FOH - Reception_Front of House_Sama Sulaibikhat Women Fitness First Kuwait_HOSP - Sama Sulaibikhat Mall - Kuwait_Fitness First

Role Overview

Front of House Receptionist at Fitness First Kuwait, Sama Sulaibikhat Women Fitness Centre, Sama Sulaibikhat Mall, Kuwait. Employed by Land Mark.

Role Purpose

To deliver excellent customer service to all club visitors and create positive first impressions across all communication channels. The role is responsible for managing front desk operations, handling member and guest interactions professionally, addressing escalations, and ensuring all interactions reflect the Fitness First brand and values.

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 relevant business SOPs without fail.

Front Desk Operations

• Perform scheduled working hours and report to work on time in Fitness First uniform.
• Ensure the club opens on time and follow SOP.
• Maintain cleanliness of the front desk at all times.
• Never allow the front desk to be unmanned.
• Ensure cash up is correct at all times and record any discrepancies with explanation.
• Manage cash, bills and cheques in the cash register during your shift and follow SOP.
• Control stock using Members First system and following internal processes.

Member Access & Verification

• Only allow active members with no arrears into the club who use official Fitness First membership card.
• Always follow Guest Access and Guest Pass SOP.
• Collect membership arrears and renewals at point of entry.
• Drive debt collection and card updates.

Member Communications & Service

• Answer all incoming calls according to company standards and take effective messages.
• Conduct member calls as instructed by Line Manager.
• Handle member complaints and involve CGM or HODs where necessary.
• Deliver proactive quality interactions to members.
• Be the most effective point of contact in assisting members with various queries.
• Support CGM/MSM in Member Journey execution in club and drive NPS score.

Knowledge & Information Management

• Be knowledgeable in latest aspects of club operations and provide information regarding Fitness First Club rules and regulations, class timetables, promotions and club events.
• Constantly learn about the business and always be aware of latest club updates and changes.
• Use Members First and other operating systems and manuals efficiently.

Membership Administration

• Meet 100% membership application and supporting documents encoding.
• Ensure all membership dues and payments are correctly entered into the system.
• Ensure all cancellation requests are directed to the MSM and/or logged down for follow up where MSM/CGM is not available.

Meetings & Performance Management

• Attend regular meetings as conducted by the MSM.
• Meet deadlines and follow company processes and procedures.
• Meet deadlines as outlined by the business or Line Manager.

Compliance & Development

• 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.
• Demonstrate Go Further moments to staff and members.
• Maintain open lines of communication with the team and be supportive of all departments.

Qualifications & Experience

• Secondary Education – A level or equivalent.

Skills & Competencies

• Proficiency with Members First system and other operating systems.
• Effective communication and customer service delivery.
• Cash handling and financial accuracy.
• Professional phone etiquette and message taking.
• Problem-solving and escalation management.

Additional Information

• No mobile phone policy applies at Front Desk.
• Must perform work in Fitness First uniform.