· Ensures that all members whose memberships are about to renew are contacted and are happy to renew their memberships by implementing a clear renewal system and SOP with the front of house team.
· Drives and manages the renewals incentive scheme with the reception team to meet the monthly target of 90% renewal rate (includes renewals under the grace period).
· Screens and vets all new membership application forms ensuring that all applications have a minimum of 2 active member references and applicants are up to the standard of the club. Is responsible for the Club monthly budget for new membership applicants.
· Meets personally with any member who requests a cancelation and/or refund and presents solutions and actions immediately to mitigate the risk for the business.
· Manages and develops the Front of House team and safeguards all proceedings, processes and transactions that happen at operational level. Ensures banking and financial is correct at all times and any discrepancies are immediately followed up on (including payments via link, Spotify invoices, etc).
· Recruit, hire, train and develop the reception team, covers absence of the front of house team when required and ensures the front of house schedules and rotas are set to benefit the Club operations as well as be prepared to cover public holidays, vacations and sickness (of self and team).
· Drives one fully documented weekly meeting with the reception team and participates in all Club meetings where the presence is required, including weekly/monthly Head of Department meetings.
· Handles member’s complaints & conflicts within the Club and provides immediate response and resolution to achieve 100% customer satisfaction. Ensures that all written members feedbacks are answered within 2 days, proper SOP is in place and followed including feedbacks towards other departments by ensuring the completion of the SOP in place.
· Responsible for planning and implementing the Club annual activities plan in coordination with all Head of Department Team to build a family and friendly atmosphere within the member’s community.
· Responsible for checking and maintaining the Club overall cleaning and maintenance standards that impact directly members’ experience and is able to liaise with Operations for immediate actions and solutions.
Education
Bachelor’s degree in Sports Science or similar field
Preference: Diploma in Fitness Management
Previous Experience
Skills
· Minimum 1 - 3 years of relevant experience within the fitness industry.
· Target and Goal driven.
· Passionate about our business and brand.
· Demonstrates positive and can-do attitude at all times.
· Effectively deals with member queries & is solutions orientated.
· Dynamic, confident and lives the brand. Works out minimum of 12 workouts per month.
· Excellent communication skills.
· Willing to work more than contracted hours if required.
· Motivate people in a passionate and personal manner.
· Manage conflict and negotiate win/win outcomes.
· Must be able to make decisions and drive over performance independently.
· Efficient Planner.
Job Type: Full-time
Ability to commute/relocate:
- Kuwait City: Reliably commute or planning to relocate before starting work (Preferred)
