Front of House

The ResponsibilitiesYour primary responsibility will be to provide exceptional customer service, addressing inquiries, resolving issues, and promoting overall client satisfaction. This role requires a strong commitment to promoting wellness, effective communication skills, and the ability to navigate and assist clients with various wellness-related services. 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.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.Where possible, highlighting ‘how-to’s’ and features to support a seamless class experience for their guests, when online classes are taking place.Actively engaging with the marketing team to know first-hand their products and services, including any timely campaigns and events to give relevant advice to guests.Monitoring and efficiently responding to feedback, both in-studio and online (currently MBO, Facebook, Instagram, Google).Opening and closing of the studio.Support on the cleanliness of the studio and promote a place clients want to return to.The PersonYou 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 and are happy with shift work across weekdays and weekends.You understand health, movement and being well – without having to be an expert.You are passionate about health, fitness and wellbeing.Preferably some 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