New York Sports Club
Front Desk Supervisor (Closing)
| New York Sports Club | Boston, MA | Salary: $77,000.00–$102,000.00
Brief Description New York Sports Club and its family of brands is a dynamic fitness club with locations in the Northeast. We aim to provide members with fitness results, positive change, and personal connections through innovative programming and knowledgeable staff. Our mission: “Improve Lives Through Fitness.”
Roles and Responsibilities The Front Desk Supervisor provides a welcoming and safe environment for members and guests during opening/closing hours, delivers high‑level customer service, and models expectations for Service and Sales Representatives. The supervisor also assists management with retention efforts and accounts receivable collection.
Customer Service
Promote, maintain, and protect the customer experience by developing Service & Sales Representatives to be solution‑oriented.
Engage with members and guests to foster interest, drive membership sales through referrals, and encourage retention.
Respond quickly to member feedback and complaints and escalate issues to club management as necessary.
Handle basic membership, services, and billing inquiries.
Performance Management
Hold yourself and the SSR team to high standards of operational excellence.
Assist in assessing SSR performance by providing real‑time constructive feedback.
Conduct courageous conversations with team members as needed.
Lead and inspire cooperation and influence behavior.
Employee Recruitment and Development
Support onboarding of new SSRs with proper immersion plans and clear expectations.
Create an open environment where employees can ask questions and progress along their learning journey.
Club Operations
Assist the General Manager with administrative tasks including billing calls and ensuring Member Experience Walkthroughs and Figure 8’s are completed daily.
Perform basic system transactions for enrolling new members and explaining membership options.
Maintain a clean Welcome Desk and friendly experience.
Partner with GM/AGM to address incidents, maintenance or equipment issues.
Review and adhere to NYSC documents such as policies, procedures, and employee handbook.
Maintain awareness of loss prevention matters (e.g., emergency doors, alarms).
Lead by example and adhere to Clubhouse Rules.
Be available to SSRs for questions and concerns.
Check‑in and handle routine member service tasks using club systems.
Report to work on time and in proper uniform.
Communication
Collaborate with club team, corporate personnel, members, and guests through permitted media.
Effectively communicate promotions and services at point of contact.
Contact prospective members and referrals via call drives.
Product Knowledge
Demonstrate full knowledge of club offerings and services.
Educate SSRs on brand principles and maintain brand consistency.
Problem Solving
Resolve issues that affect service, efficiency, and productivity.
Address customer complaints with timely solutions.
Partner with management to remove barriers to results.
Position Requirements & Experience
2‑3 years of face‑to‑face customer service experience.
At least 1 year of supervisory experience in fitness, hospitality, or retail.
Child & Adult AED/CPR certified.
Ability to learn and use POS, timekeeping, and membership systems.
Comfortable leading outreach and referral activities.
Track record of working in a team‑oriented environment.
Ability to handle challenging member issues with patience, tact, and professionalism.
Sense of urgency regarding customer service and sales results.
Strong communication and interpersonal skills.
Highly organized and detail‑oriented with proven follow‑up skills.
Ability to work independently, prioritize responsibilities, and multi‑task with urgency.
Prolonged periods standing at the Welcome Desk and working on a computer.
Physical demands: lift up to 20 pounds, walk throughout club, climb stairs (if applicable), bend and lift objects.
Scheduling Requirements
Full‑time position with weekly opening/closing schedule and weekend shifts.
Schedule 15 minutes before opening and after closing to ensure facility walkthrough.
Seniority Level
Mid‑Senior level
Employment Type
Full‑time
Job Function
Management and Manufacturing
Wellness and Fitness Services
#J-18808-Ljbffr
| New York Sports Club | Boston, MA | Salary: $77,000.00–$102,000.00
Brief Description New York Sports Club and its family of brands is a dynamic fitness club with locations in the Northeast. We aim to provide members with fitness results, positive change, and personal connections through innovative programming and knowledgeable staff. Our mission: “Improve Lives Through Fitness.”
Roles and Responsibilities The Front Desk Supervisor provides a welcoming and safe environment for members and guests during opening/closing hours, delivers high‑level customer service, and models expectations for Service and Sales Representatives. The supervisor also assists management with retention efforts and accounts receivable collection.
Customer Service
Promote, maintain, and protect the customer experience by developing Service & Sales Representatives to be solution‑oriented.
Engage with members and guests to foster interest, drive membership sales through referrals, and encourage retention.
Respond quickly to member feedback and complaints and escalate issues to club management as necessary.
Handle basic membership, services, and billing inquiries.
Performance Management
Hold yourself and the SSR team to high standards of operational excellence.
Assist in assessing SSR performance by providing real‑time constructive feedback.
Conduct courageous conversations with team members as needed.
Lead and inspire cooperation and influence behavior.
Employee Recruitment and Development
Support onboarding of new SSRs with proper immersion plans and clear expectations.
Create an open environment where employees can ask questions and progress along their learning journey.
Club Operations
Assist the General Manager with administrative tasks including billing calls and ensuring Member Experience Walkthroughs and Figure 8’s are completed daily.
Perform basic system transactions for enrolling new members and explaining membership options.
Maintain a clean Welcome Desk and friendly experience.
Partner with GM/AGM to address incidents, maintenance or equipment issues.
Review and adhere to NYSC documents such as policies, procedures, and employee handbook.
Maintain awareness of loss prevention matters (e.g., emergency doors, alarms).
Lead by example and adhere to Clubhouse Rules.
Be available to SSRs for questions and concerns.
Check‑in and handle routine member service tasks using club systems.
Report to work on time and in proper uniform.
Communication
Collaborate with club team, corporate personnel, members, and guests through permitted media.
Effectively communicate promotions and services at point of contact.
Contact prospective members and referrals via call drives.
Product Knowledge
Demonstrate full knowledge of club offerings and services.
Educate SSRs on brand principles and maintain brand consistency.
Problem Solving
Resolve issues that affect service, efficiency, and productivity.
Address customer complaints with timely solutions.
Partner with management to remove barriers to results.
Position Requirements & Experience
2‑3 years of face‑to‑face customer service experience.
At least 1 year of supervisory experience in fitness, hospitality, or retail.
Child & Adult AED/CPR certified.
Ability to learn and use POS, timekeeping, and membership systems.
Comfortable leading outreach and referral activities.
Track record of working in a team‑oriented environment.
Ability to handle challenging member issues with patience, tact, and professionalism.
Sense of urgency regarding customer service and sales results.
Strong communication and interpersonal skills.
Highly organized and detail‑oriented with proven follow‑up skills.
Ability to work independently, prioritize responsibilities, and multi‑task with urgency.
Prolonged periods standing at the Welcome Desk and working on a computer.
Physical demands: lift up to 20 pounds, walk throughout club, climb stairs (if applicable), bend and lift objects.
Scheduling Requirements
Full‑time position with weekly opening/closing schedule and weekend shifts.
Schedule 15 minutes before opening and after closing to ensure facility walkthrough.
Seniority Level
Mid‑Senior level
Employment Type
Full‑time
Job Function
Management and Manufacturing
Wellness and Fitness Services
#J-18808-Ljbffr