Concierge - East Ham Leisure Centre, London

14 Oct 2016
11 Nov 2016
Sport & Leisure
Contract Type
Full Time

Overview / Purpose of Role

The activeNewham concierge plays an exciting role in putting our customers first. This is a great way to play a more proactive and customer facing role in our customer journey, we we'll look to you or take ownership for our customers' requirements by delivering an excellent service every time. You will build genuine relationships, in a culture that encourages you to play an active role in the community.

Responsibility for offering a consistent and outstanding level of customer service, building trust by engaging our customers and actively anticipating, and subsequently meeting their needs. You will be responsible for building rapport with our customers and ensuring you provide a friendly and approachable service that helps them with any customer service needs.
To be at the forefront of activeNewham's customer journey, and ensuring you listen to the needs of everyone and tailoring the service you provide to best meet the need of the customer. You will be responsible for managing complex customer issues, ensuring you signpost or escalate to the appropriate party where necessary.

Job Context

The post holder is accountable to the General Manager, and report into the Duty Manager. The Concierge is responsible for the front of house provision at activeNewham, ensuring customer queries are resolved and customers are equipped with the knowledge to utilise the kiosks appropriately to enter and exit the centre. The post holder will work closely with the leisure centre team and will sign post customers to the appropriate parties where needed.

The post holder will be required to work evenings, weekends and public holidays as part of a rota.
The post holder will be required to wear a uniform and to ensure that all staff adhere to this dress code

Key Tasks and Accountabilities:

Key tasks and accountabilities are intended to be a guide to the range and level of work expected of the post holder. This is not an exhaustive list of all tasks that may fall to the post holder and employees will be expected to carry out such other reasonable duties which may be required from time to time.

To undertake all responsibilities listed below:


Provide a friendly and professional welcome to all customer and visitors, presenting a positive organisational image
Ownership of customer enquiries, provide information, and directly customers towards expert resources when needed
Assist customers with processing there transactions on the Kiosks
Manage customer access through the use of front of house entry systems
Manage and protect sensitive customer information in accordance with relevant legislation
Follow the organisational complaints procedure and escalating where necessary
Work within the limitation of this job description, and referring to relevant members of staff where guidance and support is required

Personal Development

Ensure that all necessary qualifications for the post are maintained and renewed as appropriate
Fully participate and engage in training provided by the centre and organisation

Personal Specification

The criteria listed in this Person Specification are all essential to the job.

Sound understanding of leisure centre customer goals and needs
Proven track record in customer service, with a customer orientated approach to all tasks
Knowledge of electronic booking systems
The ability to effectively promote, market and sell the service and centre
The ability to deal with customers and their queries and concerns with tact and sensitivity
The ability to deliver a high quality service with minimal supervision
The ability to work as part of a team
Good written and verbal communication skills and IT literate
Good literacy and numeracy skills


Previous experience in busy leisure / health and fitness centres, or working in a customer service focused environment
Experience of dealing with routine administration
Evidence of achieving results and making a difference to customers
A dynamic individual with a 'can do', results driven approach and attitude.
An appreciation of, and commitment to, the distinctive culture and philosophy of the organisation
Demonstrates trust, openness and respect in dealings with people
Flexible approach to tasks and workload
Ability to work flexible shift patterns outside normal hours, including evenings, weekends, public holidays

Other Special Requirements:

Willingness and ability to work evenings and weekends to maintain and ensure consistent service delivery.