Front of House Manager

Altea Active; Vancouver; On-site; CAD 65,000 - 95,000; Full time

Benefits offered by this job

ESOP

Group health benefits

Altea membership

Plus One

Vacation package

Flex days

4-day work week

Job summary

Altea is Canada's premier fitness and wellness destination, offering boutique studios, modern recovery, and lifestyle amenities under one roof. The Front of House Manager leads a team of Supervisors and staff across Front Desk, Recovery, and ProShop to deliver a premium member experience and build leaders who uphold the standard even when not present.

You will drive member retention, train leaders, and maintain consistency in service while reflecting Altea's distinctive hospitality culture.

Qualifications

• Leadership development of supervisors and staff.
• Develop the FOH culture and high service standards.
• Deep understanding of front desk operations and recovery services.
• Knowledge of retail/ProShop environments and member experience."],
• job_responsibilities_description":["Lead the Front of House team, including Supervisors and staff, to deliver premium member experiences." ,

Responsibilities

• Lead the Front of House team, including Supervisors and staff, to deliver premium member experiences.
• Own the operational standards across Front Desk, Recovery, and ProShop, ensuring consistency and excellence.
• Protect, audit, and continuously improve the member experience from entry to departure.
• Build a welcoming, diverse culture where members feel known and cared for.

Skills

Leadership

Team building

Front desk ops

Customer service

Operations management

Tools

MyAltea

Job description

Altea is Canada's premier fitness and wellness destination. Multiple boutique studios, modern recovery, and lifestyle amenities, all under one roof, for one membership. We bring together the quality of a standalone boutique with the breadth of a full service club, and we deliver an experience that members build their week around. We are the membership members actually use. Everything we do is designed to deliver a premium member experience.

The Front of House Manager owns that experience. You lead a team that includes Front of House Supervisors and their staff, and you are accountable for the front desk, recovery services, and the ProShop where applicable. You set the culture, you develop the leaders, and you hold the hospitality standard that separates Altea from every other club in the market.

This is not a role for someone who manages by schedule and memo. It is a role for someone who builds teams, develops leaders, and drives a member experience that makes people stay.

If you have been excellent somewhere that was not quite worthy of your effort, keep reading.

What You'll Lead:

• Your Leadership Team. The Front of House Supervisor reports to you. You develop them with intention, hold them accountable to a high standard, and build a team that performs whether you are in the building or not.
• The Member Experience. From the moment a member walks in to the moment they leave, the experience that runs through your area reflects the standard you have built. You protect it, audit it, and improve it continuously.
• Front Desk, Recovery, and ProShop. You own the operational standard across all three. Procedures, presentation, team knowledge, and member satisfaction. All of it reflects your leadership.
• Culture and Retention. Members stay when they feel known. You build the kind of front of house culture where members are greeted by name, concerns are resolved before they escalet, and every touchpoint reinforces why Altea is different.
• The Numbers. Member satisfaction metrics, recovery utilization, front desk efficiency, and team performance data. You know what they mean and you act on them.

Who You Are:

Not the loudest in the room. Not the one who manages from behind a screen. The one who is present, builds real leaders, and holds a standard their team is proud to match.

• You develop leaders as a reflex. You identify potential in your supervisors early, invest in their growth intentionally, and build a team that does not depend on your presence to perform.
• You lead from the floor. You know your team, you know your members, and your presence is how the standard gets set and kept.
• You are genuinely good with people. You read a room. You know when a team member is off before they say anything. A diverse, multi-generational member community comes through your door every day, and you build a team that makes all of them feel like they belong.
• You hold the standard without being reminded. Uniform, tone, presentation, recovery, ProShop. These are not things you check on when there is a complaint. They are things you care about because you are proud of where you work.
• You are hungry for results, not recognition. You take member retention personally. You notice when the experience is slipping and you do something about it before a member has to tell you.

What We're Looking For:

• 3 to 5 years of experience in a management or senior leadership role in a premium hospitality, fitness, or service environment
• Demonstrated experience developing supervisors or team leads, not just managing frontline staff
• Proven ability to build and sustain a hospitality culture across a multi-person team
• Strong understanding of front desk operations, recovery services, and retail or ProShop environments
• Financial literacy you read member satisfaction data, utilization metrics, and team performance indicators and you act on them
• Proficiency with MyAltea or similar club management platforms will be developed during onboarding
• Valid Standard First Aid and CPR-C, maintained annually
• Criminal Background Check required prior to commencement

What You'll Earn:

This is a management role compensated at a level that reflects the standard we hold and the calibre of person we are looking for. All rates of pay are confidential. Beyond base, you will receive performance bonus opportunities, ESOP, group health benefits, a complimentary Altea membership and Plus One, an extensive vacation package plus paid Flex days, a 4-day work week program (12 days annually), and a cellphone allowance.

Success Looks Like:

Your Front of House Supervisor is stronger, more capable, and more accountable than when you arrived. Members know the names of your team and feel genuinely cared for on every visit. Recovery services and the ProShop run at standard. Member satisfaction is at or above benchmark. The front of house holds its standard on the shifts you are not there for, because of the leaders you developed and the culture you built.

We are an equal opportunity employer and believe in treating everyone fairly regardless of race, ancestry, place of origin, colour, ethnic origin, national origin, language, citizenship, creed, religion, sex, sexual orientation, age, marital status, gender identity, gender expression, record of offences, disability, or any other legally protected factors. Accommodations are available upon request.

AI Disclosure: To support our hiring process, artificial intelligence–based tools may be used to assist with screening and assessment activities, alongside human review.

We thank you for your interest; however, only candidates selected for an interview will be contacted.