FOH - Reception_Front of House_The Palm Dubai.Fitness First.UAE_Nakheel Mall - Dubai_Fitness First

Role Overview

Front of House Receptionist at Fitness First, The Palm Dubai (Nakheel Mall), operated by Landmark Group in Dubai, UAE.

Company Overview

Landmark Group is a global retail and hospitality group founded in 1973. The group 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 across more than 50 clubs in 40 locations across the UAE, Bahrain, Qatar, Saudi Arabia, and Kuwait.

Role Purpose

To deliver excellent customer service and create a positive, welcoming experience for members and guests at the front desk. You will handle all front desk responsibilities, manage minor escalations, address challenging customer situations, and ensure all interactions are conducted 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 standard operating procedures

Front Desk Operations

• Own professional daily operations of the Front Desk
• 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
• Perform scheduled working hours and report to work on time in Fitness First uniform
• Adhere to no mobile phone policy at Front Desk
• Conduct member calls as instructed by Line Manager

Membership Management

• Allow only active members with no arrears into the club who use an official Fitness First membership card
• Follow Guest Access and Guest Pass SOP
• 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 for follow-up where MSM/CGM is unavailable
• Collect membership arrears and renewals at point of entry
• Drive debt collection and card updates

Knowledge & Communication

• Remain knowledgeable in latest aspects of club operations
• Provide information on Fitness First Club rules and regulations, class timetables, promotions, and club events
• Answer all incoming calls according to company standards and take effective messages
• Use Members First and other operating systems/manuals efficiently
• Maintain open lines of communication with the team and be supportive of all departments
• Constantly learn about the business and remain aware of latest club updates and changes

Member Satisfaction

• Support CGM/MSM in Member Journey execution and drive the NPS score
• Handle member complaints and involve CGM/HODs where necessary
• Deliver proactive quality interactions to members
• Be the most effective point of contact in assisting members with various queries
• Demonstrate Go Further moments to staff and members

Business Performance & Compliance

• Ensure cash up is correct at all times and record any discrepancies with explanations
• Manage cash, bills, and cheques in the cash register during your shift and follow SOP
• Control stock by using Members First system and following internal processes
• Comply with all business briefs and policies and adapt to changes within the outlined timeframe
• Comply with all Health and Safety responsibilities
• Attend regular meetings as conducted by the MSM
• Meet deadlines and follow company processes and procedures

Professional Development

• Be proactive in self-development and career progression

Qualifications & Experience

• Secondary Education – A Level or equivalent

Skills & Competencies

• Knowledge of Fitness First Club operations, rules, and regulations
• Proficiency with Members First system and other operating systems
• Effective communication and customer service skills
• Cash handling and financial accuracy
• Ability to manage multiple priorities and meet deadlines
• Problem-solving and conflict resolution abilities
• Adaptability to business changes and policy compliance
• Proactive and self-motivated approach to work