Front Desk Lead

Job Description

Job Description

Benefits:

• Employee discounts
• Free uniforms
• Opportunity for advancement
• Training & development
• Wellness resources
• Bonus based on performance

We Empower the Fighting Spirit in You! GENERAL SUMMARY: The Front Desk Lead is responsible providing superior customer service to our members and guests and through the daily management of a team of Front Desk Representatives. Duties include training, recognizing, motivating and coaching the front desk staff and enforcing company policies and procedures.
ESSENTIAL DUTIES & RESPONSIBILITIES:
Front Desk Customer Service

Ensures that guests and members are warmly greeted and promptly assisted.
Ensures incoming calls are answered in a professional and efficient manner.
Supervises point of sales system operations.
Ensures proper member check-in procedures are followed.
Responds effectively to member questions, requests and concerns and escalates to management immediately if unable to resolve.
Maintains the Maintenance Log, Fitness profiles, telephone inquiries and group fitness reservations.
Immediately reports or escalates to management any unsafe conditions or emergency situations.

Club Operations and Administration

Supervises the front desk and retail operations.
Keeps front desk and lobby neat and clean at all times.
Monitors retail goals and ensures club is on track to meet and exceed assigned goals.
Calls all past due members with Front Desk Representatives regarding late dues and down payments.
Partners with the maintenance and janitorial staff to immediately address any maintenance or cleanliness issues around the club.

Staff Supervision

Create the weekly staff schedule and distribute to all front desk staff in a timely manner.
Enforces Front Desk staff dress code and time and attendance reporting compliance.
Trains the Front Desk staff on day-to-day duties and provides any related training programs and policies and procedures.
Monitors and coaches front desk staff job performance.
Assists Operations Manager with performance appraisals.

ORGANIZATION RELATIONSHIPS: The Front Desk Lead reports to the Operations Manager and helps oversee Front Desk Representatives. This position may interact with all levels of management and staff within Corporate and Field offices, in the clubs, and within the Front Desk Representative team.

REQUIRED QUALIFICATIONS:
Knowledge, skills & abilities:

Must be energetic and possess a very friendly, outgoing personality and positive attitude.
Possess strong interpersonal and communication skills, including telephone etiquette.
Possess a strong customer service focus, diplomacy and professionalism.
Understands and follows oral and written instructions.
Able to multi-task and perform tasks with accuracy and attention to detail.
Able to motivate a team, especially with sales goals achievement.
Able to hold team members accountable and coach them when necessary.
Adhere to meal and rest break periods and must clock in and out for all shift times.

Minimum certifications/educational level:

High school diploma or GED required.
Current Cardiopulmonary Resuscitation (CPR) and Automated External Defibrillator (AED) certification.

Minimum experience:

Must have 6 months’ customer service experience in health club, retail, hospitality or food service industry.
Experience with multiple phone lines preferred.
Basic computer skills.

Benefits:

• Employee discounts
• Free uniforms
• Health insurance for eligible employees
• Opportunity for advancement
• Training & development