Fitness Center Front Desk Director

HealthFitness•Bentonville, AR

1d•$65,000 - $75,000•Onsite

About The Position

The Walton Family Whole Health & Fitness, managed by HealthFitness, is hiring for a Front Desk Director in Bentonville, Arkansas. As part of the leadership team, the Front Desk Director is responsible for directing front desk operations and delivering a positive experience with exceptional customer experience to the eligible Walmart population. This position has up to 20+ direct reports (Front Desk Coordinator, Lead Front Desk Receptionist, and Front Desk Receptionists both full & part-time). Responsible for directing front desk operations and delivering a positive experience with exceptional customer satisfaction to the eligible member population.

Requirements

Bachelor's degree in Hospitality Management, Communication, or related discipline or the equivalent combination of education, certifications, and experience.
5+ years of prior supervisory experience managing large frontline teams containing both full & part-time staff.
Adult & Pediatric CPR/AED and First Aid certifications (in-person/blended classes only) from American Heart Association, American Red Cross, National Safety Council, or American Safety & Health Institute upon hire.
Strong background in situational leadership and team management, implementation of customer service and process improvements, strategic problem solving, and confident interpersonal skills including in-person, over the telephone, and email communication.
Ability to effectively organize and prioritize work demands, meet deadlines, and collaborate with other business units.
Ability to handle difficult or unexpected situations in the workplace, including escalations and difficult interactions, as well as complex business challenges by demonstrating sound, inclusive reasoning, and judgement.
Ability to navigate a fast-paced, high-demand environment as well as slower times and remain productive in both.
Quick learner with adaptation skills for new software and apps from both the administration side and member facing components.
Proficient in technology, including Microsoft 365 programs (Word, Excel, Outlook, SharePoint) with the ability to manage multiple communication channels, including both HealthFitness and client email accounts and calendars; as well as a strong working knowledge of member management systems, databases, and tools.
Ability to stand and be mobile at least 50% of shift.

Nice To Haves

5-7 years of experience working in a high-volume, customer-facing, leadership/management role in the field of hospitality, large-format retail, fitness/recreation operations, and/or corporate wellness.

Responsibilities

Partners with the on-site Business Operations and Leadership team in the development and implementation of desk protocol and general customer service procedures for front desk (reception) and departmental desks.
Along with the Business Operations and Member Experience teams, carries out supervisory responsibilities in accordance with HealthFitness policies, procedures and applicable laws including recruiting, orienting, training, evaluating, developing, and planning the succession of front desk associates.
Plans, assigns, and directs work assignments to ensure front desk staff remain challenged and productivity is maximized.
Ensures all front desk staff are properly trained.
Provides continuous feedback to ensure excellence in customer service delivery and develops strategies for improving the associate/member experience that supports grassroots positive customer/member satisfaction.
Conducts formal performance appraisals and formal corrective action process when warranted.
Leads regular staff meetings to ensure front desk staff are informed about HealthFitness and Walmart policy updates and department events.
Submit employment forms, payroll records, and billing worksheets accurately and according to contract provisions and HealthFitness policies.
Supports the development, interpretation, and enforcement of all systems, policies, and procedures of the overall facility programs and services, closing any gaps necessary to maintain safety, service quality, and compliance.
Tracks member satisfaction as it relates to front desk customer service delivery.
Ensures the front desk staff has an awareness of campaigns, marketing and communication content, and special events to deliver quality customer service and interpretation of program information to prospective and current members on a regular basis.
Manages all front desk customer service activities in accordance with HealthFitness operational, quality, safety, and service standards.
Other duties as needed/assigned.