DescriptionJOB SUMMARY:The Front Desk Lead (FDL) assists the Area Front Desk Manager with all aspects of customer service and front desk. The front desk is the first and last impression that members and prospective members see as they enter and exit the club. Customer service is key when welcoming and assisting parents, members, and prospective members. This position plays a critical role in ensuring that we are providing a clean and safe environment for members and prospective members by verifying membership status.DUTIES AND RESPONSIBILITIES WHAT YOU WILL DO:Directly supervise Front Desk team, providing coaching documentation as neededMake sure Front Desk runs smoothly and efficiently, that policies and procedures are being followed at all times, and that team is providing exceptional customer serviceProvide the monthly schedule for the Front Desk team while ensuring that all shifts are covered, calculate current and anticipated payroll per budget requirements, and manage all Shift Change requests, call-ins, etc.Ensures quality of team by hiring, training, evaluating, coaching, scheduling, shift fulfillment, disciplining as neededAssist leadership within Club by helping them to organize and disperse information, forms, etc. to members, parents, and guests via the front deskRelay daily, weekly, and monthly info to General Manager and Area Director for Club ReportsSend front desk reports to the Area Front Desk ManagerConduct monthly meetings with Front Desk teamMaintain proper inventory of products and supplies by informing the proper inventory coordinator of low inventoryComplete monthly product expiration report to ensure all product(s) on hand are within recommended expiration date. If any product on hand expires due to fault of team member, team member will be held accountable for the expired itemsMaintain active communication with Directors/Supervisors at each club location, as well as communication with instructors, club team, and membersMonitor front desk sales progress by setting quality control procedures; completing daily reports and make necessary changes.Continuously strives to meet and exceed Monthly Front Desk and E-Cash goals with the understanding that if the club falls below 85% of the Monthly Front Desk Goal 3 consecutive months the Front Desk Leads continuation in position may be evaluatedProvide excellent customer service to all members and departmentsMaintain professional and technical knowledge by remaining current with trends in the industry and networking with vendors, peers, and competitorsContinuing education - must do one of the following daily: read, listen to audio, watch videos, or attend seminars that are industry-relatedEnforce and inform team of changes in policies, promotions, and programs by conducting team meetings and writing memosResolve member and team member issues by researching policies and procedures and providing answers, reports progress or resolutions to Area Director and General Manager of club with incidentMust cross train and be familiar with all areas of the ClubWork effectively with other Department Heads and/or Directors by scheduling, preparing, and planning programs and club eventsIn addition to overseeing that the above duties are completed; the Front Desk Lead will be responsible for any task handed down from the Area Front Desk ManagerAttend and participate in required meetings and trainings as neededRevised 05.01.2024RequirementsREQUIREMENTS AND QUALIFICATIONS WHO YOU ARE:Minimum of a high school diploma or GED equivalentMinimum of one (1) year experience in the health, fitness, recreation, and/or club environment, and/or two (2) years supervisory experiencePossess above average/intermediate computer skills (i.e., familiarity with Word, Excel, Publisher, internet, and email applications)Possess above average writing, spelling, and math skillsStrong service orientation and desire to deliver an outstanding member experienceMust demonstrate professionalism, cooperation, and ability to work well with all partiesPassion for fitness/health/wellness industryTEAM PERKS:Free health club membershipCasual work environmentDiscount on in club retail items and any current vendor partner offerings (NASM, etc.)Opportunity for growth; professional development401(K) savings planWORK ENVIRONMENT/PHYSICAL DEMANDS:While performing the duties of this job, the team member is frequently required to walk and stand up to 8 hours/day and/or sit for an extended period of time. Team members may be exposed to cleaning chemicals or airborne particles and will be required to wear designated PPE (Personal Protective Equipment) as directed. Team members are occasionally required to use hands and fingers for handle or feel; occasional reach, push and pulling with arms and hands; occasional climb, balance, stoop, kneel, crouch or crawl; and occasional reach and twist, including side-to-side movements. The team member may be required to occasionally lift, carry or move up to 25 pounds and may seldom be required to lift, carry or move 26-50 pounds.National Fitness Center is part of In-Shape Solutions, LLC d.b.a. In-Shape Family Fitness. #J-18808-Ljbffr
Job Title
Front Desk Lead