Front of House Manager Job Description

Job Summary-Front of House Manager Job Description (in this case for a gym)

To effectively and efficiently manage day to day operations to provide a safe, welcoming and hygienic environment. Line management responsibility for subordinate staff including training and informal performance, capability and attendance management.

To provide excellent service delivery across all areas and ensure the consistent delivery of excellent, knowledgeable, and professional customer service across the team. To manage day to day administrative tasks such as reconciliation and management information system administration and to oversee the efficient processing of paperbased records.

Main responsibilities-Front of House Manager Job Description

1. Responsibility for the day-to-day management of subordinate employees

including planning of shift rotas and arranging cover for absent employees to

make sure operational and health and safety requirements are met.

2. Responsibility for training and performance management of subordinate

employees including new staff inductions, initial and any required follow up

training on daily operational tasks for individuals or for the team to ensure

excellent service delivery and compliance with procedures. This includes delivery

of ad hoc or monthly planned staff training and ensuring subordinate employees

complete required online training modules and face to face training.

3. Responsibility for opening and closing of facilities making sure all areas are

clean, safe and that all health and safety checks/processes/inspections are

completed and recorded, with any issues being reported to the relevant internal

departments or escalating to senior managers where required.

4. Responsibility for administrative duties including use of the management

information system for reporting and income reconciliation including the

investigation, correction and reporting of errors, system contract and facility

management bookings, memberships and administration including direct debit

data input, refunds, stock management, and responding to own and group

mailbox emails.

5. Responsibility for the development, updating and communication of policies

and procedures, including risk assessments, Normal Operating Procedures and

Emergency Action Plan.

6. Manage the recruitment of subordinate temporary employees and assist in the

recruitment of permanent employees including shortlisting, chairing and sitting

on interview panels and ensuring necessary checks are completed including DBS.

7. Record and report all accidents and incidents taking remedial action where

appropriate. Respond to any security or emergency alarm activations

implementing evacuation or rescue procedures as required.

8. Lead and resolve stage 1 complaints by responding to the customer in person,

by phone or by email, recording any actions and referring to the appropriate

senior manager and stage 2 process as required.

9. To assist in the development of service delivery including

programmed events, activities, leagues, lessons and courses.

10. Maintain RLSS, First Aid, Pool Plant and other health and safety

training/qualifications to meet the requirements, rules and regulations

11. Undertake appropriate training to ensure up to date knowledge and to assist

in the development of new services and programmes. Attend

CPD courses as agreed in the performance development review or by mutual

agreement to contribute to REPS (Register of Exercise Professionals) accreditation

and other sport/leisure governing body requirements.

12. Deputise for the Systems & Operations Manager and undertake subordinate

role duties whenever operationally required.

13. Commitment to positive, open communication with customers and colleagues

ensuring information is conveyed via appropriate means in a professional and

timely way.

14. To undertake any other duties commensurate with the nature and grading of

the post as directed from time to time by the senior managers.

This document outlines the duties required at the current time to indicate the level of

responsibility. It is not a comprehensive or exhaustive list and may vary to include other

reasonable requests as directed by University management which do not change the

general character of the job or the level of responsibility entailed

Knowledge Skills Experience-Front of House Manager Job Description

Qualifications

• CIMSPA (Chartered Institute of the Management of Sport and Physical Activity) Pool Plant Operators certificate or equivalent (or requirement to achieve this within first two months of probation)

• NPLQ (National Pool Lifeguard Qualification)

• A fitness related qualification to the standard of REPS (Register of Exercise Professionals) Level 2

• GCSE English and Maths or equivalent experience/evidence

Desirable Qualifications

• CIMSPA (Chartered Institute of the Management of Sport and Physical Activity) Pool Plant Operators certificate or equivalent (or requirement to achieve this within first two months of probation)

• NPLQ (National Pool Lifeguard Qualification)

• A fitness related qualification to the standard of REPS (Register of Exercise Professionals) Level 2

• GCSE English and Maths or equivalent experience/evidence

• ASA/STA (Amateur swimming Association/Swimming Teachers Association) Level 2

• Other Sports related qualifications Level 1 or above

• CIMSPA (Chartered Institute of the Management of Sport and Physical Activity) Operational certificate or equivalent based on NVQ Level 2

• First Aid qualification

• National Trainer Assessor Qualification

Experience, Skills and Knowledge

• Experience of managing/supervising a team of staff

• Expert knowledge of the business and services

• Experience of cash handling

• Experience of planning, organising and delivering sporting activities or events

Job Specific Requirements

• Experience of working in a multi-purpose leisure environment, particularly with wet facilities

• Experience of dealing with a wide range of people both face to face, via the telephone and email in a professional manner

• Relevant administrative experience of routine tasks

• Clear, professional communication skills with customers and colleagues

• Ability to promote the facility through a customer focussed service

• Ability to organise own workload and prioritise and delegate appropriately with minimum supervision

• Ability to work accurately and with attention to detail

• Ability to deliver excellent customer service

Personal Attributes

• Prepared to work on a shift pattern which will include early mornings, evenings, weekends and bank holiday work

• Prepared to be flexible with working patters to support the requirements of the service

• Prepared to work on bank holidays and extra hours when required

• Commitment to engaging in positive working relationships

• Commitment to engage with and contribute to the aims and objectives of the company

• Commitment to the positive promotion of facilities and services at all times

• Understanding of commitment to equality and diversity

• Committed to continuing personal and professional development

• Smart and presentable appearance

• Ability to communicate clearly and effectively with people on various levels

• Ability to work as part of a team