Front Desk Supervisor

The Edge Fitness Clubs • Hamden, CT

3d

About The Position

The Edge Fitness Club's front desk is the hub where all of the
day's business starts and ends and is the place Supervisors are stationed. It's
the area members approach when they need help or want to make a purchase. It is
the point all members visit upon entry to the gym. It is also the initial
impression when a potential member visits for the first time. When working
behind the desk for the Edge Fitness Clubs you are expected to smile, greet all
members by name, have fun, and service all Edge members with a sense of urgency.
The Supervisor position is crucial to running any of our facilities. The
Supervisor is responsible for promoting exceptional customer service practices
for the Fitness Consultants and for continuously improving membership retention
and the customer experience. This role requires strong interpersonal skills and
provide effective coaching to staff. The Supervisor also maintains the facility
with club-walkthroughs and inventory management.

Requirements

• High School diploma or equivalent.
• A strong focus on the customer/client.
• Related industry experience preferred (i.e. retail, hospitality, leisure, fitness, etc.).
• Great communication skills
• Enthusiasm is a must, we will teach the skills needed to succeed.
• Strong interpersonal skills and ability to collaborate with team
• Positive and enthusiastic
• Has a "Can-do" attitude and is solution-oriented
• Forward-thinking mentality

Responsibilities

• Coordinates and supervises the day-to-day operations of the Fitness Consultant Team and strives to continuously improve front desk services.
• Assist with coaching and developing Fitness Consultants as needed.
• Oversees and maintains the Front Desk schedule
• Brings The Edge culture to life by ensuring each guest receives an outstanding experience by providing a friendly and professional environment
• Takes proactive steps to address and resolve all member concerns and complaints, while documenting communication and issue in Datatrak. Promptly escalates any serious concerns and complaints to the General Manager, consistently demonstrating a solution-oriented mindset.
• Serve as Manager on Duty (MOD) in absence of the General Manager
• Assists the Membership Team in signing prospects in as "guests" when visiting the facility.
• Responsible for overseeing the retail area and shake bar to ensure adherence to club standards, policies and procedures.
• Creates an unparalleled member experience by providing exceptional client service to meet the diverse needs of new and existing members.
• Answers the telephone before the second ring with a smile, answering member questions or transitioning a prospect's telephone inquiry over to a Membership Advisor.
• Effectively schedules, cancels or reschedules personal training appointments for our members promptly.
• Understands the club's daily revenue goals and helps drive the business
• Strives to continuously improve the member experience, revenues and retention rates
• Maintains solid product knowledge and awareness of all product information, merchandise and services to find ways to upsell product.
• Accurately and efficiently complete all sales transactions and maintains proper cash accountabilities at POS registers.
• Understands the opportunities of the business: every phone call, prospects walking through the door, in and out of the club.
• Set and attain all personal and professional monthly generating dollar goals.
• Manages loss prevention by adhering to all company policies and club standards.
• Personally conducts daily club walk throughs to ensure building assets are promptly and safely maintained, offices and closets are clean and organized, locker rooms are in order (sauna temps are fine, toilets are stocked), shake bar is clean, club temperature is set correctly, TV and music are on proper stations, and the overall facility is meeting Edge standards and is promoting our brand
• Oversees and ensures cleanliness of the club (indoors and outdoors) and equipment.
• Reports issues and creates tickets for necessary repair and maintenance and ensures follow through of all reported issues.
• Responsible for effectively managing and reporting safety incidents and/or accidents.
• Communicates all repair, equipment and maintenance activities to staff and members.
• Ensure adequate staffing levels and assist in finding coverage when necessary.
• Collaborate with the team to plan and achieve daily sales targets for memberships, personal training, and ancillary services.
• Supervise and coordinate the work of all staff members during their shifts to ensure that performance remains at the highest level at all times.
• Facilitate training and development for new staff members, either personally or by assigning a mentor for the day.
• Address escalated member inquiries, concerns, complaints, and club incidents promptly and professionally.
• Conduct club walkthroughs to monitor cleanliness and adherence to safety protocols.
• Report any facility maintenance issues through the FreshService system.
• Ensure staff understanding of current marketing promotions, facilitating effective communication to members.
• Run daily reports and manage emails related to daily operations.
• Provide regular updates to the team on daily performance and any relevant information.
• Address and resolve operational issues and conflicts as they arise, fostering a positive work environment.

Benefits

• We will give you a FREE Gym membership! Get your workout in during lunch or after shift!
• We "insure" you and your family stay healthy with our tiered Health Benefits: Medical, Dental & Vision.
• We work hard to play hard... take your vacation! PTO & Paid Holidays. Vacation days improve overall wellbeing!
• We make sure you plan for your future. Enroll in our 401k.
• We want you to save money! There are discounts on personal training, apparel, shake bar & Edge Kids!
• We want you to grow! Team builders, Leadership and Development training, all opportunities to advance!
• We protect you with our company paid Life insurance ($25k), and Long-Term Disability (LTD) and Employee Assistance Program (EAP)
• We will give you an awesome culture and fun work environment! Look forward to coming to work each day!

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED