Service Desk Lead
Summary
Front-desk lead at a wellness/fitness center in Napa, CA: manages the service desk team, checks in members, handles scheduling and point of sale, sells memberships, and oversees staffing, budgeting, and payroll for the department. No software/IT stack is involved.
Location: Active Wellness Center at Napa - Napa, CA
Pay Transparency: $20.00 - $22.00 per administrative hour; Minimum rates may vary based on local wage laws. Pay depends on factors including site location, specialty, certifications, work experience, and other business needs.
Role and Responsibilities
The Service Desk Lead maintains a high standard of customer service for the service desk staff, delivering beyond our member’s expectations. This person contributes to member retention, as well as new membership sales. The Service Desk Lead has the responsibility of checking members in and being responsive to member inquiries regarding goods and services while in the club facilities. The Service Desk Lead also responds to members’ comments and suggestions, acting as the clubs first line of communication with members and creates a friendly and welcoming environment. The Service Desk Lead manages all front desk staff and ensures an exceptional member experience and collaboration between the front desk and other club departments.
Specific Responsibilities
Essential Functions
- Be knowledgeable and educate members about all programs and activities offered throughout the center
- Recruit, train, and develop the Service Desk Team
- Set schedule for service desk team and be responsible for maintaining staff coverage
- Ensures that club is open on time
- Works a minimum of 30 hours per week at the service desk
- Schedule member and non-member appointments either in person or by phone and oversee point of sale
- Present membership information to prospective members and sell memberships when needed
- Assist in managing club Operational Standards of Excellence - OSE and completing OSE audits
- Administer emergency care to members and guests in need of assistance
- Work as a TEAM with all other departments
- Other duties and responsibilities as assigned by supervisor
Other Functions
- Uphold Active Wellness written policies and procedures
- Enforce policies fairly and consistently
- Assist in managing department Operational Standards of Excellence (OSE)
- Conduct staff operational and safety meetings and trainings
- Prepare an annual budget for the department
- Review, verify, and be accountable for department payroll submissions
- Submits purchase orders or expense reports for any and all departmental purchases according to established club guidelines
- Ensure all department staff members maintain appropriate certifications/licenses/permits as required by their role
- Be knowledgeable about all programs and activities offered by Active Wellness
- Assist with keeping the club well stocked and clean
- Attend Active Wellness site meetings and trainings
- Handle injury and illness and security incident reporting