Front of House Manager
Front of House
Klang Valley
Reporting Line
Club General Manager
Role Overview
Do you want to lead a dynamic team, deliver top-notch customer service, and keep our members coming back to reach their health and fitness goals?
Look no further – join our team at the forefront of the exciting fitness industry as a Front of House Manager!
We are the most established fitness brand in Malaysia and, as part of the Evolution Wellness group, now operate 5 fitness brands with a total of 36 clubs in Malaysia. We’re all about the continuous training and development of our teams. We believe in learning and growing every day, loving what we do, and stretching ourselves to get better. We value attitude, ethics, and willingness to learn more than just qualifications and certifications.
At Evolution Wellness, our Heads of Department embody our Leadership Philosophy, leading from the front and promoting continuous improvement. We praise people for doing things right every day, and nurture and empower our teams.
As a Front of House Manager, you will lead a team of Customer Service Officers making sure we deliver top notch service and showing our members “we care” – one of our core values. You'll spread positivity, manage our facilities, and support members on their fitness journey. Your key responsibilities will include:
- Lead a Dynamic Team: Oversee Customer Service Officers at the club, ensuring exceptional service and facility management for our members. Your role involves hands-on operations management, reporting directly to the Club General Manager.
- Manage Member Inquiries: Handle all member inquiries regarding memberships, terms and conditions, complaints, freezes, and cancellations, ensuring we stick to company policies and high standards. Play a key role in implementing the club's Retention and Collection Strategy, ensuring timely and effective member retention efforts and payment collections. Address operational challenges quickly to keep our service top notch.
- Collaborate and Reduce Attrition: Work within a team to minimize member attrition and uphold service excellence and operational standards. Live our Winning Ways and demonstrate our club's top 10. This role demands both independent initiative and strong teamwork.
- Foster a Welcoming Atmosphere: Create a welcoming atmosphere for members, guests, and colleagues alike. Oversee all operational aspects to ensure efficiency and effectiveness in your designated area of responsibility.
- Staffing Management: Collaborate with the Club General Manager to maintain optimal staffing levels of Customer Service Officers as per staffing quotas, ensuring seamless customer support.
If you have experience managing a team, a positive outlook, and a passion for health and fitness, then we’d love to talk to you. Ideal candidates will have:
- Leadership Skills: Proven ability to lead and motivate a team.
- Strong Communication Skills: Excellent verbal and written communication abilities.
- Problem-Solving Skills: Ability to handle complaints and resolve issues efficiently.
- Customer-Focused: Dedicated to providing exceptional service.
- Team Player: Ability to work collaboratively with others.
- Adaptability: Flexibility to adapt to changing needs and environments.
- Positive Attitude: A friendly and approachable demeanor that makes members feel welcome.
- Exclusive Tri-brand gym membership access
- Discounted Personal Training sessions
- Staff family plan
- Health and medical coverage
- Annual leave
- Birthday leave
- Comprehensive training