24 Hour Fitness, INC. Service Expert Supervisor in San Francisco, California
LOCATION 1645 Bryant Street San Francisco CA 94103
The Service Expert Supervisor (SES) assists the Assistant General Manager (AGM) in delivering the best team member, guest and member experience through execution of our service promise commitments and in club success routines. The SES supports the AGM in recruiting, hiring, training and developing a diverse, high-performing Service Expert (SE) team and provides leadership, direction and accountability. The SES will be a manager of others with some or all of the Service Experts reporting directly to the SES as defined by the AGM.
ESSENTIAL DUTIES & RESPONSIBILTIES
ESTIMATED % OF TIME SPENT
- 1. Leadership Excellence
Maintain a fully engaged and high performing SE team that aligns with company values and goals.
Recruit, interview and hire a passionate team of SE's who can deliver on company goals and reflect its values.
Implement, supervise, and direct ongoing training to ensure successful team member onboarding and followup coaching for company initiatives, SOP's and all company policies.
Train, lead, and coach team members, conducting performance reviews as needed to offer direction, motivation, and guidance toward achieving individual and company goals.
Ensure that SE team members consistently execute the basics in punctuality, dress code compliance, friendliness and cleanliness.
- 2. Member Engagement
Partner with AGM to provide a best-in-class, member-centric experience with the goal of being the best part of someone's day every day.
Lead by example to provide a clean, friendly, well-maintained club to members and guests.
Engage members with various fitness offerings including personal training, group exercise classes and 24GO digital content.
Resolve member inquiries, concerns, and complaints in a professional manner within 24 Hour Fitness corporate and club parameters.
Handle member service issues to include: Personal Training, Lost and Found items, change of address, EFT setup or change, and questions regarding billings and payments
- 3. Guest Experience & New Member Onboarding
Provide a welcoming and transparent guest experience for potential new members which can include registration, tours, addressing questions and concerns, presenting membership options and offering passes to try out the gym.
Provide tours of the club facility at the request of the guests to assist with their decision to join.
Complete all new member onboarding SOPs such as cardless check-in and easy pay enrollment.
Conduct lead management activities including phone calls, emails and other forms of outreach to encourage prospective members to visit the club.
Ensure new members are properly onboarded with a plan to help achieve their intended health and wellness goals.
Schedule new members with a Fitness Appointment to meet with a member of the Personal Training team.
- 4. Club Administration and General
Ensure that systems procedures are accurately followed: proper POS procedure, desk set up, file organization, member check-in, computer check-in, telephone inquiry, guest registration and check-in, master appointment book, cash handling, etc.
Develop schedules for team members which meet member and guest needs and oversee the Nexus24 Time and Labor system and labor spend ensuring team members adherence to schedules and compliance to work rules as defined by company and state guidelines.
Supervise MPOS operational accuracy and file daily and weekly club revenue reports.
Perform banking reconciliation duties as needed and make banking deposits according to company standard.
Order and maintain all club supplies including janitorial and office needs.
Responsible for maintaining proper inventory receiving, inventory control, retail task scheduler and backstock SOPs.
This position will directly manage team members in the following positions:
Service Expert Lead
Service Representative -- Night
This position will support the guidance and development of team members in the following positions:
- Kids Club Attendants
Knowledge, Skills & Abilities
Strong customer service skills.
Strong communication skills both oral and written.
Attention to detail.
Minimum Educational Level/Certifications
High School diploma or General Educational Development (G.E.D.).
Cardiopulmonary Resuscitation (CPR) and Automated External Defibrillator (AED) certification required.
In California Clubs, Trustline Registration is required.
Minimum Work Experience and Qualifications
Must have 1-2 years' experience in customer service function. Retail environment preferred.
Previous supervisory experience preferred.
Basic computer skills.
Physical Demands/ Environmental Conditions
While performing the duties of this job, the employee is regularly required to stand for up to 8 hours. The employee occasionally sits, walks, kneels and reaches with hands and arms.
Frequently required to lift and/or move up to 45 lbs.
While performing the duties of this job, regularly exposed to moving mechanical parts.
The noise level in the environment is occasionally loud.
Extended workdays are a frequent occurrence, as are weekends and holidays as needed to support the business.
- Some travel may be required to attend meetings and trainings.
DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by incumbents assigned to this job. This is not intended to be an exhaustive list of all the responsibilities, duties and skills required. The incumbent may be expected to perform other duties as assigned. This job may be reviewed as duties and responsibilities change with business necessity.
COMPLIANCE & INTEGRITY: Consistently supports compliance and Workplace Conduct by maintaining the privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity, reporting non-compliance, and adhering to applicable federal, state and local laws and regulations, accreditation and licensure requirements (if applicable), and 24 Hour Fitness' policies and procedures.
All Directors, Managers and Supervisors are accountable for communication, implementation, enforcement, monitoring and oversight of compliance policies and practices in their departments.
SERVICE & QUALITY : In addition to defined technical requirements, accountable for consistently demonstrating service behaviors and principles defined by 24 Hour Fitness as well as specific departmental/organizational initiatives. Also accountable for consistently demonstrating the knowledge, skills, abilities, and behaviors necessary to provide superior and culturally sensitive service to member and team members, contracted providers and vendors.
WORKPLACE SAFETY: In addition to defined working conditions and physical requirements, employees are accountable for working safely; following established policies & procedures; and reporting all injuries and hazards to their supervisor immediately.
Supervisors and Managers are accountable for ensuring the safety performance of employees; applying consistent practices in compliance with federal, state and local regulations; providing guidance to maintain a safe and healthy work environment.
FUNCTIONAL GROUP n/a