**The job** 1\. **Deliver Exceptional Customer Service:** As the first point of contact for our members and guests, you are responsible for creating a positive, welcoming atmosphere from the moment they walk into the club. Your role is to provide heartfelt service, answer queries, and assist with bookings, ensuring every interaction contributes to a seamless and enjoyable experience. Your personality and approach will help cultivate a culture where the community becomes raving fans of Virgin Active. 2\. **Ensure Smooth Reception Operations:** You will manage the front desk’s daily administrative tasks, including member check\-ins, answering calls, scheduling classes, and taking payments. Additionally, you will maintain an organized, clean, and welcoming reception area, ensuring that all operational processes are efficient and effective, and that any member requests or issues are handled promptly and professionally. 3\. **Build Community and Retention:** You will actively contribute to member engagement and retention by providing personalized, memorable experiences. You will support members in navigating the services we offer, from classes to personal training and wellness programs, and assist them in making the most of their memberships. You will also track member feedback and work closely with other departments to ensure any concerns are addressed, contributing to long\-term member loyalty. **Key responsibilities** 1\. **Welcome and Engage Members with Heartfelt Service:** Greet every member and guest warmly, offering assistance and helping them find what they need. Create a positive first impression that reflects Virgin Active’s commitment to making every member feel welcome and valued. Use your personality to foster a friendly and inviting atmosphere where members feel at home. 2\. **Deliver Seamless Customer Experience Across All Touchpoints:** Respond to member queries regarding class availability, booking processes, and any general inquiries related to the club’s services. Assist in managing bookings for group classes, personal training, swimming lessons and the boardrooms, ensuring that the process is simple and efficient. Provide quick, accurate, and helpful answers to all queries, enhancing the member experience at every interaction. 3\. **Support Member Retention and Engagement:** Engage with members on a personal level to promote Virgin Active’s offerings and assist with membership renewals or upgrades. Support the sales team in upselling services such as personal training and wellness programs, encouraging members to stay engaged and use the club more frequently. Ensure every member feels valued and supported, helping them on their wellness journey. 4\. **Maintain a High Standard of Club Presentation:** Ensure the front desk area, common areas, and facilities are always tidy, clean, and well\-presented. Regularly check that all signage, marketing materials, and displays are up to date and aligned with Virgin Active’s brand standards. Create a welcoming and premium environment that reflects the high standards of the Virgin Active brand. 5\. **Advocate Safety and Ensure a Secure Environment:** As the first line of defense, you will ensure that all safety protocols are followed, and that members and staff feel safe within the club. This includes monitoring the reception area for any potential hazards, adhering to emergency procedures, and supporting other team members in ensuring the club is a secure environment for all. 6\. **Provide Feedback and Go the Extra Mile:** Take ownership of member feedback and complaints, ensuring they are addressed promptly and escalated when necessary. Always look for opportunities to go above and beyond for our members—whether it’s resolving an issue or providing a small, unexpected surprise that enhances the member’s experience. **Key performance indicators** 1\. **Customer Satisfaction and Member Engagement:** Achieve high satisfaction ratings from members, with positive feedback reflecting the warmth and quality of service provided at the reception. This will be measured by direct member feedback, surveys, and online reviews. Aim for high member Net Promoter Score (NPS) or satisfaction score scores, reflecting your ability to create a positive first impression and ongoing engagement. 2\. **Efficiency and Accuracy of Front Desk Operations:** Monitor the efficiency of check\-ins, bookings, and other administrative tasks. Ensure all member requests, whether for class bookings, inquiries, or account updates, are handled swiftly and accurately. Track operational KPIs like wait times and booking accuracy to ensure a smooth and professional service. 3\. **Member Retention and Upselling Services:** Track the number of member renewals, upgrades, and new member referrals driven through your engagement. Work closely with the Sales and Fitness teams to promote services like personal training, group fitness classes, and wellness programs to members, contributing to a goal of members using the club more frequently. Aim for consistent membership retention rates, as well as engagement in additional services. Targets to be provided by the Customer Service Manager. Job Types: Full\-time, Permanent Pay: From QAR5,000\.00 per month