INTERNAL Receptionist

Job Title: Receptionist 

Hours: 32 hours per week

Temporary 6 months contract

JOB PURPOSE

To provide a friendly, professional and efficient front-of-house service across the leisure centre, acting as the first point of contact for customers and visitors. The role supports the smooth daily operation of the Centre, delivering excellent customer service while supporting memberships, bookings, administration, retail sales and customer engagement across facilities including the swimming pool, gym, fitness classes, café and soft play.

KEY RESPONSIBILITIES

Customer Service

• Greet customers, visitors and contractors in a professional, friendly and welcoming manner at all times


• Handle enquiries efficiently in person, by telephone, email and social media platforms


• Provide accurate information on memberships, activities, bookings, pricing, opening hours and Centre facilities


• Support customers with booking systems, app usage, account access and general membership enquiries


• Resolve customer concerns and complaints professionally, escalating where appropriate


• Promote a positive, inclusive and welcoming environment for all customers


• Maintain excellent knowledge of Centre programmes, promotions and services to support customer engagement and retention

Administration & Reception Duties

• Manage bookings and admissions for activities, classes, facilities and events using the Centre’s booking systems


• Process memberships, renewals, upgrades, freezes and cancellations in line with organisational procedures


• Administer and maintain the Membership Relationship Management (MRM) system, ensuring customer records, attendance monitoring and membership data remain accurate and up to date


• Support customers with online bookings, direct debit queries and digital self-service systems


• Process cash, card and contactless payments accurately in accordance with financial procedures


• Complete end-of-shift cashing-up procedures and report discrepancies appropriately


• Maintain accurate records and handle customer information in line with GDPR requirements


• Support general administrative duties including filing, data input and customer communications

Sales & Promotion

• Promote memberships, activities, programmes, retail products and special offers in a proactive and professional manner


• Identify opportunities to upsell Centre services where appropriate, including memberships, swimming lessons, fitness programmes and retail products


• Support Centre marketing campaigns, events and promotional activity


• Assist with retail merchandising, stock presentation and maintaining attractive customer-facing displays


• Encourage customer participation in activities and programmes to support retention and engagement

Health, Safety & Security

• Follow all organisational health and safety procedures, Normal Operating Procedures (NOPs) and Emergency Action Plans (EAPs)


• Monitor customer access and support effective access control procedures throughout the Centre


• Report hazards, incidents, accidents and maintenance issues promptly in line with reporting procedures


• Assist with opening and closing procedures including security and operational checks


• Respond appropriately to emergencies, welfare concerns and first aid situations, escalating where required


• Support fire alarm, evacuation and emergency procedures


• Maintain safe, clean and secure reception and public areas at all times

Teamwork & Operations

• Work collaboratively with colleagues across reception, fitness, swimming, café, soft play and operations teams


• Support the smooth day-to-day operation of the Centre and assist during busy periods, events and programme changes


• Communicate effectively with colleagues and supervisors to ensure efficient service delivery and shift handovers


• Maintain a clean, organised and professional front-of-house environment


• Attend training sessions, team meetings and staff briefings as required


• Contribute positively to team culture and continuous improvement across the Centre

General Responsibilities

• Comply with all organisational policies and procedures • Maintain confidentiality and GDPR compliance at all times • Undertake training and continuous professional development as required • Carry out any other duties appropriate to the role