Member Xperience Supervisor

Bannatyne Group; Hastings; On-site; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Lunch provided (B-Fed)

Flexible schedule

28 days annual leave

Free gym membership

Guest membership after 2 years

Spa/food discounts

Development training

Mental health support

Length of Service Awards

Staff awards and bonuses

Discounted entertainment

Job summary

Bannatyne Group is seeking a Front of House Supervisor to lead our frontline team at our Hastings club. You will drive exceptional member service, oversee the front desk, and support daily operations, including scheduling, payments, and member events.

The ideal candidate will bring supervisory hospitality experience, strong communication, and a proactive approach to delivering memorable guest experiences within a fitness and wellness setting.

Qualifications

• Supervisory experience in hospitality or customer service.
• Strong leadership and people management skills.
• Excellent communication and customer-focused approach.
• Comfort with budgeting and reporting basics.
• Willing to work flexible hours including weekends/holidays.

Responsibilities

• Lead and train front-of-house team to deliver outstanding service.
• Perform Duty Manager duties and secure premises.
• Manage staff schedules and guest bookings.
• Ensure welcoming, clean front-of-house and smooth operations.
• Handle inquiries, complaints professionally and efficiently.
• Oversee bookings, payments, and records.
• Support member engagement and events.

Skills

Leadership

Customer service

Communication

Team management

Organisation

Multitasking

Budgeting

CRM Systems

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.