Senior Receptionist

Senior Receptionist - Ocean Fitness

Ocean Fitness is seeking an experienced and dedicated Senior Receptionist to lead our Front Office team. As the first point of contact for our members and guests, you will set the standard for exceptional service, ensuring a welcoming and professional environment. This leadership role is pivotal in driving operational excellence and fostering a positive, results-oriented team culture.

Key Responsibilities:

• Oversee daily reception operations, ensuring adherence to club standards and procedures.
• Greet members and guests warmly, addressing inquiries about memberships, classes, and services with efficiency and professionalism.
• Manage staff scheduling, create rotas, and ensure consistent front desk coverage.
• Lead, train, and mentor the reception team, providing guidance to enhance performance and service quality.
• Drive membership and service sales, contributing to the club's monthly revenue goals.
• Administer bookings, billing, and cash reconciliation with accuracy and attention to detail.
• Maintain a pristine and professional reception area, upholding high standards of presentation.
• Resolve member inquiries or concerns promptly, escalating issues to management when necessary.
• Support administrative tasks, including membership documentation, GDPR compliance, and reporting on key performance metrics.
• Promote club events, services, and offers to enhance member engagement.
• Ensure compliance with health and safety protocols, including pool checks and incident reporting.
• Act as a key liaison between reception and management, participating in regular departmental meetings.
• Undertake additional duties as directed by management to support club operations.

Qualifications and Skills:

• Minimum of 3 years' experience in a reception or front desk role, with at least 1 year in a supervisory or leadership position.
• Proven leadership abilities with a talent for motivating and developing a team.
• Exceptional organizational and multitasking skills, with a meticulous eye for detail.
• Strong communication and interpersonal skills, with a focus on active listening and member satisfaction.
• Proficiency in computer systems, preferably with experience in CRM, POS, or membership management software.
• Ability to make confident decisions and perform effectively in a fast-paced environment.
• Professional telephone etiquette and a commitment to delivering superior customer service.
• Sales-oriented mindset with a track record of achieving targets.
• Fluency in English.
• First Aid and CPR certifications are preferred (training can be provided if necessary).