Front Desk Lead

Benefits Employee discounts Free uniforms Opportunity for advancement Training & development Wellness resources Bonus based on performance Health insurance for eligible employees Overview The Front Desk Lead is responsible for providing superior customer service to our members and guests and for 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. Responsibilities 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. 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. Creates the weekly staff schedule and distributes it 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, 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. Qualifications 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. Understand and follow 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. High school diploma or GED required. Current Cardiopulmonary Resuscitation (CPR) and Automated External Defibrillator (AED) certification. Minimum of 6 months’ customer service experience in health club, retail, hospitality or food service industry. Experience with multiple phone lines preferred. Basic computer skills. #J-18808-Ljbffr