Front Desk Supervisor (Closing)

Brief Description New York Sports Club and our family of brands is a long‑standing, dynamic fitness club brand with locations in the Northeast. We consider ourselves your local neighborhood gym, aiming to provide members with fitness results, positive change, and personal connections through innovative programming and knowledgeable staff. Our mission is “Improve Lives Through Fitness.” We are proud to model and promote our mission, values, and guiding principles with integrity. Roles And Responsibilities The Front Desk Supervisor creates a welcoming, safe environment for members and guests during opening and closing hours, delivers exceptional customer service, and supports the General Manager/Assistant General Manager with member retention, cancellation savings, and accounts receivable collections. Customer Service Promote, maintain, and protect the customer experience by developing Service & Sales Representatives (SSR) to be solution‑oriented and consistently deliver on our mission, values, and guiding principles. Engage with and build genuine connections with all members and guests to foster interest in our offerings, drive membership sales through referrals, and encourage continued retention. Ensure quick response to member feedback and complaints, escalating issues to club management as necessary. Navigate basic questions about membership, services, and billing inquiries. Performance Management Hold both self and the SSR team accountable to high standards of operational excellence. Provide real‑time, constructive feedback to support SSR performance and development. Conduct courageous conversations with team members as needed in accordance with company policy. Lead, inspire cooperation, and influence behavior. Employee Recruitment and Development Support onboarding of new SSRs with proper immersion plans to set clear expectations and ensure success. Create an environment where employees feel empowered to ask questions and advance along their learning journey. Club Operations Assist the GM with administrative tasks: billing calls, appointment confirmations, and daily completion of Member Experience Walkthroughs (MEW) and Figure8s. Perform system transactions for enrolling new members, explaining differing membership options, and handling routine member tasks. Maintain a consistently clean Welcome Desk and foster a friendly, inviting customer experience. Partner with GM/AGM to address incidents, maintenance, or equipment issues visible to members. Review and adhere to all NYSC documents, including policies, procedures, employee handbook, state supplement, and codes of conduct. Maintain acute awareness for loss‑prevention matters, such as emergency door status and alarm functionality. Act as a hands‑on supervisor, lead by example, and embody Clubhouse Rules and a service‑based leadership mentality. Be available to SSRs to address questions and concerns in collaboration with the GM/AGM. Efficiently check in members and manage tasks using club systems (online accounts, password resets, credit‑card updates, past‑due collections, membership cancellations or freezes, and group‑class reservations). Appear on time and in proper uniform to represent the brand. Communication Professionally collaborate and communicate with club team, corporate personnel, members, and guests via all permissible media (e‑mail, telephone, social media). Effectively communicate new promotions and services so members maximize their membership. Contact prospective members and referrals through call drives to help them begin their fitness journey. Product Knowledge Demonstrate full knowledge of all club offerings and services to add value, support membership sales, and promote the business. Educate SSRs on brand principles and act as brand ambassadors to ensure consistency. Problem Solving Resolve issues that affect club service, efficiency, and productivity. Address customer complaints with timely, customer‑service‑focused solutions. Collaborate with management to identify and eliminate barriers to results. Position Requirements & Experience 2–3 years of face‑to‑face customer service experience. At least 1 year of supervisory experience in a fitness, hospitality, or retail environment. Child & Adult AED/CPR certified. Ability to learn and maximize POS, time‑keeping, and membership systems. Comfortable leading outreach and referral activities that generate leads, contacts, and appointments. Successful track record in a team‑oriented environment. Patience, tact, and professionalism when handling challenging member issues. Sense of urgency regarding customer service and sales results. Demonstrated communication and interpersonal skills. Highly organized, detail‑oriented, and proven follow‑up skills. Ability to work independently, prioritize tasks, and multi‑task with appropriate urgency. Prolonged periods standing at the Welcome Desk and working on a computer. Physical demands: lift up to 20 pounds, walk throughout the club, climb stairs where applicable, bend and lift items such as towels or equipment. The company reserves the right to change these as business needs require; job duties may include additional tasks assigned by the company. Scheduling Requirements Due to the nature of the business, NYSC has specific scheduling guidelines for this position. This full‑time position follows a weekly opening/closing schedule and requires weekend shifts unless otherwise noted. The position is scheduled 15 minutes before opening and after closing to ensure a proper facility walkthrough. Prescribed Schedule: The role operates on a prescribed schedule essential for planning and team coverage; candidates must be able to work the scheduled days and hours consistently. Schedule Variability: Schedules may be adjusted due to training, business or operational needs, including temporary changes to club hours, coverage needs, or vacancies. Full‑time: 40 hours per week, typically 9‑hour days with a 1‑hour unpaid break. Start and end times may vary slightly based on actual club operating hours. Club operating hours are available on our website. Opening Schedule Monday–Thursday: Opening Friday–Sunday: Opening (1 additional day) Opening roles scheduled 15 minutes prior to posted club operation hours. Start times range from 4:45 AM to 7:45 AM depending on the day and actual hours. Closing Schedule Monday–Thursday: Closing Friday–Sunday: Closing (1 additional day) Closing roles scheduled 15 minutes after posted club operation hours. Shift end times range from 5:15 PM to 11:15 PM depending on the day and actual hours. Join Our Talent Community At NYSC, we are always looking for passionate, talented individuals to join our team. Many of our positions are evergreen, allowing us to connect with exceptional candidates for opportunities that may be available now or in the near future. If your skills and experience match, a member of our recruiting team will reach out as opportunities arise. We encourage you to apply and stay connected with us. #J-18808-Ljbffr