Front of House Manager

Altea; Vancouver; On-site; CAD 50,000 - 75,000; Full time

Job summary

Altea is seeking a Front of House Manager in Vancouver to lead a team focused on exceptional customer service in a wellness and fitness environment. This role demands strong leadership and customer service skills, with an emphasis on creating a welcoming atmosphere for all guests.

Benefits

Competitive salary

Bonus opportunities

Group Health Benefits

Complimentary membership

Additional Vacation Time

Cellphone Allowance

Employee Stock Option Program

4-Day Work Weeks

Career growth opportunities

Qualifications

• 2+ years of customer service experience.
• Experience managing a team.
• Experience working with children from newborns to 12 years old.

Responsibilities

• Coordinate front desk and playroom activities.
• Train and supervise customer service associates.
• Manage client questions and resolve complaints.

Skills

Customer Service

Communication

Leadership

Flexibility

Detail Oriented

Education

Post-secondary education related to health and fitness

Job description

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Description

Altea Active’s Front of House Managers are customer oriented, personable, energetic leaders who are the ‘face’ of our company. They have an incredible knack for ensuring all guests, members and mini members consistently receive a heartwarming welcome.

Job Details

Description

Altea Active’s Front of House Managers are customer oriented, personable, energetic leaders who are the ‘face’ of our company. They have an incredible knack for ensuring all guests, members and mini members consistently receive a heartwarming welcome.

You are detail oriented and can effectively multi-task. You meticulously coordinate all front desk and playroom activities, including ‘signing members in’, managing the phone lines, and booking appointments. You and your team are product and service champions enabling you to match identified client needs while generating quality referrals.

You lead by example. Your upbeat, outgoing, and pleasant personality, combined with a professional attitude allow you to efficiently and wisely lead a team of customer service associates. Your experience, talent and spirit also allow you to carefully and calmly handle customer complaints and ultimately “win” the member over.

You are service oriented, consistently anticipating member’s needs, making informed decisions and solving one problem after the next. Not only are you focused on providing exceptional customer service, you excel in a collaborative environment to achieve maximum results.

This job might be for you if you have the following talents & spirit:

• You’re Customer Service Orientated: You have a knack for customer service and can handle member questions and concerns in a professional manner. You listen and respond effectively to customer questions and resolves customer problems to the customer’s satisfaction.
• You have Communication Superpowers: You play well with others and have excellent oral and written communication skills. You demonstrate the ability to convey thoughts and express ideas effectively using speech in individual or group situations; attend to and fully comprehend what others are saying.
• You’re Cool Under Pressure: You’re cool, calm and collected in pressured situations.
• You’re Detail Oriented: You cross your T’s and dot your I’s by maintaining client records highly organized with flawless attention to detail. You’re not one to cut corners. You pay attention to the details. As far as your concerned, anything worth doing, is worth doing right, every single time. You stay focused and nothing falls through the cracks on your watch.
• You’re Flexible: You can roll with the punches and positively adapt to change. You’re like Gumby and can remain flexible with working long hours, early mornings, evening and weekends.
• Integrity & Trust: You consistently demonstrate sound personal and business ethics and behaviors. You communicate intentions, ideas, and feelings openly and directly. Your moral compass guides you to make ethical decisions. You are gracious and make unbiased decision.
• You’re Motivated & Driven: You’re motivated and driven. You take initiative. You identify opportunities and issues, and proactively acts and follows through on work activities to resolve them. You’re going to take ownership of the time you spend with us and truly make a difference.
• You Have Supervisory/Leadership Skills: You can effectively direct the day-to-day activities of team members. You lead by example and are a role model to your colleagues and peers.
• You are a Team Player: You actively participate and foster an environment that sustains a collaborative approach to working with others. You’re a team player who thrives in a collaborative environment.
• You’re Tech Savvy: Technology is your friend and you have confidence operating software and a customer relations management database
  
  

As a Front of House Manager, a typical day might include the following:

• Meeting and greeting a ton of familiar and unfamiliar faces including team members, clients and new guests.
• Educate yourself on recent team communications (memos, emails, etc.)
• Provide training and education to the supervisors, customer service associates and playroom associates in order for them to offer a superior service to members and guests
• Lead by example and engage with all members and guests in a friendly, enthusiastic and professional manner
• Collectively coach and guide frontline staff, who all need to be properly trained and retrained on the art of prospect and member management.
• Ensure frontline staff are well versed on all paid services within the facility.
• Set up and maintain service desk and playroom desk, including managing service desk team members and evaluating system efficiency
• Resolve service desk problems and improve current service desk methods to increase productivity and customer service
• Generate revenue by attracting new customers and mini members; defining new and expanded services and products
• Oversee all point-of-sale protocols and ensure all data is accurately logged and tracked.
• Oversee monthly budget in both departments and adjust accordingly
• Manage and update invoices
• Ensuring each department is clean, tidy and sanitized and all relevant facility safety checks are completed.
• Ensure positive communication with all members, and guests
• Address member/client questions and concerns in a professional manner
• Effectively manage the inventory and ordering processes within the department
• Act as Manager on Duty
  
  

To land this role you need to have;

• At least 2+ years’ customer service experience
• At least 2+ years’ experience managing a team in the customer service field
• Experience working with children from newborns old to 12 years old is required
• Post-secondary education relating to the health and fitness industry and additional certifications or workshops relating to customer service are an asset.
• Additional certifications or workshops relating to customer service or childcare are an asset
• Energy, assertiveness, initiative, creativity, and willingness to try new approaches and techniques
• Ability to motivate and energize a team
• Previous service experience, comprehensive industry knowledge, strong customer-facing skills, strong written and verbal communication, self-motivated, ability to troubleshoot and creative problem-solving skills.
• All management/leadership team members are required to have Standard First Aid and CPR – Level C Certification prior to start date and must be maintained throughout employment. CPR is to be renewed annually.
• All team members must provide a recent Criminal Background Check prior to commencement of training and/or work.
  
  

Perks Of This Position Include

• A competitive salary
• Bonus opportunities
• Group Health Benefits
• Complimentary individual and plus one membership
• Additional Vacation Time and Flex Days
• Cellphone Allowance
• Group RRSP options
• Employee Stock Option Program
• Maternity/Paternity top up
• 4-Day Work Weeks (12 per year)
• Team Member Perks
• Complete training and development package
• Working alongside great people in a culture that fosters empowerment
• Career-defining growth and development opportunities
  
  

In your cover letter, please include an explanation of why your experience is specifically relevant to this role at Altea Active. We want to see your personal style - what makes you tick and why you think your next opportunity is with us.

PLEASE NOTE: The purpose of this job advertisement is to provide you with a glimpse into the full responsibilities. It is not a complete explanation of duties, responsibilities or requirements. We are an equal opportunity employer and believes in treating everyone fairly regardless of race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans status or any other legally-protected factors. We consider all qualified applicants for employment and upon request will provide accommodations to candidates taking part in the selection process.

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

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

• Industries

  Wellness and Fitness Services

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