Job Details

Job Description: Member Services Supervisor (MSS)

The Crunch Member Services Supervisor (MSS) will assist in delivering an exceptional Crunch Member Experience through the effective operation of the front desk and related departments. He/She is responsible for hiring, training, and managing the front desk team to ensure members receive the highest level of customer service. The MSS will demonstrate knowledge of all company policies and initiatives to uphold the integrity of the Crunch Brand.

Reports to:

Club Manager

Requirements:

• Preferred: Fitness management experience
• Required: Current Cardiopulmonary Resuscitation (CPR) certification

Responsibilities:

Administration/Organization

• Maintain knowledge of all standard operating procedures and policies relevant to the club.
• Communicate and enforce club policies to employees.
• Recruit and hire high-quality staff.

Operations

• Foster a professional and welcoming environment that enhances service quality.
• Serve as the primary customer service contact at the front desk.
• Ensure club cleanliness, maintenance, safety, and security standards are met.

Sales/Revenue Management

• Support promotional activities to generate new sales leads and grow memberships.
• Lead staff training on sales activities and club tours.
• Achieve revenue goals through effective leadership and motivation.

Leadership

• Create an environment that encourages honest feedback and teamwork.
• Support staff development and serve as a role model.

Accountabilities

• Support company programs to increase memberships.
• Manage expenses, payroll, and administrative costs.
• Conduct facility walkthroughs and maintain standards.

Measurement Standards

• Meet financial budget goals.
• Achieve high Net Promoter Scores and positive social media feedback.
• Retain members effectively.

Skills:

• Excellent written and verbal communication
• Strong leadership and administrative skills
• Exceptional customer service abilities