Front Desk Supervisor- Oxford Athletic Club

Job Title: Front Desk Supervisor

Department: Front Desk

Job Summary: Front Desk Supervisor responsible for overseeing daily front desk operations and delivering exceptional member service at the Oxford Athletic Club. Supervise and support front desk staff, manage member check-ins and inquiries, coordinate schedules, resolve concerns, and ensure club policies and service standards are consistently maintained. Build strong relationships with members while maintaining a welcoming, professional atmosphere and supporting overall club operations. Assist with staff training, cash handling, administrative duties, facility communication, and coordination with management and other departments.

The Front Desk Supervisor owns the member experience at the club's first and last point of contact.

Job Relationships: Reports to: Membership Accounts Manager

Status: Hourly, Non-Exempt

Key Responsibilities

• Create high-touch, personalized experiences for members at the front desk on every visit.
• Learn and address members by name, when possible, and train the Front Desk team to consistently learn and use member names for a highly personal experience.
• Engage members warmly and professionally in person and over the phone through genuine conversation, eye contact, and attentive service.
• Deliver white-glove service by anticipating member needs, following through on requests, and ensuring every member leaves with an answer or clear next step.
• Maintain a solution-oriented mindset by focusing on what can be done rather than what cannot, and focus on finding solutions.
• Model exceptional service standards on every shift and coach team members in the moment when standards are not met.
• Maintain a clean, organized, professional, and welcoming front desk environment.
• Maintain a visible presence at the front desk, actively engaging with members while leading the team by example.
• Respond accurately and promptly to member questions and requests received by phone, email, or in person.
• Monitor club check-in activity to ensure only active members and authorized guests access the facility.
• Ensure all member account alerts are addressed appropriately at check-in, including:
• Outstanding liability waivers
• Missing member photos
• Minors under age 15 checking in without a parent
• Required addendums or account notes
• Expired or invalid payment methods
• Any other account alerts requiring resolution
• Ensure that no member is permitted to enter the facility with an unresolved account alert. Through daily check-in reporting and weekly review, verify that each alert has been addressed and an appropriate note has been added to the member's account.
• Support communication efforts across departments, including promotions, events, programs, and club updates.
• Own and manage scheduling for the Front Desk team.
• Publish the following month's schedule at least two weeks in advance.
• Ensure all shifts and operating hours are fully staffed, filling gaps through the Front Desk team and personal coverage when necessary.
• Schedule according to minimum availability requirements outlined in team members' job descriptions.
• Process and oversee payroll accurately and on time.
• Maintain accurate employee and operational records.
• Ensure compliance with all Club policies, procedures, and administrative requirements.

The Front Desk Supervisor is responsible for hiring for the Front Desk team and for maintaining appropriate staffing levels across all shifts.

• Forecast staffing needs and proactively maintain a fully staffed Front Desk team.
• Write and post job openings and actively source candidates through job boards, referrals, and community outreach.
• Screen applicants and conduct interviews.
• Select candidates who demonstrate warmth, reliability, professionalism, and a hospitality mindset.
• Coordinate offers and new-hire paperwork with Human Resources and Payroll.
• Maintain a pipeline of qualified candidates to quickly fill open positions.
• Monitor turnover and identify opportunities to improve retention and engagement among strong team members.

The Front Desk Supervisor owns the complete onboarding and training process, from a new employee's first day through ongoing professional development.

Onboarding

• Build and maintain a structured onboarding program for every new Front Desk employee.
• Conduct new-hire orientation covering the club, policies, systems, safety procedures, and service expectations.
• Pair new hires with experienced team members for shadow shifts before they work independently.
• Use a training checklist to evaluate and formally sign off on each employee's readiness.

Hospitality Training

• Lead ongoing hospitality and service training for the entire Front Desk team.
• Train employees to provide white-glove, solution-oriented service in person and over the phone.
• Teach and reinforce the importance of learning member names and creating meaningful personal connections.
• Continuously reinforce the club's standards for professionalism, warmth, and service.

Difficult Conversations

• Manage the Front Desk team on handling sensitive and difficult member conversations.
• Train employees to appropriately address credit card declines, past-due accounts, account holds, check-in notices, and other sensitive account matters.
• Use role-playing and practical scenarios to build confidence, discretion, professionalism, and respect when addressing challenging situations.

