FOH - Reception_Front of House_Dubai Silicon Oasis Fitness First_Hosp - Dubai Silicon Oasis - Dubai_Fitness First

Role Overview

Front of House Receptionist at Fitness First, Dubai Silicon Oasis, Dubai. You will create a positive and welcoming experience for members and guests while handling all front desk responsibilities, managing minor escalations, and addressing challenging customer situations with professionalism and care.

Role Purpose

To deliver excellent customer service to all club visitors, create the best first impressions across all communication channels, and ensure that all front desk interactions are handled professionally while supporting the overall operations and member experience of the club.

Key Responsibilities

Role Execution

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

Overall Performance

• Be knowledgeable in the latest aspects of club operations and provide information regarding FF Club rules and regulations, class timetables, promotions, and club events.
• Manage the professional daily operations of the Front Desk.
• Perform scheduled working hours, report to work on time, and wear the FF uniform.
• Ensure the club opens on time and follow SOP.
• Maintain cleanliness of the Front Desk at all times.
• Adhere to the no mobile phone policy at the 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 an official FF membership card, and always follow Guest Access and Guest Pass SOP.
• Direct all cancellation requests to the MSM and/or log them for follow-up when 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 and 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 the 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 stay 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 update card information.
• Manage cash, bills, and cheques in the cash register during your shift and follow SOP.
• Control stock by using the MF system and following internal processes.
• Meet deadlines as outlined by the business or Line Manager.

Qualifications & Experience

• Secondary Education – A level or equivalent.