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About the Role
The Shift Supervisor supports daily gym operations and serves as the lead on duty. This role balances front desk duties with operational oversight to ensure a safe, welcoming environment, acting as a point of escalation for staff and members in the absence of management.
Responsibilities
- Provide outstanding customer service, including greeting members and assisting with memberships and programs.
- Operate Rock Gym Pro for check-ins, sales, registrations, and advanced administrative tasks.
- Conduct facility tours and communicate gym policies and services.
- Manage phone and email inquiries.
- Act as the lead on duty to ensure smooth gym operations.
- Guide and support desk staff, addressing questions and operational issues.
- Serve as the primary escalation point for member concerns and staff inquiries.
- Monitor staff coverage, punctuality, and policy adherence.
- Maintain gym safety, cleanliness, and adherence to company standards.
- Complete daily cleaning tasks and operational checklists.
- Manage incident reporting and emergency response procedures.
- Assist with facility upkeep and maintenance coordination.
- Reinforce service standards and assist with onboarding new desk staff.
- Report operational concerns and incidents to management.
Requirements
- Flexible schedule including nights, weekends, early mornings, and holidays.
- Strong customer service, communication, and problem-solving skills.
- Ability to take initiative and make sound decisions.
- Friendly, approachable, and confident leadership style.
- Ability to multitask and prioritize in a fast-paced environment.
- Comfortable working at heights of 40+ feet.
- Ability to lift up to 50 lbs.
Skills
- Customer service
- Leadership
- Problem-solving
- Rock Gym Pro (RGP)
- Google Suite
- Facility management
Experience Level
- Prior experience as desk staff or in a customer-facing leadership role preferred.