Job Description – Front Desk Manager

JOB SUMMARY

 

The Front Desk Manager is responsible for the successful operation of the front desk.  He/she hires, trains, manages, and oversees the front desk staff to ensure members receive the highest level of customer service possible.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

 

  • Manages and motivates the front desk supervisors and staff (including:  hiring, firing, performance management, and recognition duties)
  • Serves as the lead customer service contact for members at the front desk, including: answering questions, welcoming, and other member communications
  • Acts as a liaison between the front desk and all other departments, communicating relevant information to the front desk staff as needed
  • Establishes, monitors and analyzes the front desk budget
  • Develops and implements front desk policies and procedures
  • Monitors accuracy of the POS system at front desk, making adjustments as necessary
  • Conducts departmental meetings
  • Conducts customer service training for all employees
  • Enters programs/services into POS software
  • Covers front desk shifts as needed
  • Other duties as assigned

 

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

 

  • Must be highly motivated
  • Excellent communication and interpersonal skills
  • Excellent management and leadership skills
  • Good organizational skills
  • An understanding of health club operations
  • Must be able to work days, evenings, and weekends as necessary

 

REQUIRED EDUCATION, CERTIFICATIONS AND EXPERIENCE

 

  • Must have experience in customer service
  • Experience in a health club or the hospitability industry is preferred
  • College degree preferred
  • CPR, First Aid, and AED certifications (must be obtained within 60 days of hire)

 

 

 

 

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