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

The Y Club

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