FOH - Reception_Front of House_Sama Mall Fintas - Women Gym_HOSP - Sama Mall, Fitas - Kuwait_Fitness First

Role Overview

Front of House Receptionist at Fitness First, Sama Mall Fintas Women Gym, Kuwait. This role is part of Landmark Group's hospitality division.

Company Overview

Landmark Group is a global retail and hospitality group founded in 1973, now operating over 2200 retail stores, leisure, and hospitality outlets across the GCC, Middle East, India, Southeast Asia, and Africa. The group created 25 plus value-led, own-built brands including Max, Splash, Babyshop, Centrepoint, Shoemart, Homecentre, Emax, Fitness First, and Funcity.

Fitness First is one of the world's leading health and fitness companies owned and operated by Landmark Group. The brand operates over 70,000 members across more than 50 clubs in 40 locations spanning the UAE, Bahrain, Qatar, Saudi Arabia, and Kuwait. Fitness First originated in the UK with over 20 years of global experience and operates 7 days a week offering world-class facilities, internationally accredited fitness experts, unlimited complimentary classes, and a Good Vibes program.

Role Purpose

To deliver excellent customer service and create a positive, welcoming experience for all members and guests while managing front desk operations professionally, handling minor escalations, and ensuring all interactions reflect the Fitness First brand values.

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

• Maintain comprehensive knowledge of club operations and provide information including Fitness First Club rules and regulations, class timetables, promotions, and club events.
• Own professional daily operations of the Front Desk.
• Perform scheduled working hours, report to work on time in Fitness First uniform, and ensure punctuality.
• Ensure the club opens on time following SOP.
• Maintain cleanliness of the Front Desk at all times.
• Enforce 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 an official Fitness First membership card; always follow Guest Access and Guest Pass SOP.
• Direct all cancellation requests to the MSM and/or log them for follow-up when MSM or 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 provide support across 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 for members with various queries.
• Constantly learn about the business and maintain awareness 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 following SOP.
• 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

• No mobile phone policy applies at Front Desk.
• Must wear Fitness First uniform.
• Must perform scheduled working hours and report to work on time.