Front of House Manager
Job Description
Job Title: Front of House Manager
Hours: 40 hours per week
Rate of Pay: £13.40 per hour
Location: Stepps
Perks
- B Fed: complimentary lunch or breakfast
- Flexible schedule
- 28 days annual leave, increasing with tenure
- Free gym membership
- Complimentary gym membership for another person after 2 years of 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
Responsibilities
- Lead, train and motivate the front of house team to deliver outstanding customer service
- Perform Duty Manager duties such as key holder, unlocking/locking the building if the DM is closing/opening, and assist with crisis management
- Manage staff schedules, ensuring adequate coverage at all times
- Conduct regular performance reviews and provide ongoing coaching and support to team members
- Ensure members and guests are greeted warmly and assisted promptly
- Handle customer inquiries, concerns and complaints efficiently and professionally
- Create a welcoming environment and keep the front of house area clean and organised
- Oversee daily front desk operations: managing bookings, processing payments and maintaining accurate records
- Monitor and manage front 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
- Assist with budgeting and financial planning for front house operations
- Promote club programmes, services and events to members and guests
- Work flexible hours, including weekends and holidays; hours may start at 5:30 am and finish at 10:30 pm
Qualifications
- Previous experience in a supervisory or managerial role within a 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
- Ability to establish rapport, build trust and demonstrate credibility
- Basic financial acumen and experience with budgeting and reporting
- Desirable: proficiency in using computer systems and software, including CRM systems
