FOH - Reception_Front of House_Al Wahda Abu Dhabi Fitness First UAE_HOSP - Al Wahda - Abu Dhabi, UAE_Fitness First

Job description

Fitness First is one of the world’s leading health and fitness companies owned and operated by Landmark Group, a leading retail organization in the Middle East. We have over 70,000 members in over 50 clubs across 40 locations across the UAE, Bahrain, Qatar, Saudi Arabia, and Kuwait.

We offer world-class facilities, the latest innovation, internationally accredited fitness experts, and the warmest customer experience.

Convenience is at the heart of everything we do. That’s why you’ll find our fitness experiences cater to your every need. We are open 7 days a week, have unlimited complimentary classes plus incredible added value through our Good Vibes program.

Fitness First is a global brand that originated in the UK — backed by an experience of over 20 years. Our purpose is clear: We are Fitness Leaders who inspire people to go further in life. Across the region, we align all members of staff under this purpose, working to bring health and fitness into more people’s lives.

We know that the biggest barriers to fitness are time and motivation, so we are inspiring people to work on their fitness in a way that suits their style and fits their increasingly busy lives. We bring this to life for our members through a new fitness philosophy, innovative fitness products, an enhanced club environment, a focus on service and expertise, and the development of a connected fitness platform.

Our brand belief is that fitness gives you the confidence, energy, and self-belief to go further in life.

1.       Role Execution:

To deliver excellent customers service to all club visitors.

To create the best first impressions over all communication channels.

Lives the brand through MYZONE.

Understands and follows relevant business SOPs without fail.

2.       Overall Performance:

To be knowledgeable in latest aspects of the club operations and can provide information i.e. FF Club rules and regulations, class timetables, promotions, club events.

Responsible for professional daily operations of the Front Desk.

Perform the scheduled working hours and reporting to work on time in FF uniform.

Ensure that the club opens on time and follow SOP.

Always maintain cleanliness of the Front desk.

No mobile phone policy applies at Front Desk always.

Never allow for the front desk to be unmanned.

Conduct member calls as instructed by Line Manager

Only allow active members with no arrears into the club who use official FF membership card. Always Follow Guest Access and Guest Pass SOP.

Ensure all cancellation requests are directed to the MSM and/or logged down for follow up where MSM/CGM is not available.

Meet 100% membership application and supporting documents encoding.

Must ensure that all membership dues and payments are correctly entered into the system.

Attend regular meetings as conducted by the MSM.

Meet deadlines and follows company processes & procedures  

3.       Operating with Excellence:

Demonstrate Go Further moments to staff and members.

Maintain open lines of communications with the team & be supportive of all departments.

To answer all incoming calls according to company standards and take effective messages.

To use Members First and other operating systems/manuals efficiently.

To comply with all business briefs and policies and adapt to any changes within the outlined timeframe.

To comply with all Health and Safety responsibilities.

Be proactive in self-development and career progression.

4.       Satisfied Members:

Support CGM/MSM in Member Journey execution in club & drives the NPS score.

Handle member complaints and involve CGM/HODs where necessary.

Deliver proactive quality interactions to members.

To be the most effective point of contact in assisting member with various queries.

To constantly learn about the business and always be aware of latest club updates/changes.

5.       Business Performance:

Ensure cash up is correct at all times and any discrepancies recorded and explained.

Collect membership arrears and renewals at point of entry, drive debt collection and card updates.

Manage cash, bills and cheques in the cash register during your shift & follow SOP.

Control stock by using MF system and following internal processes 

Meets deadlines as outlined by the business or Line Manager