Job Title: Front of House Supervisor
Reports To: Centre Manager
Number of direct reports: 2-3
Remuneration: £27500 circa
Job Purpose
As Front of House Supervisor, you will have a key position in the co-ordination of front of house operations which includes Reception.
Customer and Member focus will be an integral part of the role to achieve high levels of customer satisfaction and repeat business.
You will coach and develop the reception team in customer service and selling skills, ensuring your team provides an inspirational service and total customer satisfaction whilst also identifying opportunities to upsell products and services that are available, maximising sales where possible.
From time to time, you will undertake some cover duties on reception (approx. 7 hours per week).
Key responsibilities and accountabilities:
What you’ll need?
- To be professional, knowledgeable, and dedicated to delivering first class experiences to customers and members, high standards will be second nature to you;
- To be a natural people manager with the ability to lead a team and secure positive staff engagement.
- To be a manager who is motivated by developing their team and seeing them succeed by conducting regular performance reviews and development plans
- You will be highly attentive with effective communication and interpersonal skills with the confidence to build relationships with all members of the Leisure Centre team
- A warm and welcoming personality is key, with high standards of professionalism and a drive to provide a memorable experience for each guest.
- To have knowledge of Rivers membership packages and all offers and promotions that are developed.
Knowledge & Experience:
An in-depth knowledge of customer service methods and practices to ensure a first-class provision to members and prospective members
Comprehensive knowledge of Rivers offers to include pricing /discounts /bespoke packages addressing members’ needs to suit budget, lifestyle and expectations
It would be desirable if you were proficient in using computer systems and software including CRM Systems
General:
- Greet visitors upon arrival with a warm and friendly welcome.
- Check gain and out efficiently, ensuring all necessary information is collected accurately.
- Handle visitor inquiries and provide information about the Centre and undertake site tours if appropriate
- Manage phone calls with professionalism, demonstrating excellent phone etiquette.
- Assist with reservations, cancellations, and modifications as needed.
- Maintain an organised reception area, ensuring it is tidy and presentable at all times.
- Liaising effectively with other departments to address our guests’ needs without delay.
- Address any guest complaints or issues promptly and professionally.
Pay: £27,500.00 per year
Benefits:
- Employee discount
- On-site parking
Work Location: In person
