Job Summary
We are seeking a dynamic, organised and customer-focused Front of House Lead to oversee the daily front-of-house operations at our busy gymnastics and family fitness centre.
The ideal candidate will have strong communication skills, excellent attention to detail, and a genuine passion for delivering outstanding customer service. This role involves managing customer emails, bookings, general enquiries, class entry and exit, and supporting the smooth running of the customer journey from first enquiry through to long-term membership.
The Front of House Lead will play a key role in creating a professional, welcoming and well-organised environment for children, parents, members, visitors and staff. This is an important leadership role within Origin and is central to maintaining the high standards of service, organisation and customer experience our company is known for.
Duties
- Manage customer emails and respond to enquiries in a professional, friendly and timely manner
- Support customer bookings, class transfers, trials, waiting lists and membership queries
- Assist customers with the Origin App / booking system and provide clear guidance when needed
- Handle general enquiries by email, phone and in person
- Deliver excellent customer service to parents, children, members and visitors
- Oversee class entry and exit to ensure a smooth, safe and organised flow of children and families
- Welcome new families, trial customers and visitors, helping them feel confident and informed
- Support trial class follow-ups and help convert enquiries into memberships
- Deal with minor customer concerns professionally and escalate issues to management when required
- Maintain a clean, organised and welcoming reception/front-of-house area
- Communicate important customer information to coaches, managers and relevant team members
- Support daily registers, attendance checks and basic administration tasks
- Assist with party bookings, camp bookings, events and special promotions when required
- Help promote additional services such as gymnastics classes, camps, parties, soft play, adult fitness, café services and merchandise
- Monitor customer feedback and help identify ways to improve the overall member experience
- Support front-of-house procedures, staff communication and operational standards
- Ensure health, safety and safeguarding procedures are followed during busy customer transition times
Qualifications
- Previous experience in a customer service, reception, administration, leisure, hospitality or front-of-house role is preferred
- Experience using booking systems, customer databases or admin software is advantageous
- Strong written communication skills, especially for customer emails and professional responses
- Excellent verbal communication skills with a friendly and approachable manner
- Strong organisational skills with the ability to manage multiple tasks at once
- Ability to remain calm and professional during busy periods
- Confident dealing with parents, children, staff and visitors
- Good attention to detail when managing bookings, enquiries and customer information
- A positive, proactive attitude and willingness to take ownership of the customer experience
- Leadership or supervisory experience is advantageous
- Experience in a children’s activity centre, leisure centre, gymnastics club, fitness facility, café or hospitality environment would be beneficial
This is an exciting opportunity to join Origin as we continue to grow our services across gymnastics, fitness, parties, soft play, café and family-focused experiences.
The Front of House Lead will be a key member of the team and will help shape the customer experience at one of Northern Ireland’s most exciting children’s activity and family fitness facilities.
Professionalism, enthusiasm, attention to detail and a commitment to outstanding service are essential.
Pay: £24,500.00-£28,500.00 per year
Benefits:
- Company pension
- On-site parking
Work Location: In person
