Member Services Supervisor

Job Description

Job Description

The Crunch Member Services Supervisor (MSS) 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) required

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.
• Serves 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.
• Promote a professional and welcoming atmosphere that enhances the quality of service and care offered to the members.
• 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 clubs promotions, programs, facilities, classes, and equipment.
• Achieve desired revenue goals thru 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
• Promote a professional and welcoming atmosphere that enhances the quality of service and care offered to the members.
• 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.
• Recruit and hire the highest possible caliber of staff.
• Serve as a role model for employees.

Accountabilities

• Implement and support company programs and promotion to help generate new sales leads for optimum new membership growth.
• Oversees 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.
• Keep current in knowledge of key competitors.
• 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