Job Description

JOB SUMMARY

The Head Host / Sales Manager leads the frontline hospitality and CRM operations, ensuring that every guest and member experiences the highest level of service, efficiency, and engagement. This role combines leadership, sales insight, and operational excellence to drive performance across the Host / Sales Team, supporting acquisition, retention, and satisfaction targets.

DUTIES and RESPONSIBILITIES

A. Leadership & Team Management

Lead, coach, and mentor the Host and Senior Host / Sales teams to achieve service and sales targets.

Conduct daily briefs and weekly performance meetings to track KPIs.

Manage scheduling, attendance, and coverage to ensure consistent member service.

Monitor communication etiquette on community groups and ensure brand tone compliance.

Drive engagement, morale, and motivation across the Host function.

B. Sales & Conversion Oversight

Oversee lead management in Zoho CRM; ensure real-time updates and accuracy.

Review Host performance on leads, tours, and conversions weekly.

Support sales campaigns (e.g., 30/30 Challenge, Referral Drives, Privilee).

Validate sales reports, ensuring all data aligns with dashboard metrics.

Identify gaps in follow-ups or lead conversion and implement corrective actions.

C. Customer Experience & Complaint Resolution

Ensure all member inquiries and service requests are handled within SLA.

Manage escalations and ensure prompt resolutions in collaboration with CRM Lead.

Implement the Host / Sales etiquette manual and service scripts across the team.

Track satisfaction and feedback scores; plan corrective training if needed.

Lead by example in handling VIP or sensitive member interactions.

D. Operational Excellence

Oversee front desk operations, daily attendance, and class booking accuracy.

Coordinate with Facility, PT, and IT teams for maintenance, app, and access issues.

Ensure all membership requests (freeze, transfer, cancellation) are processed timely.

Review ticket reports in Zoho Desk to ensure closure and quality follow-up.

Support the implementation of digital tools and CRM automation.

E. Training & Development

Conduct monthly skill refreshers for Hosts / Sales team on service, sales, and CRM processes.

Support onboarding of new Hosts / Sales team and ensure completion of their 30/60/90-day plans.

Provide coaching sessions based on performance reports and service feedback.

F. Reporting & Analytics

Prepare weekly Hosts / Sales team performance dashboards and share with Head of Sales.

Highlight trends on member satisfaction, conversion rates, and ticket resolution.

Recommend operational improvements based on data insights.

Skills & Competencies

Leadership

-Coaching, delegation, and motivation.

Customer Service

-Conflict resolution and empathetic communication.

Sales Management

-CRM data accuracy, conversion strategy.

Operational

-Process monitoring, reporting accuracy.

Technical

-Proficiency in Zoho CRM, Zoho Desk, and internal systems.

Communication

-Clear written and verbal communication.

Decision-Making

-Strong problem-solving under pressure.

Teamwork

-Cross-functional collaboration with Sales, PT, and Marketing.

QUALIFICATIONS AND SKILLS

Minimum 3-5 years of experience in customer service or hospitality.

Minimum 2 years in a supervisory or leadership role.

Proven background in fitness or membership-based environments.

Bachelor's degree in Business, Hospitality, or Sports Management .

Strong knowledge of CRM operations, ticketing systems, and client relations.

Job Type: Full-time

Work Location: In person