Senior Front of House Assistant

Ten Health & Fitness
United Kingdom
25 Sep 2016
21 Oct 2016
Sport & Leisure
Contract Type
Full Time
Job title: Senior Front of House Assistant

Working Hours: Full time, 40 hours a week, shift work including weekends

Reporting to: Operations Manager

The Role

As a Senior FOH you are the best of Ten's FOH, a true brand ambassador. You set the bar high for customer service, standards, studio marketing, retail and MBO. You oversee an efficient, successful and friendly FOH in your studio(s) and have the capability to transfer your knowledge on to a new and existing staff.

This is an integral role, supporting the Operations Manager, Studio, Master Trainers, Studio Managers, the FOH teams and the clients.

Main duties:

FOH Team

Deliver the induction training of new FOH - set expectations from customer service, product knowledge, to how their desktop is managed
Oversee the FOH team in your studio(s), completing one to ones, supporting them, raising any concerns with them and escalating to the Operations Manager when needed.
Complete Return to Work interviews with the FOH team and report any concerns or issues to the Operations Manager
Report any sickness or lateness to Operations Manager/HR
Refresher training on an ongoing basis - i.e. working with freelance and FOH who are struggling
Ensuring the FOH team are completing opening up, handover and closing up procedures correctly and completing the checklists
MBO super user - expert - point of contact for all FOH
Physio process expert- spot checking FOH work
Monitor FOH targets and track MTD performance vs incentive targets
To provide Operations Manager with any overtime hours for FOH team at the end of the month
To check Freelance FOH invoices are correct for your studio(s)

Clients and Corporate

Lead in managing the corporate clients and building the studio(s) corporate client base
Lead in building the studio(s) overall client base
Be the main point of contact for responding to client enquires
Work with the Marketing department regarding customer care to implement monitoring data, user surveys and implement promotions.

Admin/Studio Support

Work closely with the Master Trainer(s) in your studio(s) and ensure you communicate over any issues with studio standards and teams
Monitor schedules for opportunities and trends
Manage the FOH rota for your studio(s)
Lead team meetings alongside the Master Trainer(s)
Ensure stock checks are completed and work with Nicola on retail promotions etc.
Ensure marketing promotions and literature is current and understood by FOH teams and SM
Ensure the trackers are updated
Report any maintenance issues on the tracker and also inform the Operations Manager
Lead by example by reaching own targets
Market research- monitor competitor websites for new ideas and trends
Liaise with Master Trainer(s) and Operations Manager to ensure standards of Studios are maintained.
Take part in the weekend manager rota
Carry out FOH duties when on the rota
Adhoc tasks as directed by management

Front of House Duties

Being the first point of contact with all clients, in person, over the phone and through email.
Maintaining and enhancing high levels of customer service.
Ensuring that you are fully aware of the days' schedule and appointments in order to direct clients and staff - review the classes, PT's and physio appointments for the day and confirm clients to trainer/physio
Taking payment for all classes
Updating forms onto the system daily
Knowing how to use the Physio booking system
Having knowledge of the products on offer and providing clients with this information.
Ensuring you are aware of all first timers for the day, preparing their paperwork in advance
Encouraging clients to purchase our retail products or physio products when necessary
Delivering an energised reception area.
Following opening and closing procedures
Monitoring studio standards and supporting the studio management and the wider team.
Replenishing studio and changing room stocks throughout the day
Listening to clients and reporting their feedback
Living the Brand values.

Structure of Role

Plan is for 2 days per week off the FOH rota and 3 days per week on the rota

Person Specification - Experience

Proven track record in customer service management
Experience in rota management
Experience in a position of seniority
Experience in sales
Experience of using the MBO system is desirable
People Management experience is desirable
Experience of working in the health and fitness industry


Ability to build relationships and transfer your knowledge in a productive way
High level of organisation and attention to detail and finisher of tasks
Ability to multi-task across and support all areas of the business proactively e.g. Physio and Pilates
Organised, a planner, pro-active not reactive
Team player / People driven
Lead by example
Well presented, well spoken, friendly and helpful
Good work ethic
Integrity /Honesty
Authoritative and Assertiveness
Flexible / Ability to adapt

Ability to work effectively as part of a team and to enhance a one team culture
Excellent interpersonal and communication skills
Flexibility to cover the role at any of our studios when required.

To apply please submit your CV to HR, Stephanie Burridge by applying below.