Front Desk Manager

Reputable Fitness Club in Beirut

I. Duties and Responsibilities

• Provide daily supervision and guidance to the front-desk team, including Membership Consultants, Receptionists, and Baristas.
• Set clear expectations, assign duties, and monitor performance to ensure operational standards are consistently met.
• Conduct regular check-ins and coaching sessions with team members to support skill development and professional growth.
• Ensure adequate staffing and shift coverage at all times by managing schedules and coordinating replacements when necessary.

2. Service and Operations Management

• Maintain a welcoming, professional, and efficient member services environment at all times.
• Oversee the cleanliness, organization, and presentation of the reception area and cafeteria.
• Monitor service interactions to ensure members and guests receive timely, accurate, and friendly support.
• Handle escalated member concerns and complaints with professionalism, ensuring proper follow-up and resolution.

3. Sales and Membership Oversight

• Support Membership Consultants in achieving individual and team sales goals by tracking performance and offering guidance.
• Review daily and weekly sales activity reports, ensuring accuracy and consistency in lead follow-up and documentation.
• Collaborate with management to design and execute front-desk promotions and membership campaigns.

4. Administration Oversight (System & Process Monitoring)

• Supervise the Administration Officer in tracking system-related mishaps and ensuring timely resolution.
• Verify that membership, sales, and inventory systems are functioning properly and data integrity is maintained.
• Oversee generation of weekly reports on system performance and recurring issues.
• Ensure staff receive proper training and guidance on system usage and error prevention.

II. Required Competencies:

• Empathy and patience: especially when handling complaints or frustration.
• Teamwork: Quite relevant in a gym environment. Ability of the team as a whole to streamline and optimize the customer s experience.
• Communication and problem solving: The ability to convey information in a concise and clear manner- both verbally and non-verbally which would directly contribute in preventing and/or efficiently tackling and treating problems.
• Accountability: Fostering a work environment based on transparency and clearly defined roles and responsibilities, which would have a direct positive impact on the work culture.
• Creativity and Adaptability: The ability to think out of the box and adapt to new ways of doing things.
• Customer Centricity: Having the proper mindset, focus and drive in order to be continuously aware of customer trends, shifts, needs and expectations.
• Leadership: Leading by example by consistently being able to guide, motivate and inspire people.
• Strategic Thinking: Being able to keep a close eye and focus on the bigger picture. The latter being the most effective way to elevate the brand.
• Transparency: Creating an environment where honesty and openness are at the main focus of every interaction. By clearly communicating intentions, decisions, and expectations, transparency builds trust among team members; ultimately contributing to a stronger and more cohesive organizational culture
• Problem Solving: The ability to assess situations objectively, identify the root cause, and develop efficient, sustainable solutions; leading to continuous enhancement of both individual and team performance