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Member Services Supervisor - Palatine, United States - Crunch - Palatine
Description
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 club's 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
