Club Experience Coordinator- MOD

Job Description

Job Description

Description:

CLUB EXPERIENCE COORDINATOR — MANAGER ON DUTY

Position Summary

The Club Experience Coordinator — Manager on Duty (CEC MOD) is a part-time leadership role responsible for supporting Crosscourt’s daily operations, member experience, and front-of house team during assigned shifts. Reporting to the Club General Manager, this role blends sales, service, and supervisory responsibility to ensure every shift runs with precision and energy.

The CEC MOD leads the Club Experience Coordinator (CEC) team on shift, drives membership conversions, oversees facility standards, supports league operations, and contributes to the onboarding and development of new team members.

Core Competencies

• Culture Contributor: Lives the Crosscourt vision on the floor, building trust and energy that make Sport, Culture, and Community feel real for every member and teammate. • Emotional Intelligence: Reads the room, manages their own emotions under pressure, and treats every member and teammate with respect and fairness.

• Communication: Delivers information clearly, openly, and honestly, adjusting tone and approach to who they're speaking with.

• Collaboration: Plays team ball, coordinating effectively with others and following through on commitments to keep the team aligned.

• Baller Mindset: Takes feedback, puts in the reps, and pulls teammates up in pursuit of collective growth and excellence.

Key Responsibilities

Sales & Front Desk Leadership

• Lead club tours, day pass conversions, and guest pass follow-ups with energy and product knowledge.

• Drive membership and credit package sales through exceptional service and strong knowledge of Crosscourt’s offerings.

• Support sales strategy alongside the GM, helping identify conversion opportunities and refine approach shift to shift.

• Execute shift operations with confidence, care, and attention to detail. • Support member communication and lead follow-up on behalf of the club. • Supervise the CEC team during shifts, ensuring SOPs are followed and the member experience remains at the Crosscourt standard.

• Provide CEC coaching and feedback during shifts to continuously improve the guest and member experience.

• Step in to complete tasks in the GM's place when the GM is out, including duties that may not be explicitly outlined in this job description, in an effort to contribute to the overall operations of the club.

Facility Oversight

• Own daily club walkthroughs of courts, bathrooms, locker rooms, and recovery areas to ensure facility standards are upheld at all times.

• Flag and report maintenance issues with clarity and urgency, looping in the GM as appropriate.

• Coordinate with contractors and cleaning crews as needed during shift. • Assist with weekly inventory to ensure the club is adequately stocked on supplies.

League Operations (SZNS) Support

• Oversee game flow, referee coordination, and the overall member experience during league sessions.

• Handle on-the-fly scheduling issues and conflict resolution with calm and clarity. • Ensure the SZNS environment is exciting, professional, and fully aligned with the Crosscourt standard.

• Provide on-the-ground support for club events, from league nights to clinics and member activations.

Onboarding & Team Development

• Assist with onboarding and training of new CECs and Session Officials, ensuring they understand Crosscourt’s standards, systems, and expectations from day one. • Provide live coaching and shift feedback to elevate CEC performance on the floor. • Communicate team progress and concerns to the GM following training sessions or as situations arise.

• Hold teammates accountable to following policies, procedures, and processes by addressing deviations on the spot and escalating ongoing behavior or performance concerns to the GM.

• Support the GM with staff disciplinary conversations and documentation as needed. • Meet with the GM and fellow MODs weekly or biweekly to discuss team performance, club events, and planning priorities.

Job Requirements

Required Qualifications

• 1–2 years of experience in hospitality, sales, fitness, or club operations
• Demonstrated ability to lead a team, take ownership, and hold a high standard without direct supervision
• Strong customer service and conflict resolution skills
• Organized, proactive, and skilled at communicating with both members and teammates
• Excellent verbal and written communication skills
• Ability to work flexible shifts, including evenings, weekends, and peak session times, with a minimum availability of four days per week

Preferred Qualifications

• Experience in a membership-based or sports/fitness environment
• Familiarity with league or recreational sports operations
• Experience supporting or training peers in a shift-based environment
• Passion for basketball, sports culture, or community-building

Physical / Working Requirements

• Ability to stand and move throughout the facility for extended periods
• Ability to lift light to moderate supplies/equipment as needed
• Comfortable working in a fast-paced, highly visible, customer-facing environment