The Crunch Member Services Supervisor (MSS) will assist with the delivery of an amazing Crunch Member Experience, through a successful operation of the front desk and related departments. He/She is responsible to hire, train and manage the front desk to ensure that all members receive the highest level of customer service possible. He/She will demonstrate an aptitude of all company-wide policies and initiatives to ensure integrity of the Crunch Brand.
Reports to:
Club Manager
Requirements:
- Fitness management experience preferred
- Current Cardiopulmonary Resuscitation (CPR) required
Responsibilities:
Administration/Organization
- Demonstrate a working knowledge of all standard operating procedures and policies that pertain to the club.
- Communicate and implement club policies and procedures to employees.
- Recruit and hire the highest possible caliber of staff.
Operations
- Promote a professional and welcoming atmosphere that enhances the quality of service and care offered to the members.
- Serves as the lead customer service contact for members at the front desk
- Demonstrate a working knowledge of all standard club operating procedures and policies
- Communicate and interpret club policies and procedures to members and employees
- Resolve member complaints in an expeditious and tactful manner following club procedure and documentation
- Assist in the staffing, training, and performance management of Front Desk employees.
- Promote a professional and welcoming atmosphere that enhances the quality of service and care offered to the members.
- Ensure the club meets standards for cleanliness, maintenance, safety, and security.
Sales/Revenue Management
- Support company programs and promotion to help generate new sales leads for optimum new membership growth
- Lead and train staff on all club level sales activities including telephone inquiries, guest registrations, Digital Tool Kit club tours and membership enrollments
- Ensure that the staff has a high level of knowledge about the clubs promotions, programs, facilities, classes, and equipment.
- Achieve desired revenue goals thru the leadership and motivation of employees.
- Ensure that all promotions are effectively communicated to the team and all other appropriate staff.
Leadership
- Provide an inspirational environment that welcomes honest feedback from employees and takes action to ensure a quality, working environment
- Promote a professional and welcoming atmosphere that enhances the quality of service and care offered to the members.
- Support personnel related problems or difficulties by following club procedure and documentation.
- Encourage staff to work as a team and be productive.
- Illustrate an ability to make decisions.
- Recruit and hire the highest possible caliber of staff.
- Serve as a role model for employees.
Accountabilities
- Implement and support company programs and promotion to help generate new sales leads for optimum new membership growth.
- Oversees expense goals by managing payroll and general and administrative expenses.
- Ensure that the clubs meet Crunch standards for cleanliness, maintenance, safety, security, and physical plant operations.
- Keep current in knowledge of key competitors.
- Conduct frequent facility walkthroughs
Measurement Standards
- Successful management of all financial budgetary goals.
- Net Promoter Scores and Social Media Feedback Scores
- Membership retention.
- Follow all policies and procedures.
Special Skills:
- Excellent written and verbal communication
- Strong leadership skills
- Strong administrative skills
- Strong customer service skills