Job Summary
Role Description:
The Front of House Manager is responsible for managing the reception area and to ensure effective and efficient administration within the club. The FHM should also ensure that the team delivers world class service to all members at all times.
Key performance areas:
- Managing Effectiveness
- Operations
- Administration
- Queries
1. Managing Effectiveness:
- Compile and complete all relevant reports on a weekly and monthly basis
- Provide administrative and clerical service in club
- Provide world class customer service to all members within the clubs and resolve member queries
- Ensure that reception, back office areas are always tidy, clean and neat.
- Ensure enough stock of all forms are available at reception for the duration of the shift.
- Be an ambassador for Ignite Fitness at all times, set an example by engaging with members in professional and friendly manner.
- Avoid too many social interactions with other members of staff at the reception desk that can negatively impact on the image and brand of Ignite Fitness
- Set an example to other members of staff, not letting personal opinions and views influence your conduct.
- Regulate and monitor all members accessing and exiting the facility, check member is up to date on account.
- MOD rostering and management of role.
2. Operations:
2.1) Reception
- Welcome members
- Handling all Member queries with relevant escalations, feedback and response
- Collect and management of all paperwork at reception
- Make sure to sign off when collecting cancellation, freeze forms and other administrative documents
- Ensure enough stationery and forms at hand at reception
- Ensure all the correct forms are being used
- Review and check the guest register and manage accordingly with sales and fitness
- Make sure that the override reports are being done for review by the GM (Stock control)
- Sign off the freeze, cancellation form after trying to retain the member
- Make sure that access cards are being handed out correctly - perform a recon on issue and stock (If 10 at reception and 5 people loaded yesterday and come to collect today then stock should be 5 tonight)
- Payments processing (credit card, cash)
- Issue of receipts
- Follow banking procedures
- Follow procedures on handover of cash and reception at beginning and end of each shift
- Assist members with general account queries:
- This includes explaining the policies, terms, and conditions of the following i.e.: membership freeze, cancellations, transfer of membership, change of details.
- Refer new potential members to sales office.
- Maintain walk-in potential member list for sales department.
- Answer telephone, friendly efficient manner and transfer to relevant department.
- Capture member details such as photo and access card
- Ensure the staff have a clear understanding of processes and procedures regarding your function and expectation
- Compiling clubs’ sales totals
- Final Cancellation Report
- Final Transaction Report
- Ensure all non-members that need to access the facility sign in on register.
2.2) Daily Banking
- Daily cash taking, recons and banking
- Drop safe to be opened with (MOD)- document what have been taken out of the safe and sign off by both
- Daily banking must be done according to the Cash Policy. Prefer daily deposit if values high
- Daily banking to be signed off by GM
- Daily banking to be filed every day with all the back up reports from reception and all receipts.
2.3) Cancellations/ Freeze/ Refund request
- Only forms signed off by GM can be processed
- Office use is completed on the forms
- Refund request send to Finance to be paid
- Contact member once request has been actioned as confirmation
- Complete the tracking spreadsheet
- All forms should be filed
2.4) Petty Cash
- Make sure that petty cash recon is up to date
- All petty cash vouchers is signed off by GM
- All receipts received back and accounted for
- Update petty cash recon as receipts are received
- Make sure all petty cash documents are filed
- Petty cash recon must be signed off and check by GM every Friday ( or spot checks as well)
- Petty cash recon and slips to be send to Finance every Friday and the final one after month end
- Make sure petty cash policy is being followed
- Request top up if needed
3. Administration:
- Liaison with Super Admin on all administrative procedures, checks and balances
- Maintaining accurate records, processing any membership changes
- Membership administration, ensuring accurate record keeping & database administration
- Handling membership queries that originate within the club
- Responsible for various weekly & monthly reports.
- Ad hoc admin duties
- Ensure all relevant paper regarding members
- Submit PO's, obtain 3 x quotations where needed in support (Correct company details)
- All approved PO orders are placed once received back from HO
- Keep Stationery secured with sign-out sheet, order once in two months
- All staff/employee documents is received, correct, up to date and filed
- Ensure Admin office area is always clean, tidy and organised
- Regulate and monitor all members accessing and exiting the facility, check member is up to date on account.
- All staff/employee documents is received, correct, up to date and filed
- Ensure Admin office area is always clean, tidy and organised
- Ensure only one "add on" per staff on Itensity
- Admin to place order with HO timely consumable items
- Timely submission of signed off instructors invoices to HO
- When staff leave ensure offboarding form is completed and sent to relevant parties .
- Report on supplements - stock counts
- Do stock count of marketing flyers and other material and order when needed
- Full support with debt in collections, management of unpaid, etc at club level
- Brand Standards implementation and inspection
- Management of Club Operational Marketing
- Managing Access Intelligence and strategy to drive usage
4. Queries:
- To ensure all queries are dealt with and feedback has been given to members
- All queries should be resolved in 48 hours
All Applications must be submitted by Monday, 30 May 2022.
No Whatsapp or telephonic applications will be accepted.
