New TSI Holdings, Inc. in
Front Desk Supervisor (Closing) (Administrative)
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! It is our goal to provide our members with fitness results, positive change and personal connections through innovative programming and knowledgeable staff. Our mission is to Improve Lives Through Fitness. Our success comes from continuously modeling and promoting the mission, values, and guiding principles with pride and integrity. Role Overview
The Front Desk Supervisor position provides a welcoming and safe environment for members and guests during our opening/closing hours through a high level of customer service. This individual will also act as a role model for the Service and Sales Representatives. The Front Desk Supervisor will assist the General Manager/Assistant General Manager with retention by focusing on cancel saves and Accounts Receivable (AR) collections. Additional duties may be assigned. Responsibilities 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 their interest, drive membership sales through referrals, and encourage retention. Ensure a quick response time to member feedback, complaints, and escalate issues to club management as necessary. Navigate basic questions about membership, services, and billing inquiries. Performance Management:
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. 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. Employee Recruitment and Development:
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. Club Operations:
Assist the General Manager in administrative tasks including billing calls, confirming appointments and ensuring that Member Experience Walkthroughs (MEW) and Figure 8s 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 address incidents, maintenance or equipment issues visible to members. Review and adhere to all NYSC documents including policies and procedures, employee handbook, state supplement, codes of conduct, etc. Maintain awareness of loss prevention matters (e.g., emergency doors, alarms). Be a hands-on supervisor and lead by example, aligning with Clubhouse Rules and a service-based leadership mentality. 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 (e.g., creating online accounts, resetting passwords, updating credit cards, collecting past due balances, freezing/cancelling membership agreements, managing group exercise class reservations). Always report to work on time and in proper uniform to best represent the brand. Communication:
Professionally collaborate and communicate information to club team and corporate personnel, as well as members and guests, through permissible media. Effectively communicate new promotions and services so that the member gets the most out of their gym membership. Contact prospective members and member referrals to help them begin their fitness journey. Product Knowledge:
Exhibit full knowledge of all club offerings and services to build value, facilitate membership sales, and promote the business. Educate SSRs on brand principles by being a brand ambassador and ensuring brand consistency. Problem Solving:
Work to resolve issues that affect service, efficiency, and productivity. Resolve customer complaints with customer service-focused solutions in a timely manner. Partner with management 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 POS/timekeeping/membership systems. Comfortable leading outreach and referral activities that 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 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 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, climb stairs, and bending/lifting (e.g., towels, weights, equipment). The company reserves the right to change duties as business needs require and that jobs may require other tasks as assigned.
Scheduling Requirements
Due to the nature of the business, NYSC has specific scheduling guidelines for this position. This full-time position adheres to a weekly opening/closing schedule and working weekend shifts unless otherwise noted/advised. This position is scheduled 15 minutes before opening/after closing to ensure a proper facility walkthrough. #J-18808-Ljbffr
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! It is our goal to provide our members with fitness results, positive change and personal connections through innovative programming and knowledgeable staff. Our mission is to Improve Lives Through Fitness. Our success comes from continuously modeling and promoting the mission, values, and guiding principles with pride and integrity. Role Overview
The Front Desk Supervisor position provides a welcoming and safe environment for members and guests during our opening/closing hours through a high level of customer service. This individual will also act as a role model for the Service and Sales Representatives. The Front Desk Supervisor will assist the General Manager/Assistant General Manager with retention by focusing on cancel saves and Accounts Receivable (AR) collections. Additional duties may be assigned. Responsibilities 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 their interest, drive membership sales through referrals, and encourage retention. Ensure a quick response time to member feedback, complaints, and escalate issues to club management as necessary. Navigate basic questions about membership, services, and billing inquiries. Performance Management:
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. 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. Employee Recruitment and Development:
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. Club Operations:
Assist the General Manager in administrative tasks including billing calls, confirming appointments and ensuring that Member Experience Walkthroughs (MEW) and Figure 8s 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 address incidents, maintenance or equipment issues visible to members. Review and adhere to all NYSC documents including policies and procedures, employee handbook, state supplement, codes of conduct, etc. Maintain awareness of loss prevention matters (e.g., emergency doors, alarms). Be a hands-on supervisor and lead by example, aligning with Clubhouse Rules and a service-based leadership mentality. 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 (e.g., creating online accounts, resetting passwords, updating credit cards, collecting past due balances, freezing/cancelling membership agreements, managing group exercise class reservations). Always report to work on time and in proper uniform to best represent the brand. Communication:
Professionally collaborate and communicate information to club team and corporate personnel, as well as members and guests, through permissible media. Effectively communicate new promotions and services so that the member gets the most out of their gym membership. Contact prospective members and member referrals to help them begin their fitness journey. Product Knowledge:
Exhibit full knowledge of all club offerings and services to build value, facilitate membership sales, and promote the business. Educate SSRs on brand principles by being a brand ambassador and ensuring brand consistency. Problem Solving:
Work to resolve issues that affect service, efficiency, and productivity. Resolve customer complaints with customer service-focused solutions in a timely manner. Partner with management 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 POS/timekeeping/membership systems. Comfortable leading outreach and referral activities that 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 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 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, climb stairs, and bending/lifting (e.g., towels, weights, equipment). The company reserves the right to change duties as business needs require and that jobs may require other tasks as assigned.
Scheduling Requirements
Due to the nature of the business, NYSC has specific scheduling guidelines for this position. This full-time position adheres to a weekly opening/closing schedule and working weekend shifts unless otherwise noted/advised. This position is scheduled 15 minutes before opening/after closing to ensure a proper facility walkthrough. #J-18808-Ljbffr