Welcome Desk Manager

American Family Fitness•Richmond, VA

1d•$27,000 - $42,000•Onsite

About The Position

The Welcome Desk Manager leads the daily operations of the Welcome Desk while creating an exceptional first and last impression for every member and guest. This position is responsible for hiring, training, coaching, scheduling, and developing the Welcome Desk team while ensuring outstanding customer service, operational efficiency, and adherence to company standards. The Welcome Desk Manager partners with club leadership to support member retention, operational excellence, payroll management, and club profitability.

Requirements

High school diploma or equivalent.
2–3 years of customer service experience.
Previous supervisory or leadership experience.
Strong verbal and written communication skills.
Working knowledge of Microsoft Office and Windows-based software.
Ability to lead, motivate, and develop a team.
Red Cross CPR/AED Certification within 60 days of hire.

Nice To Haves

Fitness, hospitality, retail, or service industry management experience.
Cash handling and administrative experience.
Experience with scheduling and payroll management.

Responsibilities

Recruit, hire, onboard, train, coach, and develop Welcome Desk team members.
Foster a positive, professional, and service-oriented work environment.
Conduct regular department meetings and ongoing training sessions.
Provide performance feedback, coaching, and annual evaluations.
Document employee performance and administer corrective action when appropriate.
Maintain department staffing levels and prepare work schedules that meet business needs.
Ensure new hire paperwork is completed accurately and submitted before employees begin work.
Maintain confidential personnel records and required documentation.
Deliver exceptional customer service by greeting every member and guest with a welcoming, energetic, and professional attitude.
Build positive relationships with members by providing personalized service whenever possible.
Respond to member questions, concerns, and feedback promptly and professionally.
Communicate club promotions, programs, special events, and operational updates.
Serve as a role model for exceptional customer service.
Oversee daily Welcome Desk operations to ensure efficient club operations.
Complete daily club paperwork, deposits, and required administrative reports.
Schedule Welcome Desk staff to provide appropriate coverage.
Assist Membership Directors by scheduling appointments and maintaining accurate account notes.
Notify Welcome Desk staff regarding Membership Director availability and scheduling updates.
Ensure club hours and operational notices are posted accurately and timely.
Protect confidential financial and member information.
Follow all company policies, procedures, safety protocols, and emergency response procedures.
Input and manage your weekly work schedule in the club’s scheduling platform by established deadlines, maintaining full accountability for schedule accuracy, timeliness, and adherence to club staffing need.
Maintain effective communication with the General Manager, Assistant General Manager, department managers, and Home Office.
Participate in club meetings, regional meetings, and company training.
Assist with company initiatives, operational committees, and organizational goals.
Perform other duties as assigned.