MOD & Front Desk

SRA Management Group LLC•Franklin, MA

6d•Onsite

About The Position

We are seeking a dependable, energetic, and member-focused professional to join our team in a combined Front Desk & Manager on Duty (MOD) role. This position plays a vital part in delivering an exceptional member experience while ensuring smooth, safe, and efficient Club operations. As a MOD, you’ll serve as the on-site leader during assigned shifts, acting as the primary point of contact for staff, members, and departments when leadership is not present. As a Front Desk representative, you’ll be the welcoming face of the Club providing outstanding service, support, and problem-solving from the moment members arrive. This role requires flexibility, strong communication skills, and the ability to confidently manage both people and situations in a fast-paced environment.

Requirements

2+ years of leadership experience and/or experience in a customer service, hospitality, fitness, or front desk/reception role.
CPR/AED and First Aid certification (or willingness to obtain).
Proficiency with computers and software, including Microsoft programs.
Must be available to work a flexible schedule including evenings, weekends and holidays.

Nice To Haves

Prior leadership or supervisory experience preferred (hospitality, fitness, or customer service environments ideal).
Strong interpersonal, communication, and problem-solving skills.
Ability to remain calm, professional, and decisive in high-energy situations.
Reliable, punctual, and detail-oriented with a strong sense of accountability.
Comfortable balancing front-facing member service with leadership responsibilities.
Familiarity with our programs and passion for a healthy lifestyle make for the most authentic and impactful team members.
Experience with point-of-sale systems and/or membership or CRM software is a plus

Responsibilities

Greet members and guests with warmth, professionalism, and consistency.
Assist with member questions, concerns, and requests, escalating issues when appropriate.
Provide tours and information to prospective members.
Maintain a welcoming, organized, and professional front desk environment.
Support day-to-day member service operations and ensure a positive first and last impression.
Open and close the Club, ensuring all areas are prepared, clean, safe, and ready for member use.
Serve as the on-site leader during assigned shifts, supporting staff across all departments.
Act as the primary point of contact for departments when directors are not on property.
Monitor Club operations throughout the shift and address issues promptly and professionally.
Enforce Club policies, safety standards, and emergency procedures.
Handle incidents, member concerns, and staff questions calmly and effectively.
Assist with scheduling adjustments, shift coverage, and call-outs as needed.
Complete required reports and documentation related to incidents, operations, or staff issues.
Maintain a visible presence throughout the facility to ensure operational excellence and member satisfaction.
Provide tours of the facility.
Participate in regular staff meetings and contribute positively to team discussions.
Help onboard and train new team members.
Assist with supporting other directors when needed.
Understand and consistently follow Club policies and procedures.