Job Description

To lead the Sales and Customer Service departments in driving membership growth, delivering a seamless and customer-centric experience, and managing the day-to-day operations of the club. This role ensures efficient facility operations, exceptional service quality, and sustained client satisfaction through strategic leadership, team development, and adherence to safety and operational standards.

-Sales :

Enhance staff competence through mentorship, process training, and technical support. o Demonstrate commitment to customer service excellence and satisfaction. Communicate clearly and professionally in both verbal and written forms. Exhibit adaptability, attention to detail, and effective listening skills. Work efficiently in high-paced environments with a flexible schedule. Maintain a positive, professional attitude and high energy at all times. Ensure sales team is knowledgeable about all membership products and offers. Develop the team through ongoing training workshops and coaching. Supervise and oversee daily sales operations and team performance. Analyze sales reports and prepare necessary documentation. Delegate tasks within the team effectively to support department goals. Ensure adherence to company policies, rules, and operational standards. Motivate and guide the sales team to exceed performance expectations. Create and manage staff schedules and monthly assessments. Track key performance metrics such as conversions and club retention. Distribute and review monthly expiry lists and follow-up procedures. Communicate promotions clearly across relevant staff and departments. Ensure comprehensive staff knowledge of all club programs and equipment. Monitor and enforce adherence to legal and company regulations. Attend and lead team meetings to align on strategy and performance. Promote teamwork and a high-productivity environment. Generate and share performance and activity reports with management. Identify sales opportunities and create monthly and contingency plans. Prepare and deliver reports for operations and marketing teams. Maintain high-quality service standards and operational excellence. Assist clients by providing facility tours and registration support as needed. Monitor and ensure excellence in customer care and service delivery. Review and maintain both manual and digital membership records daily. Resolve customer issues professionally and promptly. Update and maintain accurate member databases, including active and expired. Ensure cleanliness and organization of reception areas and information boards. Undertake administrative tasks to support facility operations. Prepare and submit sales reports on a daily, monthly, and yearly basis. Report member suggestions and complaints to relevant management. Lead the team to meet and exceed sales targets and budget goals. Monitor and evaluate team performance and update assigned reports accordingly.
-Customer Service:

Supervising receptionists and customer relations staff. Resolving customer complaints efficiently and professionally. Training the team on service excellence and conflict resolution through weekly meetings. o Following up on feedback through suggestions and adjusting service strategies accordingly.
Job Type: Full-time