Front Desk Lead

Job Description

Job Description

FRONT DESK LEAD 

Location: TruFusion Studios                       Employment Type : Hourly, Non-Exempt

Tier Level : Staff                                 Reports To : General Manager – Studio

Compensation: $15.00 - $17.00 per hour

As a Front Desk Lead at TruFusion, you are responsible for providing exceptional customer service, supporting the front desk operations and the overall success of the studio.

Direct and coordinates the work of other front desk staff

Customer Service Excellence:

1. Greet members and guests with a warm, friendly demeanor.
2. Provide accurate information about classes, schedules, memberships, and studio amenities.
3. Address member inquiries and concerns promptly and professionally.
4. Assist with member check-ins, ensuring that all attendees are properly registered and accounted for in our system.
5. Uphold the TruFusion brand by maintaining a positive and supportive attitude.
6. Assist with member inquiries when a manager is requested, however unavailable or occupied.

Sales Support:

1. Promote memberships, class packages, and retail products to members and guests.
2. Assist with membership sign-ups, renewals, and cancellations as needed.
3. Encourage members to try new classes and bring friends to experience the TruFusion community.
4. Support sales initiatives by following up on leads, making outbound calls, assisting in the closure of sales, and participating in member engagement campaigns.
5. Assist management in tracking team sales conversions  

Operational Efficiency:

1. Accurately manage the front desk operations, including processing payments.
2. Monitor and manage class attendance, ensuring that all members are properly checked in and accounted for.
3. Maintain a clean, organized, and professional front desk area at all times.
4. Leads the studio floor and team effectively and confidentiality in the absence of management
5. Serves as the primary point of contact for staff questions, clarification of task or required assistance.
6. May assist management in administrative activities as needed
7. Assist with onboarding of newly hired employees

Technology and Systems Management:

1. Utilize TruFusion’s management software (e.g., MindBody, Sling) to manage member accounts, POS transactions   and employee timekeeping.
2. Ensure timely and accurate clock-in and clock-out of shifts using the Sling platform, adhering to geolocation and overtime protocols.
3. Monitor and update member profiles and attendance records in the system.

Communication and Team Collaboration:

1. Communicate effectively with team members, instructors, and management to ensure seamless studio operations.
2. Keep the team informed about any issues, incidents, or member feedback that may require attention.
3. Participate in team meetings, training sessions, and professional development opportunities.
4. Ensures open communication between the front desk team and management to support team culture and coaching opportunities

Adherence to Policies and Procedures:

1. Follow all TruFusion policies and procedures, including those related to attendance, punctuality, and professional conduct.
2. Enforce studio policies regarding member check-ins, safety, and facility use.
3. Adhere to the studio's cell phone policy, focusing on member engagement and operational duties while on shift.

• Professionalism: Maintain a high level of professionalism in appearance, communication, and conduct at all times.
• Punctuality: Arrive on time for each shift, ready to engage with members and fulfill your responsibilities.
• Teamwork: Collaborate with your colleagues to create a positive and efficient working environment.
• Initiative: Take the initiative in identifying and addressing issues and proactively contribute to the studio’s success.
• Continuous Improvement: Be open to feedback and committed to personal and professional growth within the TruFusion community.

Experience & Requirements  

• High school diploma or equivalent required 
• 1 year of previous customer service experience in sales, reception, and hospitality roles. 
• Availability to work flexible hours, including early mornings, evenings, weekends, and holidays as needed.  

Work Environment & Physical Requirements  

• Prolonged periods of sitting and working at a computer.
• Must be able to bend, stoop, reach and lift up to 50 pounds at a time. 

This job description is intended to provide a general overview of the position and does not represent a comprehensive list of all duties, responsibilities, and qualifications required. The employer reserves the right to modify, add, or remove duties and to revise the job description at any time as business needs to evolve.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected status.