Job Summary:

The Front Desk Team Leader oversees and coordinates all frontline operations, ensuring an excellent member and guest experience at the club. By supervising the receptionists and baristas, the Team Leader drives service excellence, operational efficiency, and sales performance while fostering a supportive and collaborative team culture.



I. Duties and Responsibilities

1. Frontline Role Familiarization

· The Team Leader will occasionally perform receptionist and barista duties to gain hands-on understanding of daily frontline operations including cashes handover, system’s experience, member’s experience. This cross-training ensures effective leadership, informed decision-making, and stronger support for the team.

2. Supervisory Responsibilities

· Provide daily supervision and guidance to the front-desk team, including Membership Consultants, Receptionists, and Baristas.

· Set clear expectations, assign duties, and monitor performance to ensure operational standards are consistently met.

· Conduct regular check-ins and coaching sessions with team members to support skill development and professional growth.

· Ensure adequate staffing and shift coverage at all times by managing schedules and coordinating replacements when necessary.

3. Service Management

· Maintain a welcoming, professional, and efficient member services environment at all times.

· Oversee the cleanliness, organization, and presentation of the reception area and cafeteria.

· Monitor service interactions to ensure members and guests receive timely, accurate, and friendly support.

· Handle escalated member concerns and complaints with professionalism, ensuring proper follow-up and resolution.



4. Administrative and Reporting Duties

· Track and report on key performance indicators (KPIs) such as membership sales, service feedback, and cafeteria’s inventory control.

· Ensure compliance with the club’s policies, procedures, and service standards across all front-desk functions.

· Maintain accurate records of staff schedules, attendance, and performance evaluations.

· Communicate regularly with senior staff, providing updates on team performance, challenges, and recommendations.

5. System & Process Monitoring

· Verify that membership, sales, and inventory systems are functioning properly and data integrity is maintained.

· Oversee generation of weekly reports on system performance and recurring issues.

· Ensure staff receive proper training and guidance on system usage and error prevention.



II. Required Competencies:

· Empathy and patience: especially when handling complaints or frustration.

· Teamwork: Quite relevant in a gym environment. Ability of the team as a whole to streamline and optimize the customer’s experience.

· Communication and problem solving: The ability to convey information in a concise and clear manner- both verbally and non-verbally which would directly contribute in preventing and/or efficiently tackling and treating problems.

· Accountability: Fostering a work environment based on transparency and clearly defined roles and responsibilities, which would have a direct positive impact on the work culture.

· Creativity and Adaptability: The ability to think out of the box and adapt to new ways of doing.

· Customer Centricity: Having the proper mindset, focus and drive in order to be continuously aware of customer trends, shifts, needs and expectations.

· Leadership: Leading by example by consistently being able to guide, motivate and inspire people.

· Strategic Thinking: Being able to keep a close eye and focus on the bigger picture. The latter being the most effective way to elevate the brand