FOH - Reception_Front of House_Al Wahda Abu Dhabi Fitness First UAE_HOSP - Al Wahda - Abu Dhabi, UAE_Fitness First

Role Overview

Front of House Receptionist at Fitness First UAE, Al Wahda Abu Dhabi location, operated by Home Box.

Role Purpose

Deliver excellent customer service to all club visitors by creating positive and welcoming experiences at the front desk, managing minor escalations, addressing challenging customer situations, and ensuring all interactions are handled with professionalism and care.

Key Responsibilities

Role Execution

• Deliver excellent customer service to all club visitors.
• Create the best first impressions across all communication channels.
• Live the brand through MYZONE.
• Understand and follow all relevant business SOPs without fail.

Overall Performance

• Demonstrate knowledge of the latest club operations, including FF Club rules and regulations, class timetables, promotions, and club events.
• Take responsibility for professional daily operations of the Front Desk.
• Perform scheduled working hours and report to work on time in FF uniform.
• Ensure the club opens on time and follows SOP.
• Maintain cleanliness of the Front Desk at all times.
• Adhere to no mobile phone policy at Front Desk.
• Ensure the front desk is never left unmanned.
• Conduct member calls as instructed by Line Manager.
• Allow only active members with no arrears into the club who use official FF membership card.
• Follow Guest Access and Guest Pass SOP at all times.
• Direct all cancellation requests to the MSM and/or log for follow-up where MSM/CGM is unavailable.
• Meet 100% membership application and supporting documents encoding.
• Ensure all membership dues and payments are correctly entered into the system.
• Attend regular meetings conducted by the MSM.
• Meet deadlines and follow all company processes and procedures.

Operating with Excellence

• Demonstrate Go Further moments to staff and members.
• Maintain open lines of communication with the team and be supportive of all departments.
• Answer all incoming calls according to company standards and take effective messages.
• Use Members First and other operating systems and manuals efficiently.
• Comply with all business briefs, policies, and adapt to changes within the outlined timeframe.
• Comply with all Health and Safety responsibilities.
• Be proactive in self-development and career progression.

Member Satisfaction

• Support CGM/MSM in Member Journey execution in club and drive the NPS score.
• Handle member complaints and involve CGM/HODs where necessary.
• Deliver proactive quality interactions to members.
• Serve as the most effective point of contact in assisting members with various queries.
• Constantly learn about the business and remain aware of the latest club updates and changes.

Business Performance

• Ensure cash up is correct at all times and record and explain any discrepancies.
• Collect membership arrears and renewals at point of entry and drive debt collection and card updates.
• Manage cash, bills, and cheques in the cash register during your shift and follow SOP.
• Control stock by using MF system and following internal processes.
• Meet deadlines as outlined by the business or Line Manager.

Qualifications & Experience

• Secondary Education – A level or equivalent.