Front Desk Lead

UFC GYM; Oxnard (CA); On-site; USD 21,000 - 30,000; Full time

Benefits offered by this job

Employee discounts

Free uniforms

Health insurance for eligibleemployees

Opportunity for advancement

Training & development

Wellness resources

Performance bonus

Job summary

UFC Gym in Oxnard, CA is seeking a Front Desk Lead to deliver superior member service and manage daily front desk operations.

You will train and coach front desk staff, oversee check-in, calls, and POS activities, and ensure adherence to policies while hitting retail and attendance goals. This role offers growth within a UFC Gym franchise.

Qualifications

• Must be energetic and possess a friendly, outgoing personality.
• Strong interpersonal and communication skills, including telephone etiquette.
• Customer service focus with diplomacy and professionalism.
• Able to multitask and follow instructions accurately.
• Able to motivate and coach a team to meet sales goals.
• Adhere to meal and rest break periods and clock in/out.
• High school diploma or GED; CPR/AED certification.
• 6 months’ customer service experience in health club, retail, hospitality or food service.

Responsibilities

• Greet and assist guests and members promptly.
• Answer incoming calls professionally and efficiently.
• Supervise POS system operations.
• Ensure proper member check-in procedures.
• Respond to member questions and escalate when needed.
• Maintain maintenance log, fitness profiles, inquiries, and group fitness reservations.
• Report safety issues to management immediately.
• Supervise the front desk and retail operations.
• Keep front desk, lobby neat and clean.
• Monitor retail goals and club performance against targets.
• Call past-due members regarding late dues.
• Coordinate with maintenance and janitorial staff on upkeep.
• Create weekly staff schedule.
• Enforce dress code and attendance reporting.
• Train front desk staff on duties and policies.
• Monitor and coach staff performance.
• Assist Operations Manager with performance appraisals.

Skills

Energetic personality

Interpersonal skills

Communication skills

Customer service

Diplomacy

Multitasking

Team motivation

Coaching

Attendance tracking

Education

High school diploma or GED

CPR and AED certification

Tools

POS systems

Basic computer skills

Job description

Benefits

• Employee discounts
• Free uniforms
• Opportunity for advancement
• Training & development
• Wellness resources
• Bonus based on performance

We Empower the Fighting Spirit in You!

GENERAL SUMMARY

The Front Desk Lead is responsible providing superior customer service to our members and guests and through the daily management of a team of Front Desk Representatives. Duties include training, recognizing, motivating and coaching the front desk staff and enforcing company policies and procedures.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Ensures that guests and members are warmly greeted and promptly assisted.
• Ensures incoming calls are answered in a professional and efficient manner.
• Supervises point of sales system operations.
• Ensures proper member check-in procedures are followed.
• Responds effectively to member questions, requests and concerns and escalates to management immediately if unable to resolve.
• Maintains the Maintenance Log, Fitness profiles, telephone inquiries and group fitness reservations.
• Immediately reports or escalates to management any unsafe conditions or emergency situations.

Club Operations and Administration

• Supervises the front desk and retail operations.
• Keeps front desk and lobby neat and clean at all times.
• Monitors retail goals and ensures club is on track to meet and exceed assigned goals.
• Calls all past due members with Front Desk Representatives regarding late dues and down payments.
• Partners with the maintenance and janitorial staff to immediately address any maintenance or cleanliness issues around the club.

Staff Supervision

• Create the weekly staff schedule and distribute to all front desk staff in a timely manner.
• Enforces Front Desk staff dress code and time and attendance reporting compliance.
• Trains the Front Desk staff on day-to-day duties and provides any related training programs and policies and procedures.
• Monitors and coaches front desk staff job performance.
• Assists Operations Manager with performance appraisals.

ORGANIZATION RELATIONSHIPS

The Front Desk Lead reports to the Operations Manager and helps oversee Front Desk Representatives. This position may interact with all levels of management and staff within Corporate and Field offices, in the clubs, and within the Front Desk Representative team.

REQUIRED QUALIFICATIONS

Knowledge, skills & abilities:

• Must be energetic and possess a very friendly, outgoing personality and positive attitude.
• Possess strong interpersonal and communication skills, including telephone etiquette.
• Possess a strong customer service focus, diplomacy and professionalism.
• Understands and follows oral and written instructions.
• Able to multi-task and perform tasks with accuracy and attention to detail.
• Able to motivate a team, especially with sales goals achievement.
• Able to hold team members accountable and coach them when necessary.
• Adhere to meal and rest break periods and must clock in and out for all shift times.

Minimum certifications/educational level:

• High school diploma or GED required.
• Current Cardiopulmonary Resuscitation (CPR) and Automated External Defibrillator (AED) certification.

Minimum experience:

• Must have 6 months’ customer service experience in health club, retail, hospitality or food service industry.

Experience With Multiple Phone Lines Preferred.

Basic computer skills.

Benefits

• Employee discounts
• Free uniforms
• Health insurance for eligible employees
• Opportunity for advancement
• Training & development

This franchise is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this franchisee should be made directly to the franchise location, and not to UFC Gym.