Front of House - Boutique Class Based Gym

Do you want to turn your passion into your profession?

Are you a fitness enthusiast who loves interacting with people or are you starting out on your journey within the wellbeing space? Do you have exceptional customer service skills and a passion for creating a welcoming and positive atmosphere? We are hiring Front-of-House on behalf of one of clients - a Premium Boutique Brand in London with several sites.

• Salary: £14-16 / Hour
• Working Hours: Part Time - weekday and weekends
• Complimentary membership to have full access to all classes

The Responsibilities:

• Provide exceptional guest experience through all communication channels, currently including face-to-face interactions, phone calls, email, SMS, website contact forms and live chat, and Social and public review sites.

• Managing and closing all in-bound communications (from DM’s, to technical
  support, to explaining studio policies and answering basic business
  queries), ensuring a follow-up note or action has been set in the guest
  profile to continue relations.
• Ensuring guest conversations are logged accurately within their profile for
  reporting and their accounts are kept up to date (i.e., updating payment
  details) and aligned to privacy and GDPR regulations.
• Liaising with the wider team to efficiently solve guest queries (from lost
  property to supporting PT) and sharing requests outside the GE realm to the
  relevant internal team.
• Partnering with the key support teams (internal and third-party suppliers of
  MBO and Forte) for any App or website issues, completing the cycle of
  query to resolution for our guests. Communicating internally for wider team
  awareness and alignment.
• Working with HR to manage system adjustments and guest communications
  for any emergency class cancellations or last-minute schedule changes
  (through business hours).
• Hosting every livestream class experience; responsible for answering any
  guest queries before, during and after class, seeking support from the
  internal and Forte/Zoom teams where needed.
• Where possible, highlighting ‘how-to’s’ and features to support a seamless
  class experience for our guests, when online classes are taking place.
• Ensuring the accurate setup of online pre-class automated emails with Zoom and
  Spotify links, including any adjustments with last-minute schedule changes.
  Driving Sales & Retention
• Actively engaging with the marketing team to know first-hand our products
  and services, including any timely campaigns and events to give relevant
  advice to guests.
• In building exceptional relations and delivering a world-class experience.
• Monitoring and efficiently responding to feedback, both in-studio and online
  (currently MBO, Facebook, Instagram, Google).
• Using guest feedback to advocate client needs – proactively sharing with the
  leadership team to ensure decisions are always considering our guests.
• Opening and closing of the studio.
• Supporting the business with adherence to operational standards, primarily
  in the Central London studio and the Online studio.

The Person

• You are a people person; you are approachable, warm, relatable with a high
  level of emotional intelligence.
• You are positive, confident, and naturally ‘service-oriented’ with an in-
  built desire to make someone’s day!
• You are self-motivated, curious, resilient, not easily overwhelmed and can handle yourself in challenging situations.
• You are flexible with your working hours between 06:00 - 21:00 and across weekdays and weekends.
• You understand health, movement and being well – without having to be an
  expert.
• You are passionate about what we do and feel aligned on our brand
  purpose.
• Experience in a customer-facing role; ideally within wellness, retail, or
  hospitality.
• Great verbal and written communication skills.
• A practical problem-solver with the ability to process a variety of requests.
• Computer literate & tech savvy (and Mindbodyonline experience would be a
  definite bonus).

What the Studio offers:

• Competitive salary, holiday allowance and statutory benefits + contributions.

• Unlimited drop-in classes in studio, a Brand team discount on additional studio class packs and a team monthly online membership, you will soon start to feel the power of positive movement from the inside out!

Your recruiter for this role is Heloise Nangle, Co-Founder at Jobs In. Fitness, and can be contacted simply by applying for this role below. Jobs In. Fitness are a fitness recruitment agency, specialising in hundreds of fitness jobs in the UK like these. If you are keen to be considered please ‘apply now’. Please note that only applicants matching the strict criteria above will be contacted as part of the recruitment process.