Overnight Lead

Westdale Mall

1151 Dundas Street West, Mississauga, ON L5C 1C6, Canada

It's fun to work in a company where people truly BELIEVE in what they're doing
- We're committed to bringing passion and customer focus to the business._

Essential Functions/Key Responsibilities:

- Lead by example with involvement in all member services and related activities:

- Maintain a welcoming atmosphere for all members, prospective members and guests, and ensure staff follows superior customer service guidelines.
- Greet members and guests, providing exceptional customer service to ensure that everyone feels welcome
- Answer phones in a friendly manner and assist callers with a variety of questions.
- Check members into the system, provide tours and sign up new members, log amenities and communicate updates or events to members and guests.
- Facilitate all member requests and help to resolve any member issues and questions.
- Ensure member first impressions are to expectation inclusive of the lobby, front desk and retail.
- Ensure staff is providing exceptional customer service at all times.
- Providing Member Service Representatives leadership:

- Assist in training and developing a high performing staff consisting of Member Service Representatives working overnight.
- Assist in supervising staff to ensure that all shifts are regularly covered.
- Partner with Club Management to resolve employee issues or concerns.
- Work with club and property management teams and to ensure safety and security of the building.
- Execute new initiatives and communicate all relevant directives and tasks.
- Provide backup support as needed for any employee who is absent for overnight shift.
- Overseeing cleanliness of the club:

- Keep the front desk area and lobby clean and orderly.
- Oversee all deep cleaning of club nightly inclusive of both locker rooms, under equipment and off-stage areas.
- Participate in regular facility cleaning and club upkeep such as mopping up spills, trash removal, cleaning windows and mirrors and re-racking weights.
- Complete all administrative responsibilities:

- Order supplies using the specific budget based on club requirements.
- Track various statistics and reports on a weekly, monthly, and annual basis.
- Conduct signage audits from promotional signage to club signage.
- Responsible for nightly register closeout and preparing deposit for Club Manager.
- Clear outstanding memberships, billing issues and membership issues.
- Conduct detailed walk of club to enter or update all issues into tracking system inclusive of equipment, facilities, and IT.
- Complete quarterly inventory.
- Thorough communication to the day shift to ensure an effective handoff of progress and awareness of facility or member escalations that happened overnight.
- Other duties as assigned based on club needs.

Skills & Qualifications:

- Must be 18 years of age or older; high school diploma/GED equivalent required.
- One year of customer service experience, preferably in a similar gym or retail environment.
- Current CPR Certification preferred.
- Basic computer proficiency (Microsoft Suite) and the ability to learn systems quickly.
- Solid supervisory, diplomacy and listening skills.
- Strong customer service and problem resolution skills.
- Proven ability to handle multiple tasks and differing priorities in a constantly changing and demanding environment using excellent organizational, communication, and scheduling skills.
- Ability to work independently as well as part of a team.
- Ability to work a flexible schedule including nights, weekends and the occasional day shift.
- Hard working, enthusiastic, energetic, and a passion for health and fitness

Physical Demands:

- Continual standing and walking during shift.
- Continual talking in person or on the phone during shift.
- Must be able to lift up to 50 lbs.
- Will occasionally encounter toxic chemicals during shift.