Senior Client Advisor/ Reception Manager

Overview

Job Title: Senior Client Advisor

Service Area: Front of House

Reports to: Studio Manager

Your purpose

Ten's success is built on our unique ability to help people move better, and live longer well. You contribute to that success by being the first point of contact for our visitors, being an expert in our services and offers and providing a consistently high level of customer service.

Responsibilities

• Ensuring all our clients have a premium and personal experience from arrival in studio, to studio tours and checking in with them after their session
• You know their names, their favourite classes and can recommend other services that may be relevant for them
• Responding to client queries face to face, over the phone and via email in a timely manner with exceptional customer service skills
• Championing all Ten's services with our clients, offering cross-service referrals
• Helping clients purchase memberships, offers and class blocks that best suit their routine and goals
• Processing retail transactions and upselling clients to bundles/deals

Appointment management

• Booking clients into the schedule, managing clear communication across the studio team
• Adhering to Ten's cancellation policies, offering alternatives and re-booking opportunities to clients
• Collecting payment and new client details
• Ensuring compliance by collecting required forms and details from clients and following data storage processes
• Maintaining clean and tidy studio to hygienic and premium standards
• Restocking toiletries, towels and retail displays
• Maintaining our brand standards by completing a daily 'Ten walk'
• Reporting hazards or repairs to facilities team
• Assisting stock take
• Leading health & safety procedures
• Supporting the studio team with administration

What you'll bring in skills and experience:

• Practical experience managing bookings and/or reservations
• Experience selling goods or services to clients
• Knowledge of Mind Body Online is highly desirable

What could Ten Health & Fitness offer you?

• Continuous professional development opportunities
• Additional annual leave per year of service
• Free Pilates classes and discounted Physio & Massage sessions
• Nominate a friend or family member for free Pilates classes
• Annual leave increase with length of service