FOH - Reception_Front of House_Deira City Centre Fitness First UAE_HOSP - Deira City Centre - Dubai, UAE_Fitness First

Role Overview

Front of House Receptionist at Fitness First, Deira City Centre, Dubai, UAE. You will create a positive and welcoming experience for members and guests, handle all front desk responsibilities, manage minor escalations, and address challenging customer situations with professionalism and care.

Company Overview

Landmark Group is a global retail and hospitality group founded in 1973. The company operates over 2,200 retail stores, leisure, and hospitality outlets across the GCC, Middle East, India, Southeast Asia, and Africa. Fitness First is one of the world's leading health and fitness companies owned and operated by Landmark Group, with over 70,000 members in over 50 clubs across 40 locations in the UAE, Bahrain, Qatar, Saudi Arabia, and Kuwait.

Role Purpose

To deliver excellent customer service at the front desk, create positive first impressions across all communication channels, and ensure all member and guest interactions are handled professionally while maintaining club operations and driving business performance.

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 relevant business standard operating procedures without fail.

Overall Performance

• Maintain knowledge of latest club operations and provide information on Fitness First club rules and regulations, class timetables, promotions, and club events.
• Manage professional daily operations of the front desk.
• Perform scheduled working hours and report to work on time in Fitness First uniform.
• Ensure the club opens on time and follow standard operating procedures.
• Maintain cleanliness of the front desk at all times.
• Comply with 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 present official Fitness First membership card.
• Follow guest access and guest pass standard operating procedures.
• Direct all cancellation requests to the membership sales manager and/or log for follow-up when the membership sales manager or club general manager 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 membership sales manager.
• Meet deadlines and follow 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 and policies and adapt to any changes within the outlined timeframe.
• Comply with all health and safety responsibilities.
• Be proactive in self-development and career progression.

Member Satisfaction

• Support club general manager and membership sales manager in member journey execution and drive the net promoter score.
• Handle member complaints and involve club general manager and heads of departments 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 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, drive debt collection, and facilitate card updates.
• Manage cash, bills, and cheques in the cash register during your shift and follow standard operating procedures.
• Control stock by using Members First system and following internal processes.
• Meet deadlines as outlined by the business or line manager.

Qualifications & Experience

• Secondary education, A level or equivalent.

Additional Information

• Fitness First is open 7 days a week.
• The company offers unlimited complimentary classes and added value through the Good Vibes program.
• Fitness First is a global brand originating in the UK with over 20 years of experience.