Front Desk Manager

Life Time Fitness Boca Raton, FL

About the Job

Position Summary

Hire, train, support, develop, and manage Member Services Team Members. Responsible for delivering friendly and inviting experiences at the front desk for members and guest. Executes all the Member Services standard operating procedures. Is a team player that builds good relations with all fellow Team Members.

Job Duties and Responsibilities

  • Greets and admits members into the club by scanning their membership cards and responding to messages regarding their membership account as well as setting the standard for the Member Services department by ensuring all guests are promptly greeted and checked in appropriately. Is scheduled in zone 50% of their work week.
  • Responsible for achieving or exceeding monthly retention goals and KPIs
  • Recruits, interviews, and hires all Member Services Team Members. Trains each Team Member through standard operating procedures, role playing, shadowing other team members and providing ongoing and regular coaching feedback
  • Proactively build and develop relationships with new and existing members by providing premiere customer service; showing care for all members, team members and club presentation. Setting the overall example for the Member Services team
  • Establishes genuine relations with, and connects all members to their interest groups by actively engaging the members in their areas of interest while obtaining feedback on quality of product, service levels and overall satisfaction
  • Creates staffing schedules using tools that incorporate club activity to execute optimal member scheduling within the monthly payroll budget, including spending time in zone and managing the front desk schedule.
  • Manages all club paperwork and cash drawer reconciliation
  • Effectively executes Online Reputation Management strategies

Position Requirements

  • High School Diploma or Equivalent
  • 2+ years of customer service experience
  • 1+ year of supervisory experience
  • 1+ year of experience achieving budget goals
  • Basic POS (point of sale) transaction experience
  • Ability to proficiently use a computer
  • Successful completion of Member Services Trainings within 60 days of hire
  • Excellent verbal and written communication skills

Preferred Requirements

  • Bachelor's Degree in a related field
  • Experience leading a team of leaders in a retail or hospitality setting
  • Experience with Microsoft Office Suite
  • Adapts to change and innovate
  • Experience working in a fast paced environment