role.
• Current CPR certification is recommended for safety.

Responsibilities

• Manage front desk operations to ensure high customer service.
• Recruit, train, and oversee front desk staff for optimal performance.
• Promote a welcoming atmosphere and resolve member complaints.

Skills

Customer Service Skills

Leadership Skills

Communication Skills

Administrative Skills

Fitness Management Experience

Education

Current CPR Certification

Job description

Benefits:

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

Job Overview:

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.
• Serve 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.
• 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 through 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.
• 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.
• Serve as a role model for employees.

Accountabilities

• Implement and support company programs and promotions to help generate new sales leads for optimum new membership growth.
• Oversee 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.
• 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.