Front Office Supervisor - Houston Gymnastics Academy

Duties include, but are not limited to

Operations

• Communicate the Vision, Values and Core Constituencies for the front desk staff in your assigned area
• Provide leadership and coaching to all front desk staff
• Work in with the Site Managers to establish goals and objectives for front desk operations
• Implement and achieve the goals and objectives for the front desk
• Attend and participate in all scheduled meetings and one-on-ones
• Provide performance feedback to Site Managers to be used for quarterly feedback sessions and annual performance reviews
• Give verbal corrective action related to performance issues as needed and inform Site Manager of performance concerns
• Be proficient in lesson plans and skills, and verify front desk is effectively communicating to customers
• Collaborate with Site Managers on marketing and sales plans for enrollments, and special events for assigned area
• Work to ensure customer growth and retention success
• Escalate all issues that pose a risk, including potential Safe Sport violations to Site Managers
• Assist in filling gym coverage needs and fill in when and where needed
• Oversee Front Desk Management to ensure customer satisfaction and/or customer recovery
• Train front desk staff on front desk policies and iClass
• Be available and provide support for the front desk staff
• Communicate effectively with clients, vendors, and other stakeholders
• Ensure compliance with company policies and procedures

Administrative Compliance

• Submit incident reports/documentation in a prompt manner to the appropriate department
• Partner with Site Manager to ensure accuracy of class schedules and staffing in iClassPro
• Distribute any mail/email communication RD
• Responsible for ensuring administrative duties for special events and alternative programming are implemented and utilized by front desk staff.
• Communicate the process and procedures with Site Managers so they can support the implementation and execution.

iClass Pro Management

• Implement new front desk and iClass policies
• Run Monthly Tuition and appropriate Yearly Participation Fees on the 15th and 1st of the month and send csv results to payments
• Before running tuition, run an attendance report and drop students who have not attended classes in the past two months
• Partner with Site Managers and front desk staff to follow up on all aged accounts
• Respond to chargebacks and e-check returns
• Ensure the following tasks are done correctly by office staff (this list may not include all tasks)
• Create, change, and remove programs and classes
• Process student enrollments, drops, and changes
• Manage all email distributions/communications from iClass to families
• Keep track of waitlists

Experience

• Proven experience in office management or related administrative role
• Strong organizational skills with the ability to multitask and prioritize work effectively
• Proficiency in using office software, including Microsoft Office Suite (Word, Excel, PowerPoint)
• Excellent communication skills, both written and verbal
• Ability to supervise and lead a team of office staff
• Experience in calendar management and scheduling appointments