Service Desk Team Leader

The Service Desk Team Leaders (SDTL) goal is to ensure the Service Desk Department is providing world class customer service, presenting a positive first impression of the club. The service desk department is the vital connection to our members and plays an important role in the companys brand promise of Making People Feel Comfortable and our core purpose of Changing Peoples Lives. The primary directive of the SDTL is to make sure the service desk department runs smoothly and that Brick Bodies culture is instilled among the department. The SDTL makes sure everyone on the team understands the importance of anticipating member needs and exceeding their expectations to help create raving fans. The SDTL helps in ensuring the service desk, locker room and club are neat and tidy, following companys feng shui principles. The SDTL works together with other fellow Team Leaders and is under the direct supervision of the Operation Manager.

Duties and accountabilities include but are not limited to:

• Recruiting, training and evaluating service desk team members in accordance with company policy.
• Working at least 2-3 service desk shifts.
• Covering shifts as needed, including opening the club when necessary.
• Scheduling the associates so that all hours are covered.
• Editing service desk staff hours, monitoring budget to actual hours.
• Maintaining and supplying all forms and supplies needed for the desk area.
• Performing monthly inventory of club supplies.
• Conducting quarterly Service Desk staff meetings and KPIs.
• Maintaining Communication log and helping to communicate/promote programs and events.
• Decorating the club for all marketing and holiday themes.
• Running general errands for the club as needed.
• Ensuring all service desk are following company policy and procedures.
• Aids in the written and verbal communication within team members and departments.
• Ensuring the service desk and locker room is neat and tidy, following our Feng Shui Principles.
• Cleaning duties as assigned by the club leadership team, including but not limited to, cleaning, sanitizing and disinfecting work out equipment, group fitness studios, work stations, locker rooms and restrooms.
• Because of the fluctuating demands of our Clubs operations, it may be necessary that each associate performs a multitude of different functions. Therefore, as an essential part of your job, you will be expected to help others when the occasion arises, just as other employees are expected to help you. Accordingly, you may be expected to perform other tasks as needed that are not included in the above accountability list.

Previous Health Club experience is recommended. Must have strong managerial and leadership qualities. Current CPR/AED certification.

Job Priorities:

• Meet or exceed member expectations
• Build Brick Bodies Culture amongst departments
• Recruiting, on-boarding, training and evaluating the Service Desk staff
• Maintaining inventory of club supplies
• Covering shifts as needed.

Skills Required:

• Positive attitude with the commitment to excellence
• Strong organizational skills
• Effective written and verbal Communication skills
• Effective time Management skills
• Strong supervisory skills
• Strong leadership skills

Special Characteristics:

• Ability to work unsupervised
• Self motivated
• Ability to work well with people
• Persistence
• Integrity

Core Values:

Role model the Brick Bodies Core Values

• Live the Brand
• Be Tenacious
• Be a Team Player