Job Description

Lead Front Desk Attendant

HealthFitness, a Trustmark company, is a proven leader in providing fitness solutions that engage and connect people both on-site and online, to create a strong community of health. Our work focuses on creating meaningful connections with each of our participants to help them move forward. We foster each individual's journey by creating communities of health within the organizations we serve so that everyone is supported. As an employee of HealthFitness you will enjoy a variety of health and financial benefits and receive competitive pay. We provide personal and professional support, training and development and flexible employment opportunities.

Harvard Recreation, managed by HealthFitness, is seeking a proactive and customer-service-driven Lead Front Desk Attendant to join our team on campus in Cambridge, Massachusetts. In this hands-on role, you'll oversee front desk operations, ensuring a smooth, welcoming, and efficient experience for all members and guests. You'll lead by exampleguiding front desk staff during shifts, ensuring tasks are completed promptly and accurately, and stepping in to resolve issues as they arise. You'll also provide real-time support to team members, while escalating performance concerns to the Membership Manager when needed.

Hours (full-time): 30-35 hours per week

Schedule:

• Summer: Sunday 1pm-5:15pm, Mon-Thurs 2pm-9:15pm.
• Academic Year: Sunday-Thursday 4pm-11:15pm.

What You Will Be Doing:

• Keep up to date with Front Desk Staff guidelines, expectations, and procedures to adhere, enforce, and build confidence with colleagues to promote and maintain staff efficiency and effectiveness.
• Promptly escalate performance concerns directly to the Membership Manager, providing the management team with timely insights into the performance of the Front Desk staff during their shifts.
• On-site assistance with facility oversight and operations to provide efficient upkeep of the three Harvard Recreation buildings. Identify needs and communicate with the Membership Manager & Operations to submit work orders, filing the necessary information on the Operations Communications Log, determining when to get in contact with Control Center for immediate response while maintaining a constant physical presence within the facility, and other operational processes.
• Provide presence and guidance for departmental staff working on-site in the absence of management.
• Support the Assistant Membership Manager with onboarding of Front Desk staff, including leading training sessions, leading shift shadowing sessions and participating in staff job interviews.
• Work in a heavy customer-facing role, such as member check-ins, guest sign-ins, and transactions, as well as assisting with membership sales and renewals, as needed.
• Responsible for safety and well-being of all guests, visitors and members who utilize the facilities, including responding to sudden medical emergencies and providing proper CPR/AED and First Aid care.
• Leverage outstanding interpersonal skills to drive member retention and deliver meaningful customer service in a heavy customer-facing role. Ensure all guests, visitors, and members receive exceptional service while thriving in a fast-paced, team-oriented environment.
• Work daily with computers and willingness to learn new computer applications and skills to troubleshoot on the go.
• Other duties as needed/assigned.

What You Bring With You:

• High school diploma or GED
• 2+ years of hands-on, in-person customer service experience.
• Adult CPR/AED/First Aid certification within 90 days of hire.
• Basic computer skills (word, excel, outlook etc.) and working knowledge of a member management/point of sale system.
• Ability to navigate electronic systems, learning new systems, and troubleshoot systems is required.
• Strong interpersonal skills with a focus on clear, positive communication.
• Reliable and customer-focused, with a strong sense of accountability.
• Proven capability to succeed in a collaborative team environment.
• Bonus if you have experience training and motivating others to achieve a common goal.

$19 - $21/Hour. Pay is dependent on experience and qualifications.

Brand: HealthFitness

Come join HealthFitness! Join a team that will not only utilize your current skills but will enhance them as well. We offer a comprehensive benefit package that includes Medical/Dental/Vision plans including HSA, PPO and FSA options, retirement/401(k) with employer matching program, fitness and wellness programs incentivized with medical plan discounts, certification reimbursement program, tuition reimbursement, paid new parent leave, paid Holidays and PTO (starting at 3 weeks for full-time associates), volunteer paid time off and much more.

HealthFitness is committed to leveraging the talent of a diverse workforce to create great opportunities for our people and our business. We are an equal opportunity employer, including disability and protected veteran status.

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