JOB TITLE: Reception Manager
RESPONSIBLE TO: Assistant Manager – General Manager in Assistants absence
JOB PURPOSE:
To line manage, motivate and develop the reception team to build a member focused, entrepreneurial team, motivated and enthusiastic in their approach to their role.
To provide a consistently high standard of the club reception to current and prospective members and a high standard of administration, sales and communication procedures to the Y Club. To manage the smooth operation of the front desk ensuring customer service is always of the highest standard.
MAIN RESPONSIBILITIES:
· Achieve all standards set at appraisal
· Maintain confidentiality of information
· Clubwise reporting as required by the General Manager & Assistant Manager
· Deal with all clubwise queries from the reception team
· Contact clubwise with any queries we are unable to resolve in house
· Complete all own arears of responsibility to required standards
· Ensure the reception team are completing their arears of responsibility to required standards
· Managing clocking in and out, staff rotas, including absences and time management systems
· Ensuring all reception shifts are covered including supporting yourself with the ability to work within the club opening hours
· Carry out recruitment and induct new starters of the reception team ensuring they are confident and fully trained after their one-month review. Communicate with all reception team during the induction process
· Comply with all legislative and 'custom and practice' requirements
· Carry out regular job chats, annual appraisals, and meetings as required
· Monitor and update all the reception procedures, check lists, contact list and useful information sheets
· Monitor and evaluate the reception team on daily task completion
· Ensure all reception daily checklists, bather loads and changing room sheets are checked weekly
· To check the daily banking with accounts and carry out any necessary corrections
· To undertake clerical, administration and sales/hire procedures as laid dow
* To support the Fitness Manager and team along with carrying out fitness duties when required
· To liaise with the Assistant Manager and all other departments within the Y Club
· To always ensure a high level of hygiene and cleanliness throughout the reception area
· To provide and promote an ongoing high standard of customer care & service to members
· To communicate with clients personally and by telephone providing requested information.
* To promote membership of the Y Club by demonstrating effective communication, selling techniques and to assist in showing future clients and members the full facilities.
· To be personable, approachable and promote our reputation as Manchester's friendliest health club
· To assist in all operational aspects of the day to day running of the club including acting as a duty manager and lifeguarding
· To ensure that the highest standard of safety and security for all users and their property is always maintained
· To carry out all aspects of reception duties including the handling of fees, taking bookings and dealing with general enquiries
· To be competent with cash, cheques and credit card methods and the required changeover and end of day cashing up procedures
· To carry out any other duties commensurate with the post and within the
postholder's ability as required by the Y Club General Manager
· To induct, train, line manage and motivate the reception staff alongside the Assistant Manager and train reception staff in appropriate sales techniques and processes
· To promote membership of the Y Club by demonstrating effective communication, selling techniques and to assist in showing future clients and members the full facilities
Safeguarding & Health & Safety
· To implement the YMCA Manchester safeguarding policy.
· To report any safeguarding concerns to your line manager, to follow reporting procedures as outlined in the YMCA Manchester safeguarding policy.
· To comply with all aspects of Health & Safety as laid down in the Manchester YMCA Health & Safety policy
Job Types: Full-time, Permanent
Pay: From £27,500.00 per year
Language:
* English (preferred)
Work Location: In person