Front of House Supervisor

Bannatyne Group; Bury St Edmunds; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Free gym membership

28 days annual leave

Flexible schedule

Complimentary lunch or breakfast

Job summary

Bannatyne Group is seeking a Front of House Supervisor to lead the front of house team and ensure peak guest experiences across our UK clubs. The role includes training staff, managing shift schedules, and stepping in as Duty Manager to support opening, closing, and crisis situations.

We value strong leaders with excellent communication and customer service skills, capable of overseeing bookings, payments, and records while maintaining a welcoming club atmosphere and safe, well-organized

Qualifications

• Previous supervisory or managerial experience in customer service or hospitality.
• Strong leadership and team management abilities.
• Excellent communication and interpersonal skills.
• Exceptional customer service with focus on positive experiences.
• Good organizational and multitasking abilities.
• Ability to build rapport and credibility.
• Basic financial acumen with budgeting and reporting.

Responsibilities

• Lead, train and motivate the front of house team to deliver outstanding customer service.
• Perform Duty Manager duties including opening/closing and crisis support.
• Manage staff schedules and ensure adequate coverage at all times.
• Greet and assist members and guests promptly and warmly.
• Handle inquiries, concerns and complaints professionally.
• Maintain a welcoming, clean and organized front of house area.
• Oversee daily front desk operations: bookings, payments, records.
• Monitor front of house supplies and inventory against revenue targets.
• Ensure health and safety standards and company policies are followed.
• Develop strategies to boost member engagement and satisfaction.
• Organize and participate in member events and activities.

Skills

Leadership

Customer service

Communication

Team management

Budgeting

Tools

CRM systems

Job description

Bannatyne is synonymous with providing exceptional fitness and wellness experiences across the UK. Our state of the art facilities and commitment to high standards make us a leader in the industry. We are currently seeking a dynamic and enthusiastic Front of House Supervisor to join our team and ensure members and guests receive the highest level of service.

Our Perks

• B-Fed - complimentary lunch or breakfast.
• Flexible schedule.
• 28 days annual leave increases with tenure.
• Free gym membership.
• Complimentary gym membership for another person (after 2 years service).
• Discounted Spa Treatments - 30%
• Discounted Spa Goods - 20% ELEMIS Products.
• Discounted Meals and Beverages - 50% cafe/bar.
• Career & Personal Development training.
• Mental Health, Well-Being and EAP Services.
• Length of Service Awards.
• Staff Awards and Bonuses.
• Discounted entertainment and shopping.

A Typical Day in the Life of a Front of House Supervisor

• Lead, train and motivate the front of house team to provide outstanding customer service.
• Required to perform Duty Manager duties such as being a key holder, and having responsibility for unlocking/locking the building if the DM is closing/opening the club. Along with assisting with crisis management.
• Assist with managing staff schedules, ensuring adequate coverage at all times.
• Ensure that all members and guests are greeted warmly and assisted promptly.
• Handle customer inquiries, concerns, and complaints efficiently and professionally.
• Promote a welcoming environment and ensure the front of house area is always clean and organised.
• Assist with overseeing the daily operations of the front desk, including managing bookings, processing payments and maintaining accurate records.
• Monitor and manage front of house supplies and inventory with revenue targets.
• Ensure compliance with health and safety regulations and company policies.
• Develop and implement strategies to enhance member engagement and satisfaction.
• Organise and participate in member events and activities to foster a sense of community.
• Promote club programs, services, and events to members and guests.

Requirements

• Previous experience in a supervisory or managerial role within customer service or hospitality environment.
• Strong leadership and team management abilities.
• Excellent communication and interpersonal skills.
• Exceptional customer service skills with a focus on creating positive experiences.
• Good organisational and multitasking abilities.
• The ability to establish rapport, build trust and demonstrate credibility.
• Basic financial acumen and experience with budgeting and reporting.
• Ability to work flexible hours, including weekends and holidays. Hours can be 5.30am starts to 10.30pm finishes.
• It would be desirable if you were proficient in using computer systems and software including CRM Systems.

We offer competitive compensation, opportunities for professional development and a supportive team culture.