Job Description
Job Title: Head Receptionist - Luxury Health Club
Location: Clapham Common
Reports to: General Manager
Job Overview:
We are seeking an experienced and highly motivated Head Receptionist to lead the front of house team at ARMA. As the first point of contact for our members and guests, the Head Receptionist will embody the exceptional customer service standards of our brand, ensuring that every member feels valued, welcomed, and cared for. This role requires a polished, professional demeanour, excellent communication skills, and a passion for delivering a premium experience.
Key Responsibilities:
* Oversee the daily operations of the front of house / reception area, ensuring the smooth flow of activities and exceptional service standards are consistently met
* Lead, train, and motivate a team of receptionists to deliver outstanding service with every interaction
* Greet members and guests with warmth, professionalism, and enthusiasm, creating a welcoming and high-end atmosphere
* Answer phones, schedule appointments, and manage facility bookings with a high degree of accuracy and attention to detail
* Provide concierge-level service to members, including assisting with inquiries, offering recommendations, and facilitating personalised requests
* Resolve member concerns or complaints with tact, efficiency, and discretion, ensuring total satisfaction and positively impacting member retention
* Maintain accurate records of member interactions, including feedback, billing inquiries, and service requests
* Manage front of house systems, ensuring that all member information is up to date and securely maintained
* Coordinate with other departments (e.g., BJJ coaches, fitness instructors, cleaning, management) to ensure that member needs are met in a timely and seamless manner
* Assist with special events and promotions, including VIP member services and facility tours for prospective members
* Ensure that the front desk area is always tidy, professional, and reflective of the facility’s high standards
Qualifications / experience:
* Previous experience in a luxury service, hospitality, or fitness environment preferred
* At least 2 years of experience in a supervisory or leadership role, with a strong track record of customer service excellence
* Exceptional interpersonal and communication skills, with the ability to engage members and guests with a positive, helpful attitude
* Strong problem-solving skills, with a keen ability to anticipate member needs and handle challenging situations gracefully
* Proficient in using office software, booking systems, and member management tools
* Ability to multitask and manage a high volume of inquiries in a fast-paced environment while maintaining composure
* A professional appearance and demeanour that aligns with the luxury brand experience we deliver
* Flexible schedule, including evenings, weekends, and holidays as needed
Benefits:
* Competitive salary with performance-based incentives
* Complimentary membership to the facility and discounts on services and retail products
* Ongoing professional development and training opportunities
* A dynamic, supportive work environment within a leading luxury facility
If you are passionate about delivering exceptional service and leading a team to exceed member expectations, we would love to hear from you!