Front Desk Lead

Front Desk Lead

Welcome to Strong! At Strong, we strive to create a culture centered around having fun, happily serving others, and becoming the best at what we do and who we become. We make meaningful connections with our guests and support each other to create a destination people love to come to. Our goal as a company is to serve our community and each other in a way that is meaningful and impactful. If you think you have what it takes to care deeply for our customers, athletes, and team, then apply here to be a part of our Strong family!

About the Role

Front Desk Lead team members are trusted leaders within the Care Team who take responsibility for opening and closing operations, serve as the lead presence during busy shifts, and support Supervisors by managing communication systems, issue resolution, and team coordination. They embody Strong's pillars of Care, Educate, and Inspire in every interaction and help ensure the Front Desk operates at a high standard of excellence.

Why Strong?

Strong has been a prominent and well-respected pillar in the North Texas Health/Fitness community for over 15 years! Throughout this time, we have had the privilege of working with thousands of individuals and families on their way towards an optimized life. Now with over 54,000 square feet of functional space, the possibilities to create something truly special is greater than ever. With state-of-the-art fitness/ninja facilities and a team focused on providing nothing but the best, our ability to make a positive influence in our community is profound.

Key Responsibilities

Opening & Closing Oversight

• Execute full front desk open/close checklists
• Ensure all systems (phones, iPads, waivers, signage) are prepared or shut down correctly
• Communicate opening/closing notes to Supervisors or next shift

Live Shift Management

• Monitor and manage front desk flow during peak hours
• Guide Lead and Team Member performance in real time
• Act as point of contact for guest issues or internal escalation

Communication & Coordination

• Monitor and direct inbound calls, emails, and chat systems
• Ensure messages are routed to the correct department or team
• Provide input on scheduling gaps or process improvements
• Monitors potential guest sales interest and supports follow-up communication with appropriate team members

Requirements

• Minimum of 3 years in a customer service management role, preferably in a fitness or hospitality environment.
• Strong leadership skills with proven ability to manage, motivate, and mentor a team.
• Exceptional interpersonal and communication skills, capable of handling high-stress situations with professionalism.
• Deep understanding of customer service best practices and a passion for delivering exceptional customer experiences.
• Flexible availability, including weekends, holidays, and nights, to meet the needs of the business.
• Proficiency with business software and systems relevant to customer management and scheduling.