Front Of House

 

Needed Skills

• Customer service
• Multitasking
• Problem Solver
• communication

 

Description:

Job Scope

The role of Front of House is to ensure the client receives a warm welcome and that service runs smoothly and delivers an experience to all Naya clients. The Front of House is also responsible for making sure the studio is profitable, in line with the objectives set by the management team.

Personality and Attitude Requirements

 

·         Demonstrates passion, determination, commitment, flexibility, enthusiasm, humor, excellent verbal & written communication (to be able to speak clearly, persuasively and authoritatively).

·         Able to project company image by being genuinely friendly and caring and by taking pride in their work.

·         Must be self-motivated and disciplined.

·         Must be able to prioritize and complete work assignments on a timely basis.

·         Must maintain strict confidentiality and judgment regarding privileged information.

·         Must have a willingness to learn and constantly improve.

·         Must have a professional appearance with good personal hygiene.

·         Must promote and support a “team” work environment by cooperating and helping co-workers.

·         Must adapt to changes easily.

·         Must show appreciation to others.

·         Must be sensitive to the needs of our Guests and feel empowered to take action to meet their needs within company guidelines.

·         Ability to tolerate stress and maintain a calm atmosphere and composure in a hectic environment and under tight time constraints.

·         Team player capable of coordinating support with other team members.

·         Should be Proactive, give suggestion, ideas that can be valuable to the business

DESCRIPTION of JOB DUTIES

1. Greet and welcome members at the reception with a friendly and professional approach, and offer them any assistance they may need.
2. Responds attentively and promptly to member needs
3. Initiates, develops and maintains positive relationships with all members and guests, knowing by name as many members as possible
4. Interacts with members on a continuous basis to obtain feedback about their experience in Naya; utilize feedback to recognize outstanding instructor service performance and improve service delivery emphasizes.
5. Addressing service failures or potential service failures and developing innovative ways to exceed member expectations.
6. Answers phone calls in a timely and professional manner
7. Anticipates existing client & walk in needs and interests and recommend packages, products and services appropriately
8. Schedules members accurately for programs and services accordingly
9. Responds appropriately to questions and messages regarding member accounts
10. Provide services that are above and beyond for customer satisfaction and retention
11. Elevate the culture of service through outreach initiatives. Contact clients via phone, email and in studio conversations, building relationships and engaging members within their areas of interest. All service conversations and appointments should be appropriately tracked in.
12. Articulate extensive knowledge of package, products, services, policies and procedures, current studio events.
13. Always check & ensure, air conditioner, music/sound levels are appropriate.
14. Demonstrates positive attitude and actions through a display of courtesy, service, cooperation, hospitality, sensitivity, and professionalism to internal and external customers.
15. Maintain a safe, clean and professional reception area, complying with health and safety rules and regulations.
16. Handling of retail stock management and timely communication with retail suppliers.