Team Meetings & Development

• Conduct at least two dedicated, in-person Front Desk team meetings each month.
• Use team meetings for training, service updates, policy changes, operational communication, and employee recognition.
• Provide regular feedback, coaching, and performance guidance.
• Address performance concerns promptly and professionally.
• Identify high-performing employees and create opportunities for their continued growth within the club.
• Conducting individual one-on-one meetings with team members.

Scheduling

• Build and manage the Front Desk schedule to provide appropriate coverage during all operating hours and peak periods.
• Deliver each month's schedule on time, at least two weeks before the end of the preceding month.
• Manage time-off requests, shift swaps, call-outs, and coverage needs to ensure the Front Desk is never short-staffed.
• Schedule responsibly within the department's labor budget while protecting the member experience.

Payroll

• Review and approve Front Desk payroll daily.
• Promptly correct missed punches, overtime issues, and time-clock errors.
• Monitor labor costs and communicate concerns to club leadership.

Manager on Duty (MOD)

• Work scheduled MOD shifts as the senior leader in the building.
• Oversee club operations during MOD shifts, including employees, facilities, member concerns, and overall club conditions.
• Respond appropriately to emergencies and incidents.
• Complete all required incident and operational reports.

Member Issue Resolution

The Front Desk Supervisor is responsible for ensuring member concerns are resolved as quickly as possible, ideally during the initial interaction.

• Take ownership of member concerns, complaints, and requests from initial contact through resolution.
• Resolve issues immediately whenever possible.
• When immediate resolution is not possible, provide the member with a clear timeline and personally follow up through completion.
• Handle billing questions, credit card declines, account holds, check-in notices, and other sensitive account matters with tact, discretion, and professionalism.
• Escalate issues to the appropriate department head or club leadership only when they fall outside Front Desk authority.
• Track recurring member issues and communicate patterns to leadership to help identify and resolve root causes.
• Empower Front Desk team members to resolve common issues independently rather than unnecessarily waiting for supervisor intervention.
• Enforce all Oxford Athletic Club policies and procedures consistently.
• Bring Oxford Athletic Club's core values to life by leading by example.
• Maintain comprehensive knowledge of club programs, services, policies, and systems.
• Participate in the Manager on Duty program as scheduled.
• Maintain current CPR/AED and First Aid certifications.
• Respond appropriately and confidently to emergency situations.
• Maintain a safe, professional, organized, and welcoming environment for members, guests, and employees.

QualificationsRequired Qualifications

• Minimum of 2 years of front desk, hospitality, customer service, or related experience; supervisory experience preferred.
• Demonstrated ability to hire, train, coach, and lead a team.
• Strong interpersonal and communication skills with the ability to handle sensitive conversations calmly and professionally.
• Excellent organizational and time-management skills with a proven ability to meet scheduling and payroll deadlines.
• Comfortable working with club management software, scheduling systems, payroll systems, and related technology.
• Flexible availability, including early mornings, evenings, weekends, and scheduled MOD shifts.
• Strong attention to detail and commitment to operational accuracy.
• Passion for health, fitness, hospitality, and creating an exceptional member experience.

Measures of Success

Success in this role will be measured by the Supervisor's ability to consistently deliver an exceptional member experience while maintaining a well-trained, fully staffed, and operationally efficient Front Desk team.

Key performance indicators include:

• Positive member feedback and satisfaction with the Front Desk experience.
• Speed, ownership, and quality of member issue resolution.
• Front Desk staffing levels and employee retention.
• Completion and effectiveness of new-hire onboarding and ongoing training.
• Monthly schedules delivered accurately and on time.
• Accurate daily payroll and labor maintained within budget.
• At least two dedicated Front Desk team meetings conducted each month.
• Consistent compliance with club check-in procedures.
• 100% resolution of member account alerts before facility access, with appropriate notes documented in the member's account.
• Consistent adherence to Oxford Athletic Club policies, procedures, service standards, and core values.
• A Front Desk team that consistently demonstrates warmth, professionalism, accountability, and a solution-oriented approach.

Physical Requirements

• Ability to stand and remain active for 6–8 hours per shift
• Ability to work a flexible schedule, including evenings and at least one weekend day

Benefits

• Health, Dental, and Vision Insurance
• 401(k)
• Paid Time Off
• Employee Membership and Discounts
• Flexible Scheduling
• Referral Program

Work location: in-office, this not a remote work position

Job Type: Part-time

Pay: $19.00 - $20.00 per hour

Ability to Commute:

• Wexford, PA 15090 (Required)

Ability to Relocate:

• Wexford, PA 15090: Relocate before starting work (Required)

Work Location: In person

Salary : $19 - $20