Client Operations Supervisor

Barry's•Pasadena, TX

About The Position

The Client Operations Supervisor is the first point of contact for Barry’s clients and leads hospitality and daily studio operations. The role supports the Senior/General Manager and Assistant General Manager with marketing initiatives, team development, brand standards, and studio facilities. It involves assisting clients with class selections, membership questions, Fuel Bar orders, and retail while helping build a strong Barry’s community. The supervisor leads on-duty operations, including class check-ins and studio opening and closing, and helps train and develop team members to deliver a consistent client experience. The role also supports studio marketing, inventory control, client communications and issue resolution, hospitality programs, and Fuel Bar and retail service. Facilities responsibilities include maintaining studio cleanliness and brand standards and participating in weekly facilities walk-throughs and audits. Barry’s describes its offering as an immersive, high-intensity, one-hour strength and cardio interval workout. Classes alternate between weights and treadmill running, with each day focusing on a different muscle group. Smoking is prohibited in all indoor areas of Barry’s studios and corporate offices.

Requirements

Strong customer service skills.
Availability to work five shifts, including weekends and public holidays.
Friendly, outgoing personality and enjoyment of social interaction.
Enthusiasm for the studio and the job.
Patient, courteous listening skills and ability to show empathy.
Can-do attitude when responding to client requests.
Cooperative manner and optimistic attitude.
Ability to prioritize and work in a fast-paced environment.
Attention to detail and care for the studio’s appearance and cleanliness.
Effective team-player skills.
Professional appearance and behavior.
Excellent communication skills.
Must be at least 18 years old to apply.

Responsibilities

Lead on-duty operations, including class check-ins and studio opening and closing in accordance with policies and procedures.
Support management of studio staff on duty and develop effective, cooperative relationships with clients and staff.
Support the Senior/General Manager and Assistant General Manager with studio marketing strategy, including acquisition tactics, client and community initiatives, studio and team engagement, and corporate lead generation and outreach.
Assist with Fuel Bar and retail inventory control and counts.
Support implementation and execution of hospitality processes, and ensure team members are trained and their skills are continuously developed.
Train and provide ongoing development to team members to promote a consistent client experience and uphold Barry’s mission, vision, values, and hospitality standards.
Oversee implementation and execution of milestone, loyalty, and surprise-and-delight programs in the studio, celebrating special events in accordance with guidelines to drive community and retention.
Manage studio systems, including Zendesk and Brandbot.
Ensure client matters are resolved or escalated promptly and that client inquiries receive consistent and adequate follow-through.
Assess client needs, maintain service quality standards, evaluate client satisfaction, and communicate studio promotions and special events.
Lead prompt and effective internal and external communication.
Maintain brand standards and studio facilities, including laundry, Red Room maintenance, locker room cleaning, and overall studio cleanliness.
Carry out weekly studio facilities walk-throughs and audits in partnership with the Senior/General Manager, Assistant General Manager, or Facilities Lead.
Deliver customer service for retail and the Fuel Bar, including pre- and post-class orders.
Maintain merchandising and brand standards, and identify opportunities to drive sales and elevate the client experience.
Uphold Barry’s community and culture standards and live the company mission, vision, and values.
Represent the Barry’s brand within the studio and fitness community, and help participate in and enhance the community with studio and regional teams.