DescriptionAs a Front of House Receptionist at Fitness First, you will play a crucial role in creating a positive and welcoming experience for our members and guests. In addition to handling all front desk responsibilities, you will be responsible for managing minor escalations, addressing challenging customer situations, and ensuring that all interactions at the front desk are handled with professionalism and care.
Responsibilities
1. Role Execution:
To deliver excellent customers service to all club visitors.
To create the best first impressions over all communication channels.
Lives the brand through MYZONE.
Understands and follows relevant business SOPs without fail.
2. Overall Performance:
To be knowledgeable in latest aspects of the club operations and can provide information i.e. FF Club rules and regulations, class timetables, promotions, club events.
Responsible for professional daily operations of the Front Desk.
Perform the scheduled working hours and reporting to work on time in FF uniform.
Ensure that the club opens on time and follow SOP.
Always maintain cleanliness of the Front desk.
No mobile phone policy applies at Front Desk always.
Never allow for the front desk to be unmanned.
Conduct member calls as instructed by Line Manager
Only allow active members with no arrears into the club who use official FF membership card. Always Follow Guest Access and Guest Pass SOP.
Ensure all cancellation requests are directed to the MSM and/or logged down for follow up where MSM/CGM is not available.
Meet 100% membership application and supporting documents encoding.
Must ensure that all membership dues and payments are correctly entered into the system.
Attend regular meetings as conducted by the MSM.
Meet deadlines and follows company processes & procedures
3. Operating with Excellence:
Demonstrate Go Further moments to staff and members.
Maintain open lines of communications with the team & be supportive of all departments.
To answer all incoming calls according to company standards and take effective messages.
To use Members First and other operating systems/manuals efficiently.
To comply with all business briefs and policies and adapt to any changes within the outlined timeframe.
To comply with all Health and Safety responsibilities.
Be proactive in self-development and career progression.
4. Satisfied Members:
Support CGM/MSM in Member Journey execution in club & drives the NPS score.
Handle member complaints and involve CGM/HODs where necessary.
Deliver proactive quality interactions to members.
To be the most effective point of contact in assisting member with various queries.
To constantly learn about the business and always be aware of latest club updates/changes.
5. Business Performance:
Ensure cash up is correct at all times and any discrepancies recorded and explained.
Collect membership arrears and renewals at point of entry, drive debt collection and card updates.
Manage cash, bills and cheques in the cash register during your shift & follow SOP.
Control stock by using MF system and following internal processes
Meets deadlines as outlined by the business or Line Manager
QualificationsSecondary Education – A level or equivalent
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