Front Desk Weekend Lead

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! Our mission is “Improve Lives Through Fitness.” Roles and Responsibilities The Front Desk Weekend Lead (Part‑Time) position provides a welcoming and safe environment for members and guests during opening/closing weekend hours through a high level of customer service. This position is 2 days per week / 16 hours per week, working a combination of shifts between Friday, Saturday and Sunday. The Front Desk Weekend Lead acts as a role model for Service & Sales Representatives and assists the General Manager/Assistant General Manager with retention by focusing on cancel saves and accounts receivable collections. 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 their interest in our offerings, drive membership sales through referrals, and encourage their continued retention. Ensure a quick response time to member feedback, complaints, and elevate issues to club management as necessary. Navigate basic questions about membership, services, and billing inquiries. Hold yourself and the SSR team accountable to high standards of operational excellence. Assist in the support and assessment of SSR performance and development by providing real‑time ongoing constructive feedback, focusing on internal development. Willingness to have courageous conversations with team members as needed in accordance with company policy. Exhibit the ability to lead and inspire cooperation and influence behavior. Support the onboarding of new SSRs by utilizing proper immersion plans to ensure clear expectations while setting them up for success. Create an open environment where employees are empowered to ask questions and continue to progress along their learning journey. Assist the General Manager in administrative tasks including billing calls, confirming appointments and ensuring that Member Experience Walkthroughs (MEW) and Figure 8’s are completed daily. Perform all basic system transactions pertaining to enrolling new members and explaining the terms for all membership options. Ensure a consistently clean Welcome Desk at all times and a friendly/inviting customer experience. Partner with GM/AGM to quickly address any incidents, maintenance or equipment issues that are visible to members. Review and adhere to all NYSC documents including but not limited to policies and procedures, employee handbook, state supplement, codes of conduct, etc. Maintain an acute awareness for all loss prevention matters (i.e., emergency doors locked, alarms functional). Be a hands‑on supervisor and lead by example, always approaching your work with our Clubhouse Rules and the mentality of a service‑based leader. Be available to SSRs to address questions and concerns in partnership with the GM/AGM. Efficiently check in and handle routine member service tasks using club systems such as creating online accounts, resetting passwords, updating credit cards, collecting past‑due balances, freezing/cancelling membership agreements, and managing group exercise class reservations. Always report to work on time and in proper uniform to best represent the brand. Professionally collaborate with, and communicate all information to, club team and corporate personnel, as well as members and guests, through all permissible media (i.e., e‑mail, telephone, social media). Effectively communicate new promotions and services at point of contact so that the member gets the most out of their gym membership. Contact prospective members and member referrals via call drives to help them begin their fitness journey with us. Exhibit full knowledge of all club offerings and services in order to build value, facilitate the sale of memberships, and promote the business. Educate SSRs on the principles of the brand by being a brand ambassador and ensuring brand consistency. Work to resolve issues that affect the service, efficiency, and productivity of the club. Resolve customer complaints by providing customer service‑focused solutions to members in a timely manner. Partner with management team to identify and remove barriers to drive 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 our POS/time‑keeping/membership systems. Comfortable leading outreach and referral activities that will generate leads, contacts, and appointments. Successful track record of working in a team‑oriented environment. Ability to handle challenging member issues with patience, tact, and the utmost professionalism. A sense of urgency regarding customer service and sales results. Demonstrated communication and interpersonal skills. Highly organized with detail orientation and proven follow‑up skills. Ability to work independently, prioritize responsibilities and multi‑task with an appropriate level of urgency. Prolonged periods of standing at the Welcome Desk and working on a computer. Physical demands include ability to lift up to 20 pounds with or without reasonable accommodations, walk through all areas of the club, climbing stairs (where applicable), and bending and lifting (e.g., picking up towels, restacking weights, moving equipment as needed). The company reserves the right to change these as business needs require and that jobs may require other tasks as assigned to the employees by the company. Scheduling Requirements Due to the nature of the business, NYSC has specific scheduling guidelines for this position. This part‑time position adheres to a weekly opening/closing schedule working Friday, Saturday, and Sunday shifts unless otherwise noted/advised. This position is scheduled 15 minutes before opening/after closing shifts to ensure a proper facility walkthrough. Prescribed Schedule Requirement: This role operates on a prescribed schedule that is essential for effective business planning and team coverage. Candidates must be able to consistently work the scheduled days and hours as outlined. Schedule Variability Notice: While schedules are prescribed, they may be adjusted as needed due to training, business and operational requirements, including temporary changes to club hours, coverage needs, or vacancies. Part‑Time Position: This is a part‑time role scheduled for a minimum of 16 hours per week between Friday and Sunday, typically worked as 9‑hour days including 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 company website. Front Desk Weekend Lead (Opening) Position Schedule Friday‑Sunday: Opening (2 weekend shifts required) Opening roles are scheduled 15 minutes prior to the posted club operation hours. Start times can range from 6:45 AM – 7:45 AM depending on the day of week and actual club operating hours. Front Desk Weekend Lead (Closing) Position Schedule Friday‑Sunday: Closing (2 weekend shifts required) Closing roles are scheduled 15 minutes after the posted club operation hours. Shift end times can range from 5:15 PM to 8:15 PM depending on the day of week and actual club operating hours. #J-18808-Ljbffr