Welcome Desk Manager

American Family Fitness; Richmond (VA); On-site; USD 27,000 - 42,000; Full time

Job summary

American Family Fitness in Richmond, VA seeks a Welcome Desk Manager to lead daily desk operations, hire and train staff, and deliver exceptional member service. You will oversee scheduling, payroll-related tasks, and ensure compliance with company standards while collaborating with club leadership to drive retention and profitability.

The role requires strong communication, staff development, and the ability to adapt to a dynamic fitness-club environment.

Qualifications

• High school diploma or equivalent.
• 2–3 years of customer service experience.
• Previous supervisory or leadership experience.
• Strong verbal and written communication skills.
• Working knowledge of Microsoft Office and Windows-based software.
• Red Cross CPR/AED Certification within 60 days of hire.
• Experience with scheduling and payroll management is preferred.

Responsibilities

• Lead Welcome Desk team, hire, onboard, train, coach, and develop staff.
• Deliver exceptional member service and greet members professionally.
• Oversee daily Welcome Desk operations and maintain accurate records.
• Schedule staff, manage deposits, and complete required reports.
• Collaborate with GM and other departments to support club goals.

Skills

Customer service

Leadership

Communication

Scheduling

Payroll management

Team development

Education

High school diploma or equivalent

Tools

Microsoft Office

Windows-based software

Job description

Welcome Desk ManagerDepartment: OperationsCompensationAnnual Salary Range: $27,000 - $42,000Actual compensation will be determined based on experience, qualifications, skills, and business needs.Position SummaryThe Welcome Desk Manager leads the daily operations of the Welcome Desk while creating an exceptional first and last impression for every member and guest. This position is responsible for hiring, training, coaching, scheduling, and developing the Welcome Desk team while ensuring outstanding customer service, operational efficiency, and adherence to company standards.The Welcome Desk Manager partners with club leadership to support member retention, operational excellence, payroll management, and club profitability.Essential Duties and ResponsibilitiesThe following duties are representative of the position and are not intended to be all-inclusive.Leadership & Team DevelopmentRecruit, hire, onboard, train, coach, and develop Welcome Desk team members.Foster a positive, professional, and service-oriented work environment.Conduct regular department meetings and ongoing training sessions.Provide performance feedback, coaching, and annual evaluations.Document employee performance and administer corrective action when appropriate.Maintain department staffing levels and prepare work schedules that meet business needs.Ensure new hire paperwork is completed accurately and submitted before employees begin work.Maintain confidential personnel records and required documentation.Member ExperienceDeliver exceptional customer service by greeting every member and guest with a welcoming, energetic, and professional attitude.Build positive relationships with members by providing personalized service whenever possible.Respond to member questions, concerns, and feedback promptly and professionally.Communicate club promotions, programs, special events, and operational updates.Serve as a role model for exceptional customer service.OperationsOversee daily Welcome Desk operations to ensure efficient club operations.Complete daily club paperwork, deposits, and required administrative reports.Schedule Welcome Desk staff to provide appropriate coverage.Assist Membership Directors by scheduling appointments and maintaining accurate account notes.Notify Welcome Desk staff regarding Membership Director availability and scheduling updates.Ensure club hours and operational notices are posted accurately and timely.Protect confidential financial and member information.Follow all company policies, procedures, safety protocols, and emergency response procedures.Input and manage your weekly work schedule in the club’s scheduling platform by established deadlines, maintaining full accountability for schedule accuracy, timeliness, and adherence to club staffing needCollaborationMaintain effective communication with the General Manager, Assistant General Manager, department managers, and Home Office.Participate in club meetings, regional meetings, and company training.Assist with company initiatives, operational committees, and organizational goals.Perform other duties as assigned.QualificationsRequiredHigh school diploma or equivalent.2–3 years of customer service experience.Previous supervisory or leadership experience.Strong verbal and written communication skills.Working knowledge of Microsoft Office and Windows-based software.Ability to lead, motivate, and develop a team.Red Cross CPR/AED Certification within 60 days of hire.PreferredFitness, hospitality, retail, or service industry management experience.Cash handling and administrative experience.Experience with scheduling and payroll management.Physical RequirementsAbility to stand and walk for extended periods.Ability to lift up to 25 pounds and occasionally up to 50 pounds with assistance.Ability to bend, reach, stoop, and perform light cleaning duties.Ability to communicate effectively with members and employees.Ability to work in a fitness club environment with moderate noise levels.Work ScheduleThis position requires a flexible schedule, including mornings, evenings, weekends, holidays, and special events based on business needs.