Head Of Reception Johannesburg - Johannesburg
The Gym Company
We are looking for an experienced leader with a background in the fitness industry, demonstrating a successful history of senior management in a comparable position. The role available involves overseeing the Reception or Welcome Desk department for a group of 22 companies. Responsibilities: Leadership and Team Management: Lead and supervise the welcome desk teams, providing guidance, coaching, and performance feedback. Foster a positive and collaborative team environment that emphasizes excellent customer service and a proactive approach. Member Experience: Ensure a warm and professional welcome for all members, clients, and guests across the group of companies. Address inquiries, provide information, and assist with various requests to enhance members' satisfaction. Staff Scheduling and Training: Develop staff schedules to ensure adequate coverage during business hours and special events. Provide comprehensive training to welcome desk staff, covering procedures, customer service protocols, and emergency response. Administrative Coordination: Collaborate with departments such as security, admin, facilities, and HR to ensure seamless member, staff, and visitor access and adherence to company policies. Oversee the tracking of visitor entry, maintain logs, and generate reports as needed. Problem Resolution: Address and resolve any challenges or issues related to the welcome desk operations promptly and professionally. Escalate complex matters to appropriate departments or management as required. Communication: Liaise with internal stakeholders and departments to facilitate efficient visitor interactions and promote interdepartmental cooperation. Continual Improvement: Identify opportunities to enhance the visitor experience and welcome desk processes, implementing best practices to optimize efficiency. Health and Safety: Ensure that all welcome desk staff adhere to health and safety protocols and emergency procedures. Access Control: Manage and oversee access control in the group to ensure compliance with company policies and procedures. Banking: Manage all receipting of payments and perform detailed reconciliations in liaison with the Head of Administration. Audit and report on all receipting and banking activities to track income generated and ensure compliance with policies. Stock Control: Manage and control the intake and issuing of company stock or deliveries according to stock control policy. Staff Monitoring: Monitor and manage the welcome desk staff on a day-to-day basis to ensure smooth operations. Requirements: Prior experience in a similar role within the fitness industry with proven senior management experience. Strong leadership skills with a focus on team development and customer service excellence. Must have strong computer skills across all aspects of the MS office suite and prior experience with monitoring and managing access systems and software would be a great advantage. Must be well spoken and must carry a deep understanding of customer service standards. Matric and a post graduate degree or diploma relating to a commercial or managerial qualification. (Please attach copies of your matric certificate and tertiary qualification.) Salary Range: The salary for this position is in the range of R20,000 to R26,000 (negotiable) per month, commensurate with experience and qualifications.
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