Overview
MAD Studios is seeking a dynamic and professional Front of House (FOH) Representative to ensure the seamless day-to-day operation of our studio. As the first point of contact, the FOH will play a critical role in creating a positive and welcoming atmosphere for clients, managing the reception and studio floor, and providing exceptional service throughout the client journey. The FOH team also promotes studio services, enhances client retention, and supports sales efforts, all while embodying MAD’s core values of creativity, customer focus, and professionalism.
Duties and Responsibilities
Daily Operations
- Implement Opening and Closing procedures
- Conduct class sign-ins, client orientations including studio safety guidelines, in a professional and inviting manner, upholding our service standards
- Handle phone calls and client inquiries across our communication channels
- Operate the Bar area, including but not limited to, preparing smoothies, coffees, protein yogurts, and other offerings that are added to the menu.
- Understand the Bsport booking system and manage client bookings, appointments, accounts, inventory, and sales
- Understand the POS system, and ensure correct payment processing
- Assist Studio Manager with inventory check and stock management
- Understand and promote retail products and studio offers
- Assist Studio Manager with administrative tasks as needed
- Fill out incident reports for the attention of the Studio Manager
Facility Management:
- Ensure studio is clean, safe, and well-maintained
- Conduct hourly inspections and bring order to heavy client traffic areas such as changing rooms, WC, personal belongings storage space, and cafe area
- Replenish the vanity corner and WC with required consumables for a complete client experience
- Organise and store supplies for retail, F&B, vanity, cleaning, and towels in a procedural manner
- Conduct regular inspections to ensure the facility meets safety requirements and cleanliness standards
Client Servicing:
- Greet clients in a welcoming and friendly manner and make sure no one feels alienated
- Ensure all first timers receive a thorough induction to the studio in a personalised manner
- Build client relations by learning about them, remembering their name, their personal preferences, etc
- Build and nurture a sense of community at MAD through interpersonal interactions, events, studio activities, and encourage client participation
- Communicate studio offerings, promotions, and special events to all clients, supporting with bookings or sign ups when necessary
- Address client inquiries, complaints, reviews and feedback in-studio, and across our communication channels (WhatsApp, Email, Instagram, Phonecall, ClassPass) in a timely, professional manner, keeping in line with MAD values, tone of voice, and policies
- Be proactive in handling complex client inquiries and delivering custom solutions to meet individual client needs, seek help from the Studio Manager when necessary
- Regularly solicit feedback from clients about their experience to find areas of improvement
Qualifications
- Previous experience in a hospitality or restaurant environment is preferred but not essential.
- Excellent communication skills with a friendly disposition towards guests and team members.
- Ability to work efficiently in a fast-paced environment while maintaining attention to detail.
- A proactive approach to helping others and contributing positively to the team dynamic.
Be part of a passionate team, creating unforgettable experiences for our guests in a vibrant and supportive environment!
Job Types: Full-time, Part-time, Permanent
Pay: £13.00 per hour
Benefits:
- Discounted or free food
- Employee discount
- Free fitness classes
- Store discount
Education:
- A-Level or equivalent (required)
Experience:
- Customer service: 1 year (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